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

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. Thank you for giving me all that information (base agent
  2. I heard you're upset regarding (create your own situation)
  3. Congratulations on getting married
  4. I can understand how paying more then you meant to would be concerning.
  5. I totally understand your concern regarding that late fee.
  6. If I were in your position, I would feel the same way.
  7. I hear you're concerned about your APR
  8. Thank you very much for bringing this to our attention, so that we can deal with this immediately
  9. What I’m currently doing to help you is
  10. It sounds like things are going well for you congratulations
  11. Im so sorry you had to call back again about (situation)
  12. That would frustrate me, too.
  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. I would come to the same conclusion
  16. I am so sorry you had difficulty with the IVR making your payment
  17. I understand this is difficult please give me the opportunity to resolve this issue for you
  18. I hear you're upset regarding your dispute being rebilled
  19. I'm sorry you had difficultly using your card I can understand that would be upsetting.
  20. I would be upset regarding that if I were you as well
  21. I definitely can understand the concern with the deferred interest promotion expiring.
  22. I know it's frustrating when your system isn't working making those payment, we are here to help
  23. You’re absolutely correct, I am sorry that happen to you Mr/Mrs ….
  24. We will help you get this issue resolved right away