Verify followup informationis going to thecorrect emailaddressSign theCT up forcarrierupdatesAsk the CTadditional needsfor an item otherthan what theycalled about.Educate aCT on howto sign intoMy AccountTell a CT thisisn't theexperiencewe wantthem to haveSend aselfservicetemplateTurn afrownupsidedownExplain 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 orderedSlackMegan aCTconnectionBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsProvideassuranceRecap theissue, how youresolved andexpectationsgoing forwardSend the CTinformationon FedExDeliveryManagerExplainthe whybehindRSFSchedule areturn pickupat least 24hours inadvanceCustomizean emailtemplateSend theCT afollow upemailAsk a CThow theirday isgoingRemind theCT howgreat theitem theypurchased isTell a CT theadvantagesof MyAccountRemind a CTto cover orremove oldlabel whenreturningUse theUSAMethodVerify followup informationis going to thecorrect emailaddressSign theCT up forcarrierupdatesAsk the CTadditional needsfor an item otherthan what theycalled about.Educate aCT on howto sign intoMy AccountTell a CT thisisn't theexperiencewe wantthem to haveSend aselfservicetemplateTurn afrownupsidedownExplain 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 orderedSlackMegan aCTconnectionBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsProvideassuranceRecap theissue, how youresolved andexpectationsgoing forwardSend the CTinformationon FedExDeliveryManagerExplainthe whybehindRSFSchedule areturn pickupat least 24hours inadvanceCustomizean emailtemplateSend theCT afollow upemailAsk a CThow theirday isgoingRemind theCT howgreat theitem theypurchased isTell a CT theadvantagesof MyAccountRemind a CTto cover orremove oldlabel whenreturningUse theUSAMethod

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