Agentadvised howcustomer canself serviceongoingCustomersaid"Thankyou"VerbalNods(hmm, Iunderstand)CustomerServiceQueryHandledComplaintRaisedAgent asked"anythingelse i canhelp withtoday?"Agent Said"Im sorry youare feelingthis way"ProbingQuestionAddressChangeCompletedPitchChangesto createpositivityID&VFailedAgentconfirmedthe situation- Reflectedon issueAgentBumped upquery toTL/TL ChatSympathyShownClosedQuestionBankDetailsChangedCardPaymentTakenOpenQuestionOpen,Probing,ClosedQuestions allused on 1 CallEmpathyShownLoanApplicationAmendedAgent offeredSolution toproblem whichcustomeracceptedApplicationCallHandledSettlementFigureProvidedAgentadvised howcustomer canself serviceongoingCustomersaid"Thankyou"VerbalNods(hmm, Iunderstand)CustomerServiceQueryHandledComplaintRaisedAgent asked"anythingelse i canhelp withtoday?"Agent Said"Im sorry youare feelingthis way"ProbingQuestionAddressChangeCompletedPitchChangesto createpositivityID&VFailedAgentconfirmedthe situation- Reflectedon issueAgentBumped upquery toTL/TL ChatSympathyShownClosedQuestionBankDetailsChangedCardPaymentTakenOpenQuestionOpen,Probing,ClosedQuestions allused on 1 CallEmpathyShownLoanApplicationAmendedAgent offeredSolution toproblem whichcustomeracceptedApplicationCallHandledSettlementFigureProvided

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