Recognizewith a patronhits yourtriggerFullydiscoverwith thecustomerMakesure toverifySell theVALUEof DPRDiscoverpersonaldetails abouta patronEducateWarmtransferSolve anissue for arepeatpatronMake anangrypatronsatisfiedShow strongappreciationUseyourTools Show thepatron yourgenuineintentMake acustomsay theylove DPRUse Stop-Challenge-Focus whentriggeredRefertoPolicySmile duringyourconversationRelate toacustomersconcernTakeownershipBefirmThank apatron fortheirinformationGivefeedback toa peer tobuildconnectionMake apatronlaughSay "I amhappy wegot this fixedfor youtoday"UseadvocacylanguageRecognizewith a patronhits yourtriggerFullydiscoverwith thecustomerMakesure toverifySell theVALUEof DPRDiscoverpersonaldetails abouta patronEducateWarmtransferSolve anissue for arepeatpatronMake anangrypatronsatisfiedShow strongappreciationUseyourTools Show thepatron yourgenuineintentMake acustomsay theylove DPRUse Stop-Challenge-Focus whentriggeredRefertoPolicySmile duringyourconversationRelate toacustomersconcernTakeownershipBefirmThank apatron fortheirinformationGivefeedback toa peer tobuildconnectionMake apatronlaughSay "I amhappy wegot this fixedfor youtoday"Useadvocacylanguage

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