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