SUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISHANDLEA CALL INUNDER 4MINSUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLPULL UP VLON A CALLAND CHECKYOURSELFHANDLEA CALLUNDER 2MINSGIVE YOURCUSTOMERMORE THAN1 OPTIONWHEN USINGHOLD THANKTHEM FORHOLDING!CONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLCHECK FORUNDERSTANDINGWITH YOURCUSTOMERADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGCOMPLIMENTYOURCUSTOMERUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."WRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLASK 3PROBINGQUESTIONSASK YOURCUSTOMERHOW THEYARETAKENOTESDURINGTHE CALLCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERUSEEMPATHYMORE THANONCE ONYOUR CALLFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"POSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."CREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)HANDLEA CALL INUNDER 3MINS.SUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISHANDLEA CALL INUNDER 4MINSUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLPULL UP VLON A CALLAND CHECKYOURSELFHANDLEA CALLUNDER 2MINSGIVE YOURCUSTOMERMORE THAN1 OPTIONWHEN USINGHOLD THANKTHEM FORHOLDING!CONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLCHECK FORUNDERSTANDINGWITH YOURCUSTOMERADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGCOMPLIMENTYOURCUSTOMERUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."WRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLASK 3PROBINGQUESTIONSASK YOURCUSTOMERHOW THEYARETAKENOTESDURINGTHE CALLCONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERUSEEMPATHYMORE THANONCE ONYOUR CALLFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"POSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."CREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)HANDLEA CALL INUNDER 3MINS.

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