Say "I amhappy wegot this fixedfor youtoday"Recognizewith a patronhits yourtriggerSmile duringyourconversationBefirmMake apatronlaughSolve anissue for arepeatpatronMakesure toverifyRelate toacustomersconcernMake acustomsay theylove DPRUseadvocacylanguageRefertoPolicyDiscoverpersonaldetails abouta patronShow strongappreciationThank apatron fortheirinformationUse Stop-Challenge-Focus whentriggeredTakeownershipFullydiscoverwith thecustomerWarmtransferSell theVALUEof DPREducateShow thepatron yourgenuineintentUseyourTools Make anangrypatronsatisfiedGivefeedback toa peer tobuildconnectionSay "I amhappy wegot this fixedfor youtoday"Recognizewith a patronhits yourtriggerSmile duringyourconversationBefirmMake apatronlaughSolve anissue for arepeatpatronMakesure toverifyRelate toacustomersconcernMake acustomsay theylove DPRUseadvocacylanguageRefertoPolicyDiscoverpersonaldetails abouta patronShow strongappreciationThank apatron fortheirinformationUse Stop-Challenge-Focus whentriggeredTakeownershipFullydiscoverwith thecustomerWarmtransferSell theVALUEof DPREducateShow thepatron yourgenuineintentUseyourTools Make anangrypatronsatisfiedGivefeedback toa peer tobuildconnection

De-Escalation - 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. Say "I am happy we got this fixed for you today"
  2. Recognize with a patron hits your trigger
  3. Smile during your conversation
  4. Be firm
  5. Make a patron laugh
  6. Solve an issue for a repeat patron
  7. Make sure to verify
  8. Relate to a customers concern
  9. Make a custom say they love DPR
  10. Use advocacy language
  11. Refer to Policy
  12. Discover personal details about a patron
  13. Show strong appreciation
  14. Thank a patron for their information
  15. Use Stop-Challenge-Focus when triggered
  16. Take ownership
  17. Fully discover with the customer
  18. Warm transfer
  19. Sell the VALUE of DPR
  20. Educate
  21. Show the patron your genuine intent
  22. Use your Tools
  23. Make an angry patron satisfied
  24. Give feedback to a peer to build connection