Ask the CTadditional needsfor an item otherthan what theycalled about.Send theCT afollow upemailTell a CT theadvantagesof MyAccountExplain whathappens ifan item can'tbe cancelledEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSend aselfservicetemplateTell a CT thisisn't theexperiencewe wantthem to haveSign theCT up forcarrierupdatesRemind a CTto cover orremove oldlabel whenreturningAsk a CThow theirday isgoingExplainthe whybehindRSFProvideassuranceSlackMegan aCTconnectionCustomizean emailtemplateVerify followup informationis going to thecorrect emailaddressUse theUSAMethodSend the CTinformationon FedExDeliveryManagerRemind theCT howgreat theitem theypurchased isEducate aCT on howto sign intoMy AccountSchedule areturn pickupat least 24hours inadvanceRecap theissue, how youresolved andexpectationsgoing forwardTurn afrownupsidedownBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedAsk the CTadditional needsfor an item otherthan what theycalled about.Send theCT afollow upemailTell a CT theadvantagesof MyAccountExplain whathappens ifan item can'tbe cancelledEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSend aselfservicetemplateTell a CT thisisn't theexperiencewe wantthem to haveSign theCT up forcarrierupdatesRemind a CTto cover orremove oldlabel whenreturningAsk a CThow theirday isgoingExplainthe whybehindRSFProvideassuranceSlackMegan aCTconnectionCustomizean emailtemplateVerify followup informationis going to thecorrect emailaddressUse theUSAMethodSend the CTinformationon FedExDeliveryManagerRemind theCT howgreat theitem theypurchased isEducate aCT on howto sign intoMy AccountSchedule areturn pickupat least 24hours inadvanceRecap theissue, how youresolved andexpectationsgoing forwardTurn afrownupsidedownBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsExplain to a CTthat parts maybe cancelledbut a full unitwill be ordered

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