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