TAKENOTESDURINGTHE CALLWRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLASK YOURCUSTOMERHOW THEYAREHANDLEA CALL INUNDER 3MINS.HANDLEA CALLUNDER 2MINSGIVE YOURCUSTOMERMORE THAN1 OPTIONCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYUSEEMPATHYMORE THANONCE ONYOUR CALLFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"USE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERSUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)USE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."CONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGPULL UP VLON A CALLAND CHECKYOURSELFPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWWHEN USINGHOLD THANKTHEM FORHOLDING!CHECK FORUNDERSTANDINGWITH YOURCUSTOMERASK 3PROBINGQUESTIONSHANDLEA CALL INUNDER 4MINSCOMPLIMENTYOURCUSTOMERUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."TAKENOTESDURINGTHE CALLWRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLASK YOURCUSTOMERHOW THEYAREHANDLEA CALL INUNDER 3MINS.HANDLEA CALLUNDER 2MINSGIVE YOURCUSTOMERMORE THAN1 OPTIONCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYUSEEMPATHYMORE THANONCE ONYOUR CALLFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"USE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERSUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)USE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."CONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGPULL UP VLON A CALLAND CHECKYOURSELFPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWWHEN USINGHOLD THANKTHEM FORHOLDING!CHECK FORUNDERSTANDINGWITH YOURCUSTOMERASK 3PROBINGQUESTIONSHANDLEA CALL INUNDER 4MINSCOMPLIMENTYOURCUSTOMERUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."

CEM/EMPATHY BINGO - 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. TAKE NOTES DURING THE CALL
  2. WRITE IN Y0UR OWN EMPATHY STATEMENT AND USE IT ON A CALL
  3. ASK YOUR CUSTOMER HOW THEY ARE
  4. HANDLE A CALL IN UNDER 3 MINS.
  5. HANDLE A CALL UNDER 2 MINS
  6. GIVE YOUR CUSTOMER MORE THAN 1 OPTION
  7. CONGRATULATE A CUSTOMER ON THEIR PAYMENT HISTORY
  8. USE EMPATHY MORE THAN ONCE ON YOUR CALL
  9. FCR "DID THAT TAKE CARE OF THE REASON FOR YOUR CALL?"
  10. USE PLEASE AND THANK YOU THROUGHOUT YOUR CALL
  11. CONGRATULATE A CUSTOMER ON HOW LONG THEY HAVE BEEN A WELLS FARGO MEMBER
  12. SUMMARIZE BACK TO THE CUSTOMER WHAT THEIR REQUEST IS
  13. CREATE YOUR OWN (MUST BE SOMETHING NOT LISTED AND EFFECT CEM OR EMPATHY)
  14. USE EMPATHY PHRASE- 'THAT IS REALLY FRUSTRATING. I CAN UNDERSTAND HOW YOU FEEL."
  15. CONGRATULATE A CUSTOMER ON HOW LONG THEY HAVE BEEN A WELLS FARGO MEMBER DO NOT SAY “UM” ONCE DURING A PHONE CALL
  16. ADVISED Y0UR CUSTOMER THE STEPS YOU ARE TAKING
  17. PULL UP VL ON A CALL AND CHECK YOURSELF
  18. POSITIVE LANGUAGE AVOID- I THINK, UM, MAYBE, SHOULD, I DON’T KNOW
  19. WHEN USING HOLD THANK THEM FOR HOLDING!
  20. CHECK FOR UNDERSTANDING WITH YOUR CUSTOMER
  21. ASK 3 PROBING QUESTIONS
  22. HANDLE A CALL IN UNDER 4 MINS
  23. COMPLIMENT YOUR CUSTOMER
  24. USE EMPATHY PHRASE- "IT'S PERFECTLY UNDERSTANDABLE THAT YOU'RE VERY UPSET ABOUT WHAT'S HAPPENED."