VerbalNods(hmm, Iunderstand)ComplaintRaisedSympathyShownAgentBumped upquery toTL/TL ChatEmpathyShownLoanApplicationAmendedPitchChangesto createpositivityID&VFailedBankDetailsChangedOpenQuestionAddressChangeCompletedAgentadvised howcustomer canself serviceongoingAgent offeredSolution toproblem whichcustomeracceptedOpen,Probing,ClosedQuestions allused on 1 CallClosedQuestionAgent asked"anythingelse i canhelp withtoday?"CustomerServiceQueryHandledAgentconfirmedthe situation- Reflectedon issueCardPaymentTakenSettlementFigureProvidedApplicationCallHandledCustomersaid"Thankyou"Agent Said"Im sorry youare feelingthis way"ProbingQuestionVerbalNods(hmm, Iunderstand)ComplaintRaisedSympathyShownAgentBumped upquery toTL/TL ChatEmpathyShownLoanApplicationAmendedPitchChangesto createpositivityID&VFailedBankDetailsChangedOpenQuestionAddressChangeCompletedAgentadvised howcustomer canself serviceongoingAgent offeredSolution toproblem whichcustomeracceptedOpen,Probing,ClosedQuestions allused on 1 CallClosedQuestionAgent asked"anythingelse i canhelp withtoday?"CustomerServiceQueryHandledAgentconfirmedthe situation- Reflectedon issueCardPaymentTakenSettlementFigureProvidedApplicationCallHandledCustomersaid"Thankyou"Agent Said"Im sorry youare feelingthis way"ProbingQuestion

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