ID&VFailedCustomerServiceQueryHandledCardPaymentTakenAgent Said"Im sorry youare feelingthis way"Customersaid"Thankyou"ClosedQuestionPitchChangesto createpositivityBankDetailsChangedOpen,Probing,ClosedQuestions allused on 1 CallOpenQuestionSettlementFigureProvidedLoanApplicationAmendedAddressChangeCompletedAgentBumped upquery toTL/TL ChatVerbalNods(hmm, Iunderstand)ProbingQuestionApplicationCallHandledAgentconfirmedthe situation- Reflectedon issueComplaintRaisedAgent offeredSolution toproblem whichcustomeracceptedEmpathyShownAgentadvised howcustomer canself serviceongoingAgent asked"anythingelse i canhelp withtoday?"SympathyShownID&VFailedCustomerServiceQueryHandledCardPaymentTakenAgent Said"Im sorry youare feelingthis way"Customersaid"Thankyou"ClosedQuestionPitchChangesto createpositivityBankDetailsChangedOpen,Probing,ClosedQuestions allused on 1 CallOpenQuestionSettlementFigureProvidedLoanApplicationAmendedAddressChangeCompletedAgentBumped upquery toTL/TL ChatVerbalNods(hmm, Iunderstand)ProbingQuestionApplicationCallHandledAgentconfirmedthe situation- Reflectedon issueComplaintRaisedAgent offeredSolution toproblem whichcustomeracceptedEmpathyShownAgentadvised howcustomer canself serviceongoingAgent asked"anythingelse i canhelp withtoday?"SympathyShown

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