Before the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend the CTinformationon FedExDeliveryManagerSend theCT afollow upemailExplainthe whybehindRSFVerify followup informationis going to thecorrect emailaddressSlackMegan aCTconnectionTurn afrownupsidedownCustomizean emailtemplateUse theUSAMethodAsk a CThow theirday isgoingRemind theCT howgreat theitem theypurchased isEducate aCT on howto sign intoMy AccountAsk the CTadditional needsfor an item otherthan what theycalled about.Remind a CTto cover orremove oldlabel whenreturningSend aselfservicetemplateTell a CT theadvantagesof MyAccountSchedule areturn pickupat least 24hours inadvanceExplain whathappens ifan item can'tbe cancelledEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRecap theissue, how youresolved andexpectationsgoing forwardSign theCT up forcarrierupdatesTell a CT thisisn't theexperiencewe wantthem to haveProvideassuranceBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend the CTinformationon FedExDeliveryManagerSend theCT afollow upemailExplainthe whybehindRSFVerify followup informationis going to thecorrect emailaddressSlackMegan aCTconnectionTurn afrownupsidedownCustomizean emailtemplateUse theUSAMethodAsk a CThow theirday isgoingRemind theCT howgreat theitem theypurchased isEducate aCT on howto sign intoMy AccountAsk the CTadditional needsfor an item otherthan what theycalled about.Remind a CTto cover orremove oldlabel whenreturningSend aselfservicetemplateTell a CT theadvantagesof MyAccountSchedule areturn pickupat least 24hours inadvanceExplain whathappens ifan item can'tbe cancelledEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRecap theissue, how youresolved andexpectationsgoing forwardSign theCT up forcarrierupdatesTell a CT thisisn't theexperiencewe wantthem to haveProvideassurance

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