Thecustomerasks how theweather isMoves thecustomerfromfrustrated tohappyThecustomeraccidentallydisconnectsthe callAsks apeer forassistanceDoesn'tinterruptthecustomerFriendly,clear, andprofessionaltoneAsks thecustomer for theirclient/athenaOneaccount IDApologizesfor an errorthat wasmadePhonecall lastsless than5 minutesGreetsthecustomerMakes thecustomerlaughEncourages thecustomer toreach back outif they haveadditionalquestionsThecustomertells ajokeEscalatesan issue toa differentteamThanksthecustomerUsesempathyVerifies thecustomer'sphonenumberApologizesforinterruptingthe customerAsks thecustomer fortheirathenaOneusernameUsesresourcesto find theanswerProvides thecustomerwithresourcesDiffusesanescalatedcustomerPlacescustomeron holdAsks aclarifyingquestionThecustomerasks how theweather isMoves thecustomerfromfrustrated tohappyThecustomeraccidentallydisconnectsthe callAsks apeer forassistanceDoesn'tinterruptthecustomerFriendly,clear, andprofessionaltoneAsks thecustomer for theirclient/athenaOneaccount IDApologizesfor an errorthat wasmadePhonecall lastsless than5 minutesGreetsthecustomerMakes thecustomerlaughEncourages thecustomer toreach back outif they haveadditionalquestionsThecustomertells ajokeEscalatesan issue toa differentteamThanksthecustomerUsesempathyVerifies thecustomer'sphonenumberApologizesforinterruptingthe customerAsks thecustomer fortheirathenaOneusernameUsesresourcesto find theanswerProvides thecustomerwithresourcesDiffusesanescalatedcustomerPlacescustomeron holdAsks aclarifyingquestion

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.


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