It sounds likethings aregoing well foryoucongratulationsI totallyunderstandyour concernregarding thatlate fee.I canunderstand howpaying morethen you meantto would beconcerning.I understandthis is difficultplease give methe opportunityto resolve thisissue for youI wouldcome tothe sameconclusionYou’reabsolutelycorrect, I amsorry thathappen to youMr/Mrs ….Congratulationson gettingmarriedWhat I’mcurrentlydoing tohelp you isI know it'sfrustrating whenyour system isn'tworking makingthose payment,we are here tohelpI am so sorryyou haddifficulty withthe IVR makingyour paymentWe will helpyou get thisissueresolvedright awayI definitely canunderstand theconcern with thedeferred interestpromotionexpiring.Thank youfor giving meall thatinformation(base agentIm so sorryyou had tocall backagain about(situation)I heard you'reupsetregarding(create yourown situation)I hear you'reupsetregarding yourdispute beingrebilledOh no that isawful, Can youtell me a littlemore about it,pleaseI understandhow frustratingit is calling inmultiple timesto resolve yourissueI would beupsetregarding thatif I were youas wellThatwouldfrustrateme, too.Thank you verymuch for bringingthis to ourattention, so thatwe can deal withthis immediatelyIf I were inyour position, Iwould feel thesame way.I hear you'reconcernedabout yourAPRI'm sorry you haddifficultly usingyour card I canunderstand thatwould beupsetting.It sounds likethings aregoing well foryoucongratulationsI totallyunderstandyour concernregarding thatlate fee.I canunderstand howpaying morethen you meantto would beconcerning.I understandthis is difficultplease give methe opportunityto resolve thisissue for youI wouldcome tothe sameconclusionYou’reabsolutelycorrect, I amsorry thathappen to youMr/Mrs ….Congratulationson gettingmarriedWhat I’mcurrentlydoing tohelp you isI know it'sfrustrating whenyour system isn'tworking makingthose payment,we are here tohelpI am so sorryyou haddifficulty withthe IVR makingyour paymentWe will helpyou get thisissueresolvedright awayI definitely canunderstand theconcern with thedeferred interestpromotionexpiring.Thank youfor giving meall thatinformation(base agentIm so sorryyou had tocall backagain about(situation)I heard you'reupsetregarding(create yourown situation)I hear you'reupsetregarding yourdispute beingrebilledOh no that isawful, Can youtell me a littlemore about it,pleaseI understandhow frustratingit is calling inmultiple timesto resolve yourissueI would beupsetregarding thatif I were youas wellThatwouldfrustrateme, too.Thank you verymuch for bringingthis to ourattention, so thatwe can deal withthis immediatelyIf I were inyour position, Iwould feel thesame way.I hear you'reconcernedabout yourAPRI'm sorry you haddifficultly usingyour card I canunderstand thatwould beupsetting.

Empathy 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. It sounds like things are going well for you congratulations
  2. I totally understand your concern regarding that late fee.
  3. I can understand how paying more then you meant to would be concerning.
  4. I understand this is difficult please give me the opportunity to resolve this issue for you
  5. I would come to the same conclusion
  6. You’re absolutely correct, I am sorry that happen to you Mr/Mrs ….
  7. Congratulations on getting married
  8. What I’m currently doing to help you is
  9. I know it's frustrating when your system isn't working making those payment, we are here to help
  10. I am so sorry you had difficulty with the IVR making your payment
  11. We will help you get this issue resolved right away
  12. I definitely can understand the concern with the deferred interest promotion expiring.
  13. Thank you for giving me all that information (base agent
  14. Im so sorry you had to call back again about (situation)
  15. I heard you're upset regarding (create your own situation)
  16. I hear you're upset regarding your dispute being rebilled
  17. Oh no that is awful, Can you tell me a little more about it, please
  18. I understand how frustrating it is calling in multiple times to resolve your issue
  19. I would be upset regarding that if I were you as well
  20. That would frustrate me, too.
  21. Thank you very much for bringing this to our attention, so that we can deal with this immediately
  22. If I were in your position, I would feel the same way.
  23. I hear you're concerned about your APR
  24. I'm sorry you had difficultly using your card I can understand that would be upsetting.