Say "I amhappy wegot this fixedfor youtoday"Use Stop-Challenge-Focus whentriggeredUseadvocacylanguageShow strongappreciationSell theVALUEof DPRMake apatronlaughWarmtransferMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta patronBefirmFullydiscoverwith thecustomerSmile duringyourconversationMakesure toverifyRelate toacustomersconcernRecognizewith a patronhits yourtriggerSolve anissue for arepeatpatronTakeownershipThank apatron fortheirinformationEducateRefertoPolicyMake anangrypatronsatisfiedShow thepatron yourgenuineintentUseyourTools Say "I amhappy wegot this fixedfor youtoday"Use Stop-Challenge-Focus whentriggeredUseadvocacylanguageShow strongappreciationSell theVALUEof DPRMake apatronlaughWarmtransferMake acustomsay theylove DPRGivefeedback toa peer tobuildconnectionDiscoverpersonaldetails abouta patronBefirmFullydiscoverwith thecustomerSmile duringyourconversationMakesure toverifyRelate toacustomersconcernRecognizewith a patronhits yourtriggerSolve anissue for arepeatpatronTakeownershipThank apatron fortheirinformationEducateRefertoPolicyMake anangrypatronsatisfiedShow thepatron yourgenuineintentUseyourTools 

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