ClosedQuestionAddressChangeCompletedVerbalNods(hmm, Iunderstand)EmpathyShownAgent Said"Im sorry youare feelingthis way"BankDetailsChangedAgentconfirmedthe situation- Reflectedon issueSympathyShownAgentadvised howcustomer canself serviceongoingAgentBumped upquery toTL/TL ChatSettlementFigureProvidedPitchChangesto createpositivityProbingQuestionAgent offeredSolution toproblem whichcustomeracceptedOpenQuestionOpen,Probing,ClosedQuestions allused on 1 CallApplicationCallHandledCustomersaid"Thankyou"CustomerServiceQueryHandledAgent asked"anythingelse i canhelp withtoday?"LoanApplicationAmendedComplaintRaisedCardPaymentTakenID&VFailedClosedQuestionAddressChangeCompletedVerbalNods(hmm, Iunderstand)EmpathyShownAgent Said"Im sorry youare feelingthis way"BankDetailsChangedAgentconfirmedthe situation- Reflectedon issueSympathyShownAgentadvised howcustomer canself serviceongoingAgentBumped upquery toTL/TL ChatSettlementFigureProvidedPitchChangesto createpositivityProbingQuestionAgent offeredSolution toproblem whichcustomeracceptedOpenQuestionOpen,Probing,ClosedQuestions allused on 1 CallApplicationCallHandledCustomersaid"Thankyou"CustomerServiceQueryHandledAgent asked"anythingelse i canhelp withtoday?"LoanApplicationAmendedComplaintRaisedCardPaymentTakenID&VFailed

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