Use Stop-Challenge-Focus whentriggeredSell theVALUEof DPRShow thepatron yourgenuineintentSay "I amhappy wegot this fixedfor youtoday"Makesure toverifySolve anissue for arepeatpatronMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionMake apatronlaughEducateThank apatron fortheirinformationBefirmUseyourTools WarmtransferDiscoverpersonaldetails abouta patronRecognizewith a patronhits yourtriggerRefertoPolicySmile duringyourconversationShow strongappreciationFullydiscoverwith thecustomerTakeownershipUseadvocacylanguageMake anangrypatronsatisfiedRelate toacustomersconcernUse Stop-Challenge-Focus whentriggeredSell theVALUEof DPRShow thepatron yourgenuineintentSay "I amhappy wegot this fixedfor youtoday"Makesure toverifySolve anissue for arepeatpatronMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionMake apatronlaughEducateThank apatron fortheirinformationBefirmUseyourTools WarmtransferDiscoverpersonaldetails abouta patronRecognizewith a patronhits yourtriggerRefertoPolicySmile duringyourconversationShow strongappreciationFullydiscoverwith thecustomerTakeownershipUseadvocacylanguageMake anangrypatronsatisfiedRelate toacustomersconcern

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