Explain to a CTthat parts maybe cancelledbut a full unitwill be orderedSend theCT afollow upemailSend the CTinformationon FedExDeliveryManagerExplain whathappens ifan item can'tbe cancelledRecap theissue, how youresolved andexpectationsgoing forwardSchedule areturn pickupat least 24hours inadvanceProvideassuranceTell a CT theadvantagesof MyAccountSlackMegan aCTconnectionBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsTurn afrownupsidedownRemind theCT howgreat theitem theypurchased isSign theCT up forcarrierupdatesEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeUse theUSAMethodRemind a CTto cover orremove oldlabel whenreturningSend aselfservicetemplateEducate aCT on howto sign intoMy AccountCustomizean emailtemplateTell a CT thisisn't theexperiencewe wantthem to haveAsk the CTadditional needsfor an item otherthan what theycalled about.Verify followup informationis going to thecorrect emailaddressAsk a CThow theirday isgoingExplainthe whybehindRSFExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedSend theCT afollow upemailSend the CTinformationon FedExDeliveryManagerExplain whathappens ifan item can'tbe cancelledRecap theissue, how youresolved andexpectationsgoing forwardSchedule areturn pickupat least 24hours inadvanceProvideassuranceTell a CT theadvantagesof MyAccountSlackMegan aCTconnectionBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsTurn afrownupsidedownRemind theCT howgreat theitem theypurchased isSign theCT up forcarrierupdatesEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeUse theUSAMethodRemind a CTto cover orremove oldlabel whenreturningSend aselfservicetemplateEducate aCT on howto sign intoMy AccountCustomizean emailtemplateTell a CT thisisn't theexperiencewe wantthem to haveAsk the CTadditional needsfor an item otherthan what theycalled about.Verify followup informationis going to thecorrect emailaddressAsk a CThow theirday isgoingExplainthe whybehindRSF

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