UseyourTools Sell theVALUEof DPRFullydiscoverwith thecustomerEducateMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionUse Stop-Challenge-Focus whentriggeredShow strongappreciationMake apatronlaughSmile duringyourconversationSolve anissue for arepeatpatronShow thepatron yourgenuineintentWarmtransferRelate toacustomersconcernBefirmMakesure toverifyRefertoPolicyRecognizewith a patronhits yourtriggerDiscoverpersonaldetails abouta patronMake anangrypatronsatisfiedTakeownershipSay "I amhappy wegot this fixedfor youtoday"UseadvocacylanguageThank apatron fortheirinformationUseyourTools Sell theVALUEof DPRFullydiscoverwith thecustomerEducateMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionUse Stop-Challenge-Focus whentriggeredShow strongappreciationMake apatronlaughSmile duringyourconversationSolve anissue for arepeatpatronShow thepatron yourgenuineintentWarmtransferRelate toacustomersconcernBefirmMakesure toverifyRefertoPolicyRecognizewith a patronhits yourtriggerDiscoverpersonaldetails abouta patronMake anangrypatronsatisfiedTakeownershipSay "I amhappy wegot this fixedfor youtoday"UseadvocacylanguageThank apatron fortheirinformation

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