LoanApplicationAmendedProbingQuestionOpenQuestionCardPaymentTakenVerbalNods(hmm, Iunderstand)ComplaintRaisedApplicationCallHandledID&VFailedAgentadvised howcustomer canself serviceongoingAgent Said"Im sorry youare feelingthis way"Agent offeredSolution toproblem whichcustomeracceptedBankDetailsChangedEmpathyShownCustomerServiceQueryHandledPitchChangesto createpositivityAgentBumped upquery toTL/TL ChatAgentconfirmedthe situation- Reflectedon issueCustomersaid"Thankyou"AddressChangeCompletedClosedQuestionOpen,Probing,ClosedQuestions allused on 1 CallAgent asked"anythingelse i canhelp withtoday?"SettlementFigureProvidedSympathyShownLoanApplicationAmendedProbingQuestionOpenQuestionCardPaymentTakenVerbalNods(hmm, Iunderstand)ComplaintRaisedApplicationCallHandledID&VFailedAgentadvised howcustomer canself serviceongoingAgent Said"Im sorry youare feelingthis way"Agent offeredSolution toproblem whichcustomeracceptedBankDetailsChangedEmpathyShownCustomerServiceQueryHandledPitchChangesto createpositivityAgentBumped upquery toTL/TL ChatAgentconfirmedthe situation- Reflectedon issueCustomersaid"Thankyou"AddressChangeCompletedClosedQuestionOpen,Probing,ClosedQuestions allused on 1 CallAgent asked"anythingelse i canhelp withtoday?"SettlementFigureProvidedSympathyShown

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