Thank apatron fortheirinformationWarmtransferTakeownershipEducateUseadvocacylanguageBefirmRelate toacustomersconcernShow thepatron yourgenuineintentRefertoPolicyShow strongappreciationUseyourTools Make anangrypatronsatisfiedSmile duringyourconversationSolve anissue for arepeatpatronSay "I amhappy wegot this fixedfor youtoday"Makesure toverifyMake acustomsay theylove DPRRecognizewith a patronhits yourtriggerFullydiscoverwith thecustomerMake apatronlaughSell theVALUEof DPRGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta patronUse Stop-Challenge-Focus whentriggeredThank apatron fortheirinformationWarmtransferTakeownershipEducateUseadvocacylanguageBefirmRelate toacustomersconcernShow thepatron yourgenuineintentRefertoPolicyShow strongappreciationUseyourTools Make anangrypatronsatisfiedSmile duringyourconversationSolve anissue for arepeatpatronSay "I amhappy wegot this fixedfor youtoday"Makesure toverifyMake acustomsay theylove DPRRecognizewith a patronhits yourtriggerFullydiscoverwith thecustomerMake apatronlaughSell theVALUEof DPRGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta patronUse Stop-Challenge-Focus whentriggered

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