HANDLEA CALL INUNDER 3MINS.COMPLIMENTYOURCUSTOMERCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERHANDLEA CALL INUNDER 4MINSUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."WRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLPULL UP VLON A CALLAND CHECKYOURSELFCHECK FORUNDERSTANDINGWITH YOURCUSTOMERCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)WHEN USINGHOLD THANKTHEM FORHOLDING!ASK 3PROBINGQUESTIONSTAKENOTESDURINGTHE CALLUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."HANDLEA CALLUNDER 2MINSCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLUSEEMPATHYMORE THANONCE ONYOUR CALLASK YOURCUSTOMERHOW THEYARESUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"GIVE YOURCUSTOMERMORE THAN1 OPTIONPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWHANDLEA CALL INUNDER 3MINS.COMPLIMENTYOURCUSTOMERCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERHANDLEA CALL INUNDER 4MINSUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."WRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLPULL UP VLON A CALLAND CHECKYOURSELFCHECK FORUNDERSTANDINGWITH YOURCUSTOMERCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)WHEN USINGHOLD THANKTHEM FORHOLDING!ASK 3PROBINGQUESTIONSTAKENOTESDURINGTHE CALLUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."HANDLEA CALLUNDER 2MINSCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLUSEEMPATHYMORE THANONCE ONYOUR CALLASK YOURCUSTOMERHOW THEYARESUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"GIVE YOURCUSTOMERMORE THAN1 OPTIONPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOW

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.


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