(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.
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B-Probing Question
I-Agent asked "anything else i can help with today?"
I-Application Call Handled
N-Agent offered Solution to problem which customer accepted
O-Pitch Changes to create positivity
G-Empathy Shown
B-Closed Question
O-Settlement Figure Provided
O-Sympathy Shown
I-Complaint Raised
N-Customer Service Query Handled
G-Bank Details Changed
O-Customer said "Thank you"
I-Address Change Completed
G-Agent Bumped up query to TL/TL Chat
G-Open, Probing, Closed Questions all used on 1 Call
N-Open Question
B-Verbal Nods (hmm, I understand)
O-Card Payment Taken
B-Agent Said "Im sorry you are feeling this way"
G-Agent advised how customer can self service ongoing
N-Agent confirmed the situation - Reflected on issue
