Smile duringyourconversationSay "I amhappy wegot this fixedfor youtoday"RefertoPolicyShow strongappreciationMake anangrypatronsatisfiedThank apatron fortheirinformationBefirmMake acustomsay theylove DPRShow thepatron yourgenuineintentUseadvocacylanguageMakesure toverifyEducateRecognizewith a patronhits yourtriggerSolve anissue for arepeatpatronUse Stop-Challenge-Focus whentriggeredWarmtransferGivefeedback toa peer tobuildconnectionMake apatronlaughSell theVALUEof DPRRelate toacustomersconcernUseyourTools TakeownershipDiscoverpersonaldetails abouta patronFullydiscoverwith thecustomerSmile duringyourconversationSay "I amhappy wegot this fixedfor youtoday"RefertoPolicyShow strongappreciationMake anangrypatronsatisfiedThank apatron fortheirinformationBefirmMake acustomsay theylove DPRShow thepatron yourgenuineintentUseadvocacylanguageMakesure toverifyEducateRecognizewith a patronhits yourtriggerSolve anissue for arepeatpatronUse Stop-Challenge-Focus whentriggeredWarmtransferGivefeedback toa peer tobuildconnectionMake apatronlaughSell theVALUEof DPRRelate toacustomersconcernUseyourTools TakeownershipDiscoverpersonaldetails abouta patronFullydiscoverwith thecustomer

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