Discoverpersonaldetails abouta patronShow strongappreciationShow thepatron yourgenuineintentUseyourTools Use Stop-Challenge-Focus whentriggeredRefertoPolicyGivefeedback toa peer tobuildconnectionFullydiscoverwith thecustomerBefirmEducateMake apatronlaughMake anangrypatronsatisfiedThank apatron fortheirinformationSmile duringyourconversationUseadvocacylanguageSolve anissue for arepeatpatronSell theVALUEof DPRSay "I amhappy wegot this fixedfor youtoday"WarmtransferMake acustomsay theylove DPRRelate toacustomersconcernTakeownershipRecognizewith a patronhits yourtriggerMakesure toverifyDiscoverpersonaldetails abouta patronShow strongappreciationShow thepatron yourgenuineintentUseyourTools Use Stop-Challenge-Focus whentriggeredRefertoPolicyGivefeedback toa peer tobuildconnectionFullydiscoverwith thecustomerBefirmEducateMake apatronlaughMake anangrypatronsatisfiedThank apatron fortheirinformationSmile duringyourconversationUseadvocacylanguageSolve anissue for arepeatpatronSell theVALUEof DPRSay "I amhappy wegot this fixedfor youtoday"WarmtransferMake acustomsay theylove DPRRelate toacustomersconcernTakeownershipRecognizewith a patronhits yourtriggerMakesure toverify

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