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