ApplicationCallHandledLoanApplicationAmendedAgent offeredSolution toproblem whichcustomeracceptedAgentconfirmedthe situation- Reflectedon issueVerbalNods(hmm, Iunderstand)ClosedQuestionSettlementFigureProvidedOpenQuestionAddressChangeCompletedBankDetailsChangedAgent Said"Im sorry youare feelingthis way"AgentBumped upquery toTL/TL ChatSympathyShownPitchChangesto createpositivityID&VFailedComplaintRaisedAgentadvised howcustomer canself serviceongoingCardPaymentTakenCustomersaid"Thankyou"EmpathyShownAgent asked"anythingelse i canhelp withtoday?"CustomerServiceQueryHandledProbingQuestionOpen,Probing,ClosedQuestions allused on 1 CallApplicationCallHandledLoanApplicationAmendedAgent offeredSolution toproblem whichcustomeracceptedAgentconfirmedthe situation- Reflectedon issueVerbalNods(hmm, Iunderstand)ClosedQuestionSettlementFigureProvidedOpenQuestionAddressChangeCompletedBankDetailsChangedAgent Said"Im sorry youare feelingthis way"AgentBumped upquery toTL/TL ChatSympathyShownPitchChangesto createpositivityID&VFailedComplaintRaisedAgentadvised howcustomer canself serviceongoingCardPaymentTakenCustomersaid"Thankyou"EmpathyShownAgent asked"anythingelse i canhelp withtoday?"CustomerServiceQueryHandledProbingQuestionOpen,Probing,ClosedQuestions allused on 1 Call

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