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