UseadvocacylanguageSay "I amhappy wegot this fixedfor youtoday"WarmtransferThank apatron fortheirinformationRecognizewith a patronhits yourtriggerSell theVALUEof DPRShow strongappreciationMake acustomsay theylove DPRMakesure toverifyDiscoverpersonaldetails abouta patronSmile duringyourconversationBefirmRefertoPolicyUse Stop-Challenge-Focus whentriggeredFullydiscoverwith thecustomerMake anangrypatronsatisfiedMake apatronlaughGivefeedback toa peer tobuildconnectionShow thepatron yourgenuineintentSolve anissue for arepeatpatronUseyourTools EducateRelate toacustomersconcernTakeownershipUseadvocacylanguageSay "I amhappy wegot this fixedfor youtoday"WarmtransferThank apatron fortheirinformationRecognizewith a patronhits yourtriggerSell theVALUEof DPRShow strongappreciationMake acustomsay theylove DPRMakesure toverifyDiscoverpersonaldetails abouta patronSmile duringyourconversationBefirmRefertoPolicyUse Stop-Challenge-Focus whentriggeredFullydiscoverwith thecustomerMake anangrypatronsatisfiedMake apatronlaughGivefeedback toa peer tobuildconnectionShow thepatron yourgenuineintentSolve anissue for arepeatpatronUseyourTools EducateRelate toacustomersconcernTakeownership

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