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

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