Remind theCT howgreat theitem theypurchased isTell a CT theadvantagesof MyAccountSend the CTinformationon FedExDeliveryManagerBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsVerify followup informationis going to thecorrect emailaddressEducate aCT on howto sign intoMy AccountRecap theissue, how youresolved andexpectationsgoing forwardRemind a CTto cover orremove oldlabel whenreturningSlackMegan aCTconnectionTell a CT thisisn't theexperiencewe wantthem to haveTurn afrownupsidedownSign theCT up forcarrierupdatesAsk a CThow theirday isgoingEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplainthe whybehindRSFExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedUse theUSAMethodCustomizean emailtemplateSchedule areturn pickupat least 24hours inadvanceSend theCT afollow upemailAsk the CTadditional needsfor an item otherthan what theycalled about.Send aselfservicetemplateProvideassuranceExplain whathappens ifan item can'tbe cancelledRemind theCT howgreat theitem theypurchased isTell a CT theadvantagesof MyAccountSend the CTinformationon FedExDeliveryManagerBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsVerify followup informationis going to thecorrect emailaddressEducate aCT on howto sign intoMy AccountRecap theissue, how youresolved andexpectationsgoing forwardRemind a CTto cover orremove oldlabel whenreturningSlackMegan aCTconnectionTell a CT thisisn't theexperiencewe wantthem to haveTurn afrownupsidedownSign theCT up forcarrierupdatesAsk a CThow theirday isgoingEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeExplainthe whybehindRSFExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedUse theUSAMethodCustomizean emailtemplateSchedule areturn pickupat least 24hours inadvanceSend theCT afollow upemailAsk the CTadditional needsfor an item otherthan what theycalled about.Send aselfservicetemplateProvideassuranceExplain 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. Remind the CT how great the item they purchased is
  2. Tell a CT the advantages of My Account
  3. Send the CT information on FedEx Delivery Manager
  4. Before the end of the call ask the CT if you have answered all their questions/concerns
  5. Verify follow up information is going to the correct email address
  6. Educate a CT on how to sign into My Account
  7. Recap the issue, how you resolved and expectations going forward
  8. Remind a CT to cover or remove old label when returning
  9. Slack Megan a CT connection
  10. Tell a CT this isn't the experience we want them to have
  11. Turn a frown upside down
  12. Sign the CT up for carrier updates
  13. Ask a CT how their day is going
  14. Educate the CT that if they receive the original after LIT it is donate/dispose
  15. Explain the why behind RSF
  16. Explain to a CT that parts may be cancelled but a full unit will be ordered
  17. Use the USA Method
  18. Customize an email template
  19. Schedule a return pickup at least 24 hours in advance
  20. Send the CT a follow up email
  21. Ask the CT additional needs for an item other than what they called about.
  22. Send a self service template
  23. Provide assurance
  24. Explain what happens if an item can't be cancelled