Turn afrownupsidedownTell a CT theadvantagesof MyAccountExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedSlackMegan aCTconnectionSend theCT afollow upemailRemind theCT howgreat theitem theypurchased isExplain whathappens ifan item can'tbe cancelledProvideassuranceEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSchedule areturn pickupat least 24hours inadvanceVerify followup informationis going to thecorrect emailaddressExplainthe whybehindRSFTell a CT thisisn't theexperiencewe wantthem to haveEducate aCT on howto sign intoMy AccountUse theUSAMethodBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsAsk the CTadditional needsfor an item otherthan what theycalled about.Send aselfservicetemplateSign theCT up forcarrierupdatesRemind a CTto cover orremove oldlabel whenreturningAsk a CThow theirday isgoingRecap theissue, how youresolved andexpectationsgoing forwardSend the CTinformationon FedExDeliveryManagerCustomizean emailtemplateTurn afrownupsidedownTell a CT theadvantagesof MyAccountExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedSlackMegan aCTconnectionSend theCT afollow upemailRemind theCT howgreat theitem theypurchased isExplain whathappens ifan item can'tbe cancelledProvideassuranceEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSchedule areturn pickupat least 24hours inadvanceVerify followup informationis going to thecorrect emailaddressExplainthe whybehindRSFTell a CT thisisn't theexperiencewe wantthem to haveEducate aCT on howto sign intoMy AccountUse theUSAMethodBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsAsk the CTadditional needsfor an item otherthan what theycalled about.Send aselfservicetemplateSign theCT up forcarrierupdatesRemind a CTto cover orremove oldlabel whenreturningAsk a CThow theirday isgoingRecap theissue, how youresolved andexpectationsgoing forwardSend the CTinformationon FedExDeliveryManagerCustomizean emailtemplate

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