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