Moves thecustomerfromfrustrated tohappyProvides thecustomerwithresourcesAsks aclarifyingquestionMakes thecustomerlaughThecustomerasks how theweather isAsks thecustomer fortheirathenaOneusernameVerifies thecustomer'sphonenumberThanksthecustomerAsks thecustomer for theirclient/athenaOneaccount IDAsks apeer forassistanceThecustomeraccidentallydisconnectsthe callPhonecall lastsless than5 minutesDoesn'tinterruptthecustomerDiffusesanescalatedcustomerFriendly,clear, andprofessionaltoneEncourages thecustomer toreach back outif they haveadditionalquestionsUsesempathyApologizesfor an errorthat wasmadePlacescustomeron holdEscalatesan issue toa differentteamThecustomertells ajokeApologizesforinterruptingthe customerUsesresourcesto find theanswerGreetsthecustomerMoves thecustomerfromfrustrated tohappyProvides thecustomerwithresourcesAsks aclarifyingquestionMakes thecustomerlaughThecustomerasks how theweather isAsks thecustomer fortheirathenaOneusernameVerifies thecustomer'sphonenumberThanksthecustomerAsks thecustomer for theirclient/athenaOneaccount IDAsks apeer forassistanceThecustomeraccidentallydisconnectsthe callPhonecall lastsless than5 minutesDoesn'tinterruptthecustomerDiffusesanescalatedcustomerFriendly,clear, andprofessionaltoneEncourages thecustomer toreach back outif they haveadditionalquestionsUsesempathyApologizesfor an errorthat wasmadePlacescustomeron holdEscalatesan issue toa differentteamThecustomertells ajokeApologizesforinterruptingthe customerUsesresourcesto find theanswerGreetsthecustomer

First Week Foundations! - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. 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.


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  1. Moves the customer from frustrated to happy
  2. Provides the customer with resources
  3. Asks a clarifying question
  4. Makes the customer laugh
  5. The customer asks how the weather is
  6. Asks the customer for their athenaOne username
  7. Verifies the customer's phone number
  8. Thanks the customer
  9. Asks the customer for their client/athenaOne account ID
  10. Asks a peer for assistance
  11. The customer accidentally disconnects the call
  12. Phone call lasts less than 5 minutes
  13. Doesn't interrupt the customer
  14. Diffuses an escalated customer
  15. Friendly, clear, and professional tone
  16. Encourages the customer to reach back out if they have additional questions
  17. Uses empathy
  18. Apologizes for an error that was made
  19. Places customer on hold
  20. Escalates an issue to a different team
  21. The customer tells a joke
  22. Apologizes for interrupting the customer
  23. Uses resources to find the answer
  24. Greets the customer