Make apatronlaughMake anangrypatronsatisfiedShow strongappreciationSay "I amhappy wegot this fixedfor youtoday"Make acustomsay theylove DPRFullydiscoverwith thecustomerShow thepatron yourgenuineintentTakeownershipDiscoverpersonaldetails abouta patronMakesure toverifyBefirmUse Stop-Challenge-Focus whentriggeredUseyourTools Sell theVALUEof DPRSmile duringyourconversationRefertoPolicySolve anissue for arepeatpatronEducateWarmtransferGivefeedback toa peer tobuildconnectionUseadvocacylanguageRelate toacustomersconcernRecognizewith a patronhits yourtriggerThank apatron fortheirinformationMake apatronlaughMake anangrypatronsatisfiedShow strongappreciationSay "I amhappy wegot this fixedfor youtoday"Make acustomsay theylove DPRFullydiscoverwith thecustomerShow thepatron yourgenuineintentTakeownershipDiscoverpersonaldetails abouta patronMakesure toverifyBefirmUse Stop-Challenge-Focus whentriggeredUseyourTools Sell theVALUEof DPRSmile duringyourconversationRefertoPolicySolve anissue for arepeatpatronEducateWarmtransferGivefeedback toa peer tobuildconnectionUseadvocacylanguageRelate toacustomersconcernRecognizewith a patronhits yourtriggerThank apatron fortheirinformation

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