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

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