RefertoPolicyWarmtransferUseyourTools Solve anissue for arepeatpatronMake acustomsay theylove DPRShow strongappreciationThank apatron fortheirinformationMake apatronlaughBefirmUse Stop-Challenge-Focus whentriggeredGivefeedback toa peer tobuildconnectionEducateSay "I amhappy wegot this fixedfor youtoday"Recognizewith a patronhits yourtriggerUseadvocacylanguageRelate toacustomersconcernSell theVALUEof DPRFullydiscoverwith thecustomerTakeownershipMake anangrypatronsatisfiedDiscoverpersonaldetails abouta patronSmile duringyourconversationMakesure toverifyShow thepatron yourgenuineintentRefertoPolicyWarmtransferUseyourTools Solve anissue for arepeatpatronMake acustomsay theylove DPRShow strongappreciationThank apatron fortheirinformationMake apatronlaughBefirmUse Stop-Challenge-Focus whentriggeredGivefeedback toa peer tobuildconnectionEducateSay "I amhappy wegot this fixedfor youtoday"Recognizewith a patronhits yourtriggerUseadvocacylanguageRelate toacustomersconcernSell theVALUEof DPRFullydiscoverwith thecustomerTakeownershipMake anangrypatronsatisfiedDiscoverpersonaldetails abouta patronSmile duringyourconversationMakesure toverifyShow thepatron yourgenuineintent

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