Agent asked"anythingelse i canhelp withtoday?"Agent Said"Im sorry youare feelingthis way"Agentadvised howcustomer canself serviceongoingEmpathyShownBankDetailsChangedOpen,Probing,ClosedQuestions allused on 1 CallAgentconfirmedthe situation- Reflectedon issueComplaintRaisedSettlementFigureProvidedSympathyShownCardPaymentTakenCustomersaid"Thankyou"ProbingQuestionOpenQuestionApplicationCallHandledClosedQuestionVerbalNods(hmm, Iunderstand)LoanApplicationAmendedID&VFailedPitchChangesto createpositivityCustomerServiceQueryHandledAddressChangeCompletedAgent offeredSolution toproblem whichcustomeracceptedAgentBumped upquery toTL/TL ChatAgent asked"anythingelse i canhelp withtoday?"Agent Said"Im sorry youare feelingthis way"Agentadvised howcustomer canself serviceongoingEmpathyShownBankDetailsChangedOpen,Probing,ClosedQuestions allused on 1 CallAgentconfirmedthe situation- Reflectedon issueComplaintRaisedSettlementFigureProvidedSympathyShownCardPaymentTakenCustomersaid"Thankyou"ProbingQuestionOpenQuestionApplicationCallHandledClosedQuestionVerbalNods(hmm, Iunderstand)LoanApplicationAmendedID&VFailedPitchChangesto createpositivityCustomerServiceQueryHandledAddressChangeCompletedAgent offeredSolution toproblem whichcustomeracceptedAgentBumped upquery toTL/TL Chat

Metro Bank Bing - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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.


1
I
2
B
3
G
4
G
5
G
6
G
7
N
8
I
9
O
10
O
11
O
12
O
13
B
14
N
15
I
16
B
17
B
18
B
19
I
20
O
21
N
22
I
23
N
24
G
  1. I-Agent asked "anything else i can help with today?"
  2. B-Agent Said "Im sorry you are feeling this way"
  3. G-Agent advised how customer can self service ongoing
  4. G-Empathy Shown
  5. G-Bank Details Changed
  6. G-Open, Probing, Closed Questions all used on 1 Call
  7. N-Agent confirmed the situation - Reflected on issue
  8. I-Complaint Raised
  9. O-Settlement Figure Provided
  10. O-Sympathy Shown
  11. O-Card Payment Taken
  12. O-Customer said "Thank you"
  13. B-Probing Question
  14. N-Open Question
  15. I-Application Call Handled
  16. B-Closed Question
  17. B-Verbal Nods (hmm, I understand)
  18. B-Loan Application Amended
  19. I-ID&V Failed
  20. O-Pitch Changes to create positivity
  21. N-Customer Service Query Handled
  22. I-Address Change Completed
  23. N-Agent offered Solution to problem which customer accepted
  24. G-Agent Bumped up query to TL/TL Chat