Verify followup informationis going to thecorrect emailaddressSchedule areturn pickupat least 24hours inadvanceSign theCT up forcarrierupdatesSend the CTinformationon FedExDeliveryManagerSlackMegan aCTconnectionBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeProvideassuranceTell a CT theadvantagesof MyAccountSend aselfservicetemplateSend theCT afollow upemailExplainthe whybehindRSFExplain whathappens ifan item can'tbe cancelledCustomizean emailtemplateExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedTell a CT thisisn't theexperiencewe wantthem to haveEducate aCT on howto sign intoMy AccountRemind a CTto cover orremove oldlabel whenreturningTurn afrownupsidedownRemind theCT howgreat theitem theypurchased isRecap theissue, how youresolved andexpectationsgoing forwardUse theUSAMethodAsk a CThow theirday isgoingAsk the CTadditional needsfor an item otherthan what theycalled about.Verify followup informationis going to thecorrect emailaddressSchedule areturn pickupat least 24hours inadvanceSign theCT up forcarrierupdatesSend the CTinformationon FedExDeliveryManagerSlackMegan aCTconnectionBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeProvideassuranceTell a CT theadvantagesof MyAccountSend aselfservicetemplateSend theCT afollow upemailExplainthe whybehindRSFExplain whathappens ifan item can'tbe cancelledCustomizean emailtemplateExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedTell a CT thisisn't theexperiencewe wantthem to haveEducate aCT on howto sign intoMy AccountRemind a CTto cover orremove oldlabel whenreturningTurn afrownupsidedownRemind theCT howgreat theitem theypurchased isRecap theissue, how youresolved andexpectationsgoing forwardUse theUSAMethodAsk a CThow theirday isgoingAsk the CTadditional needsfor an item otherthan what theycalled about.

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