Smile duringyourconversationShow strongappreciationMake anangrypatronsatisfiedWarmtransferMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionMakesure toverifyRefertoPolicyBefirmTakeownershipUseyourTools Discoverpersonaldetails abouta patronRelate toacustomersconcernSay "I amhappy wegot this fixedfor youtoday"Sell theVALUEof DPRMake apatronlaughUse Stop-Challenge-Focus whentriggeredThank apatron fortheirinformationSolve anissue for arepeatpatronRecognizewith a patronhits yourtriggerFullydiscoverwith thecustomerUseadvocacylanguageEducateShow thepatron yourgenuineintentSmile duringyourconversationShow strongappreciationMake anangrypatronsatisfiedWarmtransferMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionMakesure toverifyRefertoPolicyBefirmTakeownershipUseyourTools Discoverpersonaldetails abouta patronRelate toacustomersconcernSay "I amhappy wegot this fixedfor youtoday"Sell theVALUEof DPRMake apatronlaughUse Stop-Challenge-Focus whentriggeredThank apatron fortheirinformationSolve anissue for arepeatpatronRecognizewith a patronhits yourtriggerFullydiscoverwith thecustomerUseadvocacylanguageEducateShow thepatron yourgenuineintent

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Smile during your conversation
  2. Show strong appreciation
  3. Make an angry patron satisfied
  4. Warm transfer
  5. Make a custom say they love DPR
  6. Give feedback to a peer to build connection
  7. Make sure to verify
  8. Refer to Policy
  9. Be firm
  10. Take ownership
  11. Use your Tools
  12. Discover personal details about a patron
  13. Relate to a customers concern
  14. Say "I am happy we got this fixed for you today"
  15. Sell the VALUE of DPR
  16. Make a patron laugh
  17. Use Stop-Challenge-Focus when triggered
  18. Thank a patron for their information
  19. Solve an issue for a repeat patron
  20. Recognize with a patron hits your trigger
  21. Fully discover with the customer
  22. Use advocacy language
  23. Educate
  24. Show the patron your genuine intent