USEEMPATHYMORE THANONCE ONYOUR CALLASK 3PROBINGQUESTIONSFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"CHECK FORUNDERSTANDINGWITH YOURCUSTOMERADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)ASK YOURCUSTOMERHOW THEYARECONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLGIVE YOURCUSTOMERMORE THAN1 OPTIONCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLHANDLEA CALL INUNDER 4MINSCOMPLIMENTYOURCUSTOMERUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."WHEN USINGHOLD THANKTHEM FORHOLDING!SUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISHANDLEA CALLUNDER 2MINSPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYPULL UP VLON A CALLAND CHECKYOURSELFTAKENOTESDURINGTHE CALLWRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."HANDLEA CALL INUNDER 3MINS.USEEMPATHYMORE THANONCE ONYOUR CALLASK 3PROBINGQUESTIONSFCR "DIDTHAT TAKECARE OF THEREASON FORYOUR CALL?"CHECK FORUNDERSTANDINGWITH YOURCUSTOMERADVISEDY0URCUSTOMERTHE STEPSYOU ARETAKINGCREATE YOUROWN (MUST BESOMETHINGNOT LISTED ANDEFFECT CEM OREMPATHY)ASK YOURCUSTOMERHOW THEYARECONGRATULATEA CUSTOMERON HOW LONGTHEY HAVEBEEN A WELLSFARGO MEMBERUSE PLEASEAND THANKYOUTHROUGHOUTYOUR CALLGIVE YOURCUSTOMERMORE THAN1 OPTIONCONGRATULATE ACUSTOMER ON HOWLONG THEY HAVEBEEN A WELLSFARGO MEMBERDO NOT SAY “UM”ONCE DURING APHONE CALLHANDLEA CALL INUNDER 4MINSCOMPLIMENTYOURCUSTOMERUSE EMPATHYPHRASE- "IT'SPERFECTLYUNDERSTANDABLETHAT YOU'RE VERYUPSET ABOUTWHAT'SHAPPENED."WHEN USINGHOLD THANKTHEM FORHOLDING!SUMMARIZEBACK TO THECUSTOMERWHAT THEIRREQUEST ISHANDLEA CALLUNDER 2MINSPOSITIVELANGUAGEAVOID- I THINK,UM, MAYBE,SHOULD, IDON’T KNOWCONGRATULATEA CUSTOMERON THEIRPAYMENTHISTORYPULL UP VLON A CALLAND CHECKYOURSELFTAKENOTESDURINGTHE CALLWRITE INY0UR OWNEMPATHYSTATEMENTAND USE ITON A CALLUSE EMPATHYPHRASE- 'THAT ISREALLYFRUSTRATING. ICAN UNDERSTANDHOW YOU FEEL."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. USE EMPATHY MORE THAN ONCE ON YOUR CALL
  2. ASK 3 PROBING QUESTIONS
  3. FCR "DID THAT TAKE CARE OF THE REASON FOR YOUR CALL?"
  4. CHECK FOR UNDERSTANDING WITH YOUR CUSTOMER
  5. ADVISED Y0UR CUSTOMER THE STEPS YOU ARE TAKING
  6. CREATE YOUR OWN (MUST BE SOMETHING NOT LISTED AND EFFECT CEM OR EMPATHY)
  7. ASK YOUR CUSTOMER HOW THEY ARE
  8. CONGRATULATE A CUSTOMER ON HOW LONG THEY HAVE BEEN A WELLS FARGO MEMBER
  9. USE PLEASE AND THANK YOU THROUGHOUT YOUR CALL
  10. GIVE YOUR CUSTOMER MORE THAN 1 OPTION
  11. CONGRATULATE A CUSTOMER ON HOW LONG THEY HAVE BEEN A WELLS FARGO MEMBER DO NOT SAY “UM” ONCE DURING A PHONE CALL
  12. HANDLE A CALL IN UNDER 4 MINS
  13. COMPLIMENT YOUR CUSTOMER
  14. USE EMPATHY PHRASE- "IT'S PERFECTLY UNDERSTANDABLE THAT YOU'RE VERY UPSET ABOUT WHAT'S HAPPENED."
  15. WHEN USING HOLD THANK THEM FOR HOLDING!
  16. SUMMARIZE BACK TO THE CUSTOMER WHAT THEIR REQUEST IS
  17. HANDLE A CALL UNDER 2 MINS
  18. POSITIVE LANGUAGE AVOID- I THINK, UM, MAYBE, SHOULD, I DON’T KNOW
  19. CONGRATULATE A CUSTOMER ON THEIR PAYMENT HISTORY
  20. PULL UP VL ON A CALL AND CHECK YOURSELF
  21. TAKE NOTES DURING THE CALL
  22. WRITE IN Y0UR OWN EMPATHY STATEMENT AND USE IT ON A CALL
  23. USE EMPATHY PHRASE- 'THAT IS REALLY FRUSTRATING. I CAN UNDERSTAND HOW YOU FEEL."
  24. HANDLE A CALL IN UNDER 3 MINS.