Educate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRemind a CTto cover orremove oldlabel whenreturningSend theCT afollow upemailSend the CTinformationon FedExDeliveryManagerAsk a CThow theirday isgoingRecap theissue, how youresolved andexpectationsgoing forwardTell a CT thisisn't theexperiencewe wantthem to haveBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSign theCT up forcarrierupdatesUse theUSAMethodSend aselfservicetemplateExplain whathappens ifan item can'tbe cancelledCustomizean emailtemplateRemind theCT howgreat theitem theypurchased isSlackMegan aCTconnectionExplainthe whybehindRSFTurn afrownupsidedownProvideassuranceEducate aCT on howto sign intoMy AccountAsk the CTadditional needsfor an item otherthan what theycalled about.Schedule areturn pickupat least 24hours inadvanceExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedTell a CT theadvantagesof MyAccountVerify followup informationis going to thecorrect emailaddressEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeRemind a CTto cover orremove oldlabel whenreturningSend theCT afollow upemailSend the CTinformationon FedExDeliveryManagerAsk a CThow theirday isgoingRecap theissue, how youresolved andexpectationsgoing forwardTell a CT thisisn't theexperiencewe wantthem to haveBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSign theCT up forcarrierupdatesUse theUSAMethodSend aselfservicetemplateExplain whathappens ifan item can'tbe cancelledCustomizean emailtemplateRemind theCT howgreat theitem theypurchased isSlackMegan aCTconnectionExplainthe whybehindRSFTurn afrownupsidedownProvideassuranceEducate aCT on howto sign intoMy AccountAsk the CTadditional needsfor an item otherthan what theycalled about.Schedule areturn pickupat least 24hours inadvanceExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedTell a CT theadvantagesof MyAccountVerify followup informationis going to thecorrect emailaddress

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