Recognizewith a patronhits yourtriggerMake anangrypatronsatisfiedFullydiscoverwith thecustomerSmile duringyourconversationShow thepatron yourgenuineintentSay "I amhappy wegot this fixedfor youtoday"Make acustomsay theylove DPRWarmtransferUseyourTools Givefeedback toa peer tobuildconnectionRelate toacustomersconcernTakeownershipMakesure toverifySell theVALUEof DPRThank apatron fortheirinformationUse Stop-Challenge-Focus whentriggeredDiscoverpersonaldetails abouta patronSolve anissue for arepeatpatronRefertoPolicyEducateBefirmUseadvocacylanguageShow strongappreciationMake apatronlaughRecognizewith a patronhits yourtriggerMake anangrypatronsatisfiedFullydiscoverwith thecustomerSmile duringyourconversationShow thepatron yourgenuineintentSay "I amhappy wegot this fixedfor youtoday"Make acustomsay theylove DPRWarmtransferUseyourTools Givefeedback toa peer tobuildconnectionRelate toacustomersconcernTakeownershipMakesure toverifySell theVALUEof DPRThank apatron fortheirinformationUse Stop-Challenge-Focus whentriggeredDiscoverpersonaldetails abouta patronSolve anissue for arepeatpatronRefertoPolicyEducateBefirmUseadvocacylanguageShow strongappreciationMake apatronlaugh

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