CREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)USE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGHANDLEA CALL INUNDER 3MINS.ASK YOURCUSTOMERHOW THEYAREFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"CHECK FORUNDERSTANDINGWITH YOURCUSTOMERASK 3PROBINGQUESTIONSUSEEMPATHYMORE THANONCE ONYOUR CALLHANDLEA CALL INUNDER 4MINSCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERWHEN USINGHOLD THANKTHEM FORHOLDING!USE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."CONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYHANDLEA CALLUNDER 2MINSSUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISTAKENOTESDURINGTHE CALLPULL UP VLON A CALLAND CHECKYOURSELFGIVE YOURCUSTOMERMORE THAN1 OPTIONUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."COMPLIMENTYOURCUSTOMERPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWWRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)USE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGHANDLEA CALL INUNDER 3MINS.ASK YOURCUSTOMERHOW THEYAREFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"CHECK FORUNDERSTANDINGWITH YOURCUSTOMERASK 3PROBINGQUESTIONSUSEEMPATHYMORE THANONCE ONYOUR CALLHANDLEA CALL INUNDER 4MINSCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERWHEN USINGHOLD THANKTHEM FORHOLDING!USE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."CONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYHANDLEA CALLUNDER 2MINSSUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISTAKENOTESDURINGTHE CALLPULL UP VLON A CALLAND CHECKYOURSELFGIVE YOURCUSTOMERMORE THAN1 OPTIONUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."COMPLIMENTYOURCUSTOMERPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWWRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALL

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