OverwhelmingIt’s mypleasureInconvenientUpsettingConfusingYou areabsolutelycorrectFrighteningYou couldconsider…ExasperatingStressfulYourfeedback isreallyimportant tousHumiliatingChallengingTerrifyingIf I were inyourposition, I'dfeel thesame wayIs thereanythingelse I canhelp youwith? I cancompletelyunderstandThatwouldfrustrateme, tooTroublingFrustratingThank youforremainingso positiveI agreewithyouConcerningI canhelp youwith thatBafflingWhat wouldbe the bestoption foryou?I’m sosorrythat’shappenedDisappointingDishearteningStartlingDevastatingThankyou forletting usknowAlarmingApprehensiveIrritatingPerplexingAggravatingThat’sabsolutelyunderstandable Thanks foryourvaluabletime andpatienceAnnoyingAppallingSurprisingOverwhelmingIt’s mypleasureInconvenientUpsettingConfusingYou areabsolutelycorrectFrighteningYou couldconsider…ExasperatingStressfulYourfeedback isreallyimportant tousHumiliatingChallengingTerrifyingIf I were inyourposition, I'dfeel thesame wayIs thereanythingelse I canhelp youwith? I cancompletelyunderstandThatwouldfrustrateme, tooTroublingFrustratingThank youforremainingso positiveI agreewithyouConcerningI canhelp youwith thatBafflingWhat wouldbe the bestoption foryou?I’m sosorrythat’shappenedDisappointingDishearteningStartlingDevastatingThankyou forletting usknowAlarmingApprehensiveIrritatingPerplexingAggravatingThat’sabsolutelyunderstandable Thanks foryourvaluabletime andpatienceAnnoyingAppallingSurprising

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