DiffusesanescalatedcustomerEncourages thecustomer toreach back outif they haveadditionalquestionsPhonecall lastsless than5 minutesThecustomerasks how theweather isUsesresourcesto find theanswerAsks aclarifyingquestionVerifies thecustomer'sphonenumberThecustomertells ajokeMakes thecustomerlaughAsks apeer forassistanceApologizesforinterruptingthe customerMoves thecustomerfromfrustrated tohappyThanksthecustomerUsesempathyGreetsthecustomerFriendly,clear, andprofessionaltoneApologizesfor an errorthat wasmadeAsks thecustomer for theirclient/athenaOneaccount IDAsks thecustomer fortheirathenaOneusernameProvides thecustomerwithresourcesThecustomeraccidentallydisconnectsthe callPlacescustomeron holdEscalatesan issue toa differentteamDoesn'tinterruptthecustomerDiffusesanescalatedcustomerEncourages thecustomer toreach back outif they haveadditionalquestionsPhonecall lastsless than5 minutesThecustomerasks how theweather isUsesresourcesto find theanswerAsks aclarifyingquestionVerifies thecustomer'sphonenumberThecustomertells ajokeMakes thecustomerlaughAsks apeer forassistanceApologizesforinterruptingthe customerMoves thecustomerfromfrustrated tohappyThanksthecustomerUsesempathyGreetsthecustomerFriendly,clear, andprofessionaltoneApologizesfor an errorthat wasmadeAsks thecustomer for theirclient/athenaOneaccount IDAsks thecustomer fortheirathenaOneusernameProvides thecustomerwithresourcesThecustomeraccidentallydisconnectsthe callPlacescustomeron holdEscalatesan issue toa differentteamDoesn'tinterruptthecustomer

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