Ask a CThow theirday isgoingSchedule areturn pickupat least 24hours inadvanceExplainthe whybehindRSFBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend the CTinformationon FedExDeliveryManagerTell a CT thisisn't theexperiencewe wantthem to haveExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedEducate aCT on howto sign intoMy AccountRecap theissue, how youresolved andexpectationsgoing forwardSlackMegan aCTconnectionRemind theCT howgreat theitem theypurchased isVerify followup informationis going to thecorrect emailaddressEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSign theCT up forcarrierupdatesAsk the CTadditional needsfor an item otherthan what theycalled about.Turn afrownupsidedownProvideassuranceCustomizean emailtemplateSend aselfservicetemplateExplain whathappens ifan item can'tbe cancelledUse theUSAMethodSend theCT afollow upemailRemind a CTto cover orremove oldlabel whenreturningTell a CT theadvantagesof MyAccountAsk a CThow theirday isgoingSchedule areturn pickupat least 24hours inadvanceExplainthe whybehindRSFBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsSend the CTinformationon FedExDeliveryManagerTell a CT thisisn't theexperiencewe wantthem to haveExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedEducate aCT on howto sign intoMy AccountRecap theissue, how youresolved andexpectationsgoing forwardSlackMegan aCTconnectionRemind theCT howgreat theitem theypurchased isVerify followup informationis going to thecorrect emailaddressEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSign theCT up forcarrierupdatesAsk the CTadditional needsfor an item otherthan what theycalled about.Turn afrownupsidedownProvideassuranceCustomizean emailtemplateSend aselfservicetemplateExplain whathappens ifan item can'tbe cancelledUse theUSAMethodSend theCT afollow upemailRemind a CTto cover orremove oldlabel whenreturningTell a CT theadvantagesof MyAccount

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