Customersaid"Thankyou"Agentadvised howcustomer canself serviceongoingBankDetailsChangedVerbalNods(hmm, Iunderstand)CardPaymentTakenSympathyShownOpenQuestionApplicationCallHandledAgent Said"Im sorry youare feelingthis way"ProbingQuestionSettlementFigureProvidedID&VFailedLoanApplicationAmendedAgent offeredSolution toproblem whichcustomeracceptedAddressChangeCompletedOpen,Probing,ClosedQuestions allused on 1 CallPitchChangesto createpositivityAgentBumped upquery toTL/TL ChatComplaintRaisedEmpathyShownClosedQuestionAgent asked"anythingelse i canhelp withtoday?"Agentconfirmedthe situation- Reflectedon issueCustomerServiceQueryHandledCustomersaid"Thankyou"Agentadvised howcustomer canself serviceongoingBankDetailsChangedVerbalNods(hmm, Iunderstand)CardPaymentTakenSympathyShownOpenQuestionApplicationCallHandledAgent Said"Im sorry youare feelingthis way"ProbingQuestionSettlementFigureProvidedID&VFailedLoanApplicationAmendedAgent offeredSolution toproblem whichcustomeracceptedAddressChangeCompletedOpen,Probing,ClosedQuestions allused on 1 CallPitchChangesto createpositivityAgentBumped upquery toTL/TL ChatComplaintRaisedEmpathyShownClosedQuestionAgent asked"anythingelse i canhelp withtoday?"Agentconfirmedthe situation- Reflectedon issueCustomerServiceQueryHandled

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