Explain whathappens ifan item can'tbe cancelledSend aselfservicetemplateSchedule areturn pickupat least 24hours inadvanceAsk the CTadditional needsfor an item otherthan what theycalled about.Educate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRemind theCT howgreat theitem theypurchased isSlackMegan aCTconnectionAsk a CThow theirday isgoingSign theCT up forcarrierupdatesTurn afrownupsidedownProvideassuranceBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsRemind a CTto cover orremove oldlabel whenreturningSend the CTinformationon FedExDeliveryManagerTell a CT theadvantagesof MyAccountTell a CT thisisn't theexperiencewe wantthem to haveSend theCT afollow upemailUse theUSAMethodExplainthe whybehindRSFRecap theissue, how youresolved andexpectationsgoing forwardVerify followup informationis going to thecorrect emailaddressCustomizean emailtemplateEducate aCT on howto sign intoMy AccountExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedExplain whathappens ifan item can'tbe cancelledSend aselfservicetemplateSchedule areturn pickupat least 24hours inadvanceAsk the CTadditional needsfor an item otherthan what theycalled about.Educate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRemind theCT howgreat theitem theypurchased isSlackMegan aCTconnectionAsk a CThow theirday isgoingSign theCT up forcarrierupdatesTurn afrownupsidedownProvideassuranceBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsRemind a CTto cover orremove oldlabel whenreturningSend the CTinformationon FedExDeliveryManagerTell a CT theadvantagesof MyAccountTell a CT thisisn't theexperiencewe wantthem to haveSend theCT afollow upemailUse theUSAMethodExplainthe whybehindRSFRecap theissue, how youresolved andexpectationsgoing forwardVerify followup informationis going to thecorrect emailaddressCustomizean emailtemplateEducate aCT on howto sign intoMy AccountExplain to a CTthat parts maybe cancelledbut a full unitwill be ordered

FCR BINGO - 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. Explain what happens if an item can't be cancelled
  2. Send a self service template
  3. Schedule a return pickup at least 24 hours in advance
  4. Ask the CT additional needs for an item other than what they called about.
  5. Educate the CT that if they receive the original after LIT it is donate/dispose
  6. Remind the CT how great the item they purchased is
  7. Slack Megan a CT connection
  8. Ask a CT how their day is going
  9. Sign the CT up for carrier updates
  10. Turn a frown upside down
  11. Provide assurance
  12. Before the end of the call ask the CT if you have answered all their questions/concerns
  13. Remind a CT to cover or remove old label when returning
  14. Send the CT information on FedEx Delivery Manager
  15. Tell a CT the advantages of My Account
  16. Tell a CT this isn't the experience we want them to have
  17. Send the CT a follow up email
  18. Use the USA Method
  19. Explain the why behind RSF
  20. Recap the issue, how you resolved and expectations going forward
  21. Verify follow up information is going to the correct email address
  22. Customize an email template
  23. Educate a CT on how to sign into My Account
  24. Explain to a CT that parts may be cancelled but a full unit will be ordered