Givefeedback toa peer tobuildconnectionMake apatronlaughFullydiscoverwith thecustomerWarmtransferShow thepatron yourgenuineintentTakeownershipBefirmRelate toacustomersconcernRefertoPolicySmile duringyourconversationUse Stop-Challenge-Focus whentriggeredSay "I amhappy wegot this fixedfor youtoday"EducateRecognizewith a patronhits yourtriggerMake acustomsay theylove DPRShow strongappreciationSolve anissue for arepeatpatronDiscoverpersonaldetails abouta patronUseadvocacylanguageMake anangrypatronsatisfiedMakesure toverifyThank apatron fortheirinformationSell theVALUEof DPRUseyourTools Givefeedback toa peer tobuildconnectionMake apatronlaughFullydiscoverwith thecustomerWarmtransferShow thepatron yourgenuineintentTakeownershipBefirmRelate toacustomersconcernRefertoPolicySmile duringyourconversationUse Stop-Challenge-Focus whentriggeredSay "I amhappy wegot this fixedfor youtoday"EducateRecognizewith a patronhits yourtriggerMake acustomsay theylove DPRShow strongappreciationSolve anissue for arepeatpatronDiscoverpersonaldetails abouta patronUseadvocacylanguageMake anangrypatronsatisfiedMakesure toverifyThank apatron fortheirinformationSell theVALUEof DPRUseyourTools 

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Give feedback to a peer to build connection
  2. Make a patron laugh
  3. Fully discover with the customer
  4. Warm transfer
  5. Show the patron your genuine intent
  6. Take ownership
  7. Be firm
  8. Relate to a customers concern
  9. Refer to Policy
  10. Smile during your conversation
  11. Use Stop-Challenge-Focus when triggered
  12. Say "I am happy we got this fixed for you today"
  13. Educate
  14. Recognize with a patron hits your trigger
  15. Make a custom say they love DPR
  16. Show strong appreciation
  17. Solve an issue for a repeat patron
  18. Discover personal details about a patron
  19. Use advocacy language
  20. Make an angry patron satisfied
  21. Make sure to verify
  22. Thank a patron for their information
  23. Sell the VALUE of DPR
  24. Use your Tools