Tell a CT thisisn't theexperiencewe wantthem to haveProvideassuranceSchedule areturn pickupat least 24hours inadvanceExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedUse theUSAMethodSend theCT afollow upemailEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSend aselfservicetemplateExplainthe whybehindRSFVerify followup informationis going to thecorrect emailaddressRecap theissue, how youresolved andexpectationsgoing forwardAsk a CThow theirday isgoingCustomizean emailtemplateExplain whathappens ifan item can'tbe cancelledRemind theCT howgreat theitem theypurchased isSlackMegan aCTconnectionTurn afrownupsidedownBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsTell a CT theadvantagesof MyAccountAsk the CTadditional needsfor an item otherthan what theycalled about.Send the CTinformationon FedExDeliveryManagerSign theCT up forcarrierupdatesEducate aCT on howto sign intoMy AccountRemind a CTto cover orremove oldlabel whenreturningTell a CT thisisn't theexperiencewe wantthem to haveProvideassuranceSchedule areturn pickupat least 24hours inadvanceExplain to a CTthat parts maybe cancelledbut a full unitwill be orderedUse theUSAMethodSend theCT afollow upemailEducate the CTthat if theyreceive theoriginal afterLIT it isdonate/disposeSend aselfservicetemplateExplainthe whybehindRSFVerify followup informationis going to thecorrect emailaddressRecap theissue, how youresolved andexpectationsgoing forwardAsk a CThow theirday isgoingCustomizean emailtemplateExplain whathappens ifan item can'tbe cancelledRemind theCT howgreat theitem theypurchased isSlackMegan aCTconnectionTurn afrownupsidedownBefore the end ofthe call ask the CTif you haveanswered all theirquestions/concernsTell a CT theadvantagesof MyAccountAsk the CTadditional needsfor an item otherthan what theycalled about.Send the CTinformationon FedExDeliveryManagerSign theCT up forcarrierupdatesEducate aCT on howto sign intoMy AccountRemind a CTto cover orremove oldlabel whenreturning

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