Makesure toverifyDiscoverpersonaldetails abouta patronUse Stop-Challenge-Focus whentriggeredRelate toacustomersconcernMake anangrypatronsatisfiedFullydiscoverwith thecustomerRefertoPolicyThank apatron fortheirinformationWarmtransferSell theVALUEof DPRUseyourTools Recognizewith a patronhits yourtriggerBefirmUseadvocacylanguageEducateSmile duringyourconversationSay "I amhappy wegot this fixedfor youtoday"TakeownershipShow strongappreciationMake apatronlaughMake acustomsay theylove DPRShow thepatron yourgenuineintentGivefeedback toa peer tobuildconnectionSolve anissue for arepeatpatronMakesure toverifyDiscoverpersonaldetails abouta patronUse Stop-Challenge-Focus whentriggeredRelate toacustomersconcernMake anangrypatronsatisfiedFullydiscoverwith thecustomerRefertoPolicyThank apatron fortheirinformationWarmtransferSell theVALUEof DPRUseyourTools Recognizewith a patronhits yourtriggerBefirmUseadvocacylanguageEducateSmile duringyourconversationSay "I amhappy wegot this fixedfor youtoday"TakeownershipShow strongappreciationMake apatronlaughMake acustomsay theylove DPRShow thepatron yourgenuineintentGivefeedback toa peer tobuildconnectionSolve anissue for arepeatpatron

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