Fullydiscoverwith thecustomerThank apatron fortheirinformationMake apatronlaughGivefeedback toa peer tobuildconnectionUseyourTools BefirmMake anangrypatronsatisfiedRecognizewith a patronhits yourtriggerShow strongappreciationDiscoverpersonaldetails abouta patronSmile duringyourconversationSay "I amhappy wegot this fixedfor youtoday"Use Stop-Challenge-Focus whentriggeredEducateUseadvocacylanguageRefertoPolicyShow thepatron yourgenuineintentMake acustomsay theylove DPRSolve anissue for arepeatpatronMakesure toverifySell theVALUEof DPRRelate toacustomersconcernWarmtransferTakeownershipFullydiscoverwith thecustomerThank apatron fortheirinformationMake apatronlaughGivefeedback toa peer tobuildconnectionUseyourTools BefirmMake anangrypatronsatisfiedRecognizewith a patronhits yourtriggerShow strongappreciationDiscoverpersonaldetails abouta patronSmile duringyourconversationSay "I amhappy wegot this fixedfor youtoday"Use Stop-Challenge-Focus whentriggeredEducateUseadvocacylanguageRefertoPolicyShow thepatron yourgenuineintentMake acustomsay theylove DPRSolve anissue for arepeatpatronMakesure toverifySell theVALUEof DPRRelate toacustomersconcernWarmtransferTakeownership

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