AcknowledgethecustomersconcernEngageAsk thecustomer ifyou mayplace themon holdBleedorangeUseKBsSmilePositivelypositionUsepowerwordsPitchthesurveyAcknowledgethe impactthe situationmay have onthe customerRecapMaintain apleasanttoneChecknotesin DMPAskrelevantprobingquestionsDeEscalateReadordernotesClearlyexplainTake thecustomeralong thejourneyShowwillingnessto assistListen forCustomercuesRemainconfidentActivelylistenSet holdexpectationsProvidebestsolutionRefresh yourcustomer ina timelymannerOfferadditionalassistanceMake notesof mainreason forthe callAcknowledgethecustomersconcernEngageAsk thecustomer ifyou mayplace themon holdBleedorangeUseKBsSmilePositivelypositionUsepowerwordsPitchthesurveyAcknowledgethe impactthe situationmay have onthe customerRecapMaintain apleasanttoneChecknotesin DMPAskrelevantprobingquestionsDeEscalateReadordernotesClearlyexplainTake thecustomeralong thejourneyShowwillingnessto assistListen forCustomercuesRemainconfidentActivelylistenSet holdexpectationsProvidebestsolutionRefresh yourcustomer ina timelymannerOfferadditionalassistanceMake notesof mainreason forthe call

Customer Effort BINGO - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Acknowledge the customers concern
  2. Engage
  3. Ask the customer if you may place them on hold
  4. Bleed orange
  5. Use KBs
  6. Smile
  7. Positively position
  8. Use power words
  9. Pitch the survey
  10. Acknowledge the impact the situation may have on the customer
  11. Recap
  12. Maintain a pleasant tone
  13. Check notes in DMP
  14. Ask relevant probing questions
  15. De Escalate
  16. Read order notes
  17. Clearly explain
  18. Take the customer along the journey
  19. Show willingness to assist
  20. Listen for Customer cues
  21. Remain confident
  22. Actively listen
  23. Set hold expectations
  24. Provide best solution
  25. Refresh your customer in a timely manner
  26. Offer additional assistance
  27. Make notes of main reason for the call