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