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