HANDLEA CALL INUNDER 4MINSWHEN USINGHOLD THANKTHEM FORHOLDING!CONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERSUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."FCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"POSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLASK YOURCUSTOMERHOW THEYAREPULL UP VLON A CALLAND CHECKYOURSELFTAKENOTESDURINGTHE CALLCOMPLIMENTYOURCUSTOMERCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)ASK 3PROBINGQUESTIONSHANDLEA CALL INUNDER 3MINS.WRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."CONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGGIVE YOURCUSTOMERMORE THAN1 OPTIONUSEEMPATHYMORE THANONCE ONYOUR CALLHANDLEA CALLUNDER 2MINSCHECK FORUNDERSTANDINGWITH YOURCUSTOMERHANDLEA CALL INUNDER 4MINSWHEN USINGHOLD THANKTHEM FORHOLDING!CONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERSUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."FCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"POSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLASK YOURCUSTOMERHOW THEYAREPULL UP VLON A CALLAND CHECKYOURSELFTAKENOTESDURINGTHE CALLCOMPLIMENTYOURCUSTOMERCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)ASK 3PROBINGQUESTIONSHANDLEA CALL INUNDER 3MINS.WRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."CONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGGIVE YOURCUSTOMERMORE THAN1 OPTIONUSEEMPATHYMORE THANONCE ONYOUR CALLHANDLEA CALLUNDER 2MINSCHECK FORUNDERSTANDINGWITH YOURCUSTOMER

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