RefertoPolicyMake anangrypatronsatisfiedBefirmUseadvocacylanguageSay "I amhappy wegot this fixedfor youtoday"Make acustomsay theylove DPRUseyourTools Givefeedback toa peer tobuildconnectionFullydiscoverwith thecustomerWarmtransferRelate toacustomersconcernEducateMakesure toverifyDiscoverpersonaldetails abouta patronSmile duringyourconversationRecognizewith a patronhits yourtriggerShow strongappreciationUse Stop-Challenge-Focus whentriggeredTakeownershipSolve anissue for arepeatpatronShow thepatron yourgenuineintentMake apatronlaughThank apatron fortheirinformationSell theVALUEof DPRRefertoPolicyMake anangrypatronsatisfiedBefirmUseadvocacylanguageSay "I amhappy wegot this fixedfor youtoday"Make acustomsay theylove DPRUseyourTools Givefeedback toa peer tobuildconnectionFullydiscoverwith thecustomerWarmtransferRelate toacustomersconcernEducateMakesure toverifyDiscoverpersonaldetails abouta patronSmile duringyourconversationRecognizewith a patronhits yourtriggerShow strongappreciationUse Stop-Challenge-Focus whentriggeredTakeownershipSolve anissue for arepeatpatronShow thepatron yourgenuineintentMake apatronlaughThank apatron fortheirinformationSell theVALUEof DPR

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