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
  13. Appalling
  14. Perplexing
  15. Thank you for letting us know
  16. Is there anything else I can help you with?
  17. Terrifying
  18. Baffling
  19. Inconvenient
  20. Challenging
  21. Apprehensive
  22. Frightening
  23. Your feedback is really important to us
  24. Troubling
  25. If I were in your position, I'd feel the same way
  26. Irritating
  27. I can completely understand
  28. Frustrating
  29. Stressful
  30. Disappointing
  31. That’s absolutely understandable
  32. Concerning
  33. Alarming
  34. Disheartening
  35. I can help you with that
  36. It’s my pleasure
  37. Thanks for your valuable time and patience
  38. That would frustrate me, too
  39. Aggravating
  40. Thank you for remaining so positive
  41. Annoying
  42. I’m so sorry that’s happened