Ask the CTadditional needsfor an item otherthan what theycalled about.Educate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRecap theissue, how youresolved andexpectationsgoing forwardBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend the CTinformationon FedExDeliveryManagerCustomizean emailtemplateAsk a CThow theirday isgoingProvideassuranceRemind theCT howgreat theitem theypurchased isExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRemind a CTto cover orremove oldlabel whenreturningTell a CT theadvantagesof MyAccountExplain whathappens ifan item can'tbe cancelledExplainthe whybehindRSFSchedule areturn pickupat least 24hours inadvanceTurn afrownupsidedownEducate aCT on howto sign intoMy AccountSend theCT afollow upemailSend aselfservicetemplateSlackMegan aCTconnectionSign theCT up forcarrierupdatesUse theUSAMethodVerify followup informationis going to thecorrect emailaddressTell a CT thisisn't theexperiencewe wantthem to haveAsk the CTadditional needsfor an item otherthan what theycalled about.Educate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRecap theissue, how youresolved andexpectationsgoing forwardBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend the CTinformationon FedExDeliveryManagerCustomizean emailtemplateAsk a CThow theirday isgoingProvideassuranceRemind theCT howgreat theitem theypurchased isExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRemind a CTto cover orremove oldlabel whenreturningTell a CT theadvantagesof MyAccountExplain whathappens ifan item can'tbe cancelledExplainthe whybehindRSFSchedule areturn pickupat least 24hours inadvanceTurn afrownupsidedownEducate aCT on howto sign intoMy AccountSend theCT afollow upemailSend aselfservicetemplateSlackMegan aCTconnectionSign theCT up forcarrierupdatesUse theUSAMethodVerify followup informationis going to thecorrect emailaddressTell a CT thisisn't theexperiencewe wantthem to have

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