ProvideassuranceTurn afrownupsidedownExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRecap theissue, how youresolved andexpectationsgoing forwardBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplain whathappens ifan item can'tbe cancelledSend aselfservicetemplateTell a CT thisisn't theexperiencewe wantthem to haveTell a CT theadvantagesof MyAccountSlackMegan aCTconnectionAsk a CThow theirday isgoingExplainthe whybehindRSFSend the CTinformationon FedExDeliveryManagerSend theCT afollow upemailVerify followup informationis going to thecorrect emailaddressUse theUSAMethodAsk the CTadditional needsfor an item otherthan what theycalled about.Customizean emailtemplateEducate aCT on howto sign intoMy AccountSign theCT up forcarrierupdatesRemind theCT howgreat theitem theypurchased isRemind a CTto cover orremove oldlabel whenreturningSchedule areturn pickupat least 24hours inadvanceProvideassuranceTurn afrownupsidedownExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRecap theissue, how youresolved andexpectationsgoing forwardBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplain whathappens ifan item can'tbe cancelledSend aselfservicetemplateTell a CT thisisn't theexperiencewe wantthem to haveTell a CT theadvantagesof MyAccountSlackMegan aCTconnectionAsk a CThow theirday isgoingExplainthe whybehindRSFSend the CTinformationon FedExDeliveryManagerSend theCT afollow upemailVerify followup informationis going to thecorrect emailaddressUse theUSAMethodAsk the CTadditional needsfor an item otherthan what theycalled about.Customizean emailtemplateEducate aCT on howto sign intoMy AccountSign theCT up forcarrierupdatesRemind theCT howgreat theitem theypurchased isRemind a CTto cover orremove oldlabel whenreturningSchedule areturn pickupat least 24hours inadvance

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.


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