SurprisingDisappointingThankyou forletting usknowIf I were inyourposition, I'dfeel thesame wayStartlingIt’s mypleasureWhat wouldbe the bestoption foryou?Thatwouldfrustrateme, tooAlarmingIs thereanythingelse I canhelp youwith? DevastatingExasperatingAggravatingConcerningAppallingIrritatingOverwhelmingThanks foryourvaluabletime andpatienceYourfeedback isreallyimportant tousTerrifyingFrustratingThank youforremainingso positiveStressfulI cancompletelyunderstandI canhelp youwith thatYou areabsolutelycorrectI’m sosorrythat’shappenedTroublingInconvenientConfusingAnnoyingThat’sabsolutelyunderstandable PerplexingHumiliatingChallengingApprehensiveFrighteningBafflingDishearteningYou couldconsider…UpsettingI agreewithyouSurprisingDisappointingThankyou forletting usknowIf I were inyourposition, I'dfeel thesame wayStartlingIt’s mypleasureWhat wouldbe the bestoption foryou?Thatwouldfrustrateme, tooAlarmingIs thereanythingelse I canhelp youwith? DevastatingExasperatingAggravatingConcerningAppallingIrritatingOverwhelmingThanks foryourvaluabletime andpatienceYourfeedback isreallyimportant tousTerrifyingFrustratingThank youforremainingso positiveStressfulI cancompletelyunderstandI canhelp youwith thatYou areabsolutelycorrectI’m sosorrythat’shappenedTroublingInconvenientConfusingAnnoyingThat’sabsolutelyunderstandable PerplexingHumiliatingChallengingApprehensiveFrighteningBafflingDishearteningYou couldconsider…UpsettingI agreewithyou

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