Verify followup informationis going to thecorrect emailaddressEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplainthe whybehindRSFRecap theissue, how youresolved andexpectationsgoing forwardTell a CT thisisn't theexperiencewe wantthem to haveSend theCT afollow upemailBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsTell a CT theadvantagesof MyAccountSend the CTinformationon FedExDeliveryManagerRemind a CTto cover orremove oldlabel whenreturningSend aselfservicetemplateProvideassuranceSlackMegan aCTconnectionSign theCT up forcarrierupdatesAsk the CTadditional needsfor an item otherthan what theycalled about.Turn afrownupsidedownSchedule areturn pickupat least 24hours inadvanceExplain whathappens ifan item can'tbe cancelledRemind theCT howgreat theitem theypurchased isCustomizean emailtemplateAsk a CThow theirday isgoingEducate aCT on howto sign intoMy AccountUse theUSAMethodExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedVerify followup informationis going to thecorrect emailaddressEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplainthe whybehindRSFRecap theissue, how youresolved andexpectationsgoing forwardTell a CT thisisn't theexperiencewe wantthem to haveSend theCT afollow upemailBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsTell a CT theadvantagesof MyAccountSend the CTinformationon FedExDeliveryManagerRemind a CTto cover orremove oldlabel whenreturningSend aselfservicetemplateProvideassuranceSlackMegan aCTconnectionSign theCT up forcarrierupdatesAsk the CTadditional needsfor an item otherthan what theycalled about.Turn afrownupsidedownSchedule areturn pickupat least 24hours inadvanceExplain whathappens ifan item can'tbe cancelledRemind theCT howgreat theitem theypurchased isCustomizean emailtemplateAsk a CThow theirday isgoingEducate aCT on howto sign intoMy AccountUse theUSAMethodExplain 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.


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