Turn afrownupsidedownUse theUSAMethodVerify followup informationis going to thecorrect emailaddressProvideassuranceEducate aCT on howto sign intoMy AccountRemind theCT howgreat theitem theypurchased isTell a CT thisisn't theexperiencewe wantthem to haveSlackMegan aCTconnectionExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRemind a CTto cover orremove oldlabel whenreturningCustomizean emailtemplateSchedule areturn pickupat least 24hours inadvanceSend the CTinformationon FedExDeliveryManagerBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend aselfservicetemplateAsk the CTadditional needsfor an item otherthan what theycalled about.Send theCT afollow upemailExplain whathappens ifan item can'tbe cancelledTell a CT theadvantagesof MyAccountSign theCT up forcarrierupdatesExplainthe whybehindRSFAsk a CThow theirday isgoingEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRecap theissue, how youresolved andexpectationsgoing forwardTurn afrownupsidedownUse theUSAMethodVerify followup informationis going to thecorrect emailaddressProvideassuranceEducate aCT on howto sign intoMy AccountRemind theCT howgreat theitem theypurchased isTell a CT thisisn't theexperiencewe wantthem to haveSlackMegan aCTconnectionExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedRemind a CTto cover orremove oldlabel whenreturningCustomizean emailtemplateSchedule areturn pickupat least 24hours inadvanceSend the CTinformationon FedExDeliveryManagerBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend aselfservicetemplateAsk the CTadditional needsfor an item otherthan what theycalled about.Send theCT afollow upemailExplain whathappens ifan item can'tbe cancelledTell a CT theadvantagesof MyAccountSign theCT up forcarrierupdatesExplainthe whybehindRSFAsk a CThow theirday isgoingEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRecap theissue, how youresolved andexpectationsgoing forward

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