GreetsthecustomerPhonecall lastsless than5 minutesUsesempathyFriendly,clear, andprofessionaltoneThecustomerasks how theweather isEncourages thecustomer toreach back outif they haveadditionalquestionsAsks apeer forassistanceAsks thecustomer for theirclient/athenaOneaccount IDVerifies thecustomer'sphonenumberThecustomertells ajokeAsks thecustomer fortheirathenaOneusernameDiffusesanescalatedcustomerApologizesfor an errorthat wasmadeMakes thecustomerlaughApologizesforinterruptingthe customerMoves thecustomerfromfrustrated tohappyThanksthecustomerEscalatesan issue toa differentteamUsesresourcesto find theanswerDoesn'tinterruptthecustomerAsks aclarifyingquestionThecustomeraccidentallydisconnectsthe callPlacescustomeron holdProvides thecustomerwithresourcesGreetsthecustomerPhonecall lastsless than5 minutesUsesempathyFriendly,clear, andprofessionaltoneThecustomerasks how theweather isEncourages thecustomer toreach back outif they haveadditionalquestionsAsks apeer forassistanceAsks thecustomer for theirclient/athenaOneaccount IDVerifies thecustomer'sphonenumberThecustomertells ajokeAsks thecustomer fortheirathenaOneusernameDiffusesanescalatedcustomerApologizesfor an errorthat wasmadeMakes thecustomerlaughApologizesforinterruptingthe customerMoves thecustomerfromfrustrated tohappyThanksthecustomerEscalatesan issue toa differentteamUsesresourcesto find theanswerDoesn'tinterruptthecustomerAsks aclarifyingquestionThecustomeraccidentallydisconnectsthe callPlacescustomeron holdProvides thecustomerwithresources

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