Schedule areturn pickupat least 24hours inadvanceSend theCT afollow upemailVerify followup informationis going to thecorrect emailaddressSend the CTinformationon FedExDeliveryManagerExplainthe whybehindRSFRemind a CTto cover orremove oldlabel whenreturningTell a CT theadvantagesof MyAccountEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeCustomizean emailtemplateAsk the CTadditional needsfor an item otherthan what theycalled about.Sign theCT up forcarrierupdatesBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsAsk a CThow theirday isgoingRecap theissue, how youresolved andexpectationsgoing forwardRemind theCT howgreat theitem theypurchased isTurn afrownupsidedownEducate aCT on howto sign intoMy AccountProvideassuranceSend aselfservicetemplateTell a CT thisisn't theexperiencewe wantthem to haveExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedUse theUSAMethodSlackMegan aCTconnectionExplain whathappens ifan item can'tbe cancelledSchedule areturn pickupat least 24hours inadvanceSend theCT afollow upemailVerify followup informationis going to thecorrect emailaddressSend the CTinformationon FedExDeliveryManagerExplainthe whybehindRSFRemind a CTto cover orremove oldlabel whenreturningTell a CT theadvantagesof MyAccountEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeCustomizean emailtemplateAsk the CTadditional needsfor an item otherthan what theycalled about.Sign theCT up forcarrierupdatesBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsAsk a CThow theirday isgoingRecap theissue, how youresolved andexpectationsgoing forwardRemind theCT howgreat theitem theypurchased isTurn afrownupsidedownEducate aCT on howto sign intoMy AccountProvideassuranceSend aselfservicetemplateTell a CT thisisn't theexperiencewe wantthem to haveExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedUse theUSAMethodSlackMegan aCTconnectionExplain whathappens ifan item can'tbe cancelled

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