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

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