UpsettingExasperatingSurprisingStartlingWhat wouldbe the bestoption foryou?OverwhelmingYou areabsolutelycorrectYou couldconsider…DevastatingConfusingHumiliatingI agreewithyouAppallingPerplexingThankyou forletting usknowIs thereanythingelse I canhelp youwith? TerrifyingBafflingInconvenientChallengingApprehensiveFrighteningYourfeedback isreallyimportant tousTroublingIf I were inyourposition, I'dfeel thesame wayIrritatingI cancompletelyunderstandFrustratingStressfulDisappointingThat’sabsolutelyunderstandable ConcerningAlarmingDishearteningI canhelp youwith thatIt’s mypleasureThanks foryourvaluabletime andpatienceThatwouldfrustrateme, tooAggravatingThank youforremainingso positiveAnnoyingI’m sosorrythat’shappenedUpsettingExasperatingSurprisingStartlingWhat wouldbe the bestoption foryou?OverwhelmingYou areabsolutelycorrectYou couldconsider…DevastatingConfusingHumiliatingI agreewithyouAppallingPerplexingThankyou forletting usknowIs thereanythingelse I canhelp youwith? TerrifyingBafflingInconvenientChallengingApprehensiveFrighteningYourfeedback isreallyimportant tousTroublingIf I were inyourposition, I'dfeel thesame wayIrritatingI cancompletelyunderstandFrustratingStressfulDisappointingThat’sabsolutelyunderstandable ConcerningAlarmingDishearteningI canhelp youwith thatIt’s mypleasureThanks foryourvaluabletime andpatienceThatwouldfrustrateme, tooAggravatingThank youforremainingso positiveAnnoyingI’m sosorrythat’shappened

Empathy statements for contact centres 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. Upsetting
  2. Exasperating
  3. Surprising
  4. Startling
  5. What would be the best option for you?
  6. Overwhelming
  7. You are absolutely correct
  8. You could consider…
  9. Devastating
  10. Confusing
  11. Humiliating
  12. I agree with you
  14. Appalling
  15. Perplexing
  16. Thank you for letting us know
  17. Is there anything else I can help you with?
  18. Terrifying
  19. Baffling
  20. Inconvenient
  21. Challenging
  22. Apprehensive
  23. Frightening
  24. Your feedback is really important to us
  25. Troubling
  26. If I were in your position, I'd feel the same way
  27. Irritating
  28. I can completely understand
  29. Frustrating
  30. Stressful
  31. Disappointing
  32. That’s absolutely understandable
  33. Concerning
  34. Alarming
  35. Disheartening
  36. I can help you with that
  37. It’s my pleasure
  38. Thanks for your valuable time and patience
  39. That would frustrate me, too
  40. Aggravating
  41. Thank you for remaining so positive
  42. Annoying
  43. I’m so sorry that’s happened