I understandthis is difficultplease give methe opportunityto resolve thisissue for youI canunderstand howpaying morethen you meantto would beconcerning.I definitely canunderstand theconcern with thedeferred interestpromotionexpiring.I wouldcome tothe sameconclusionIf I were inyour position, Iwould feel thesame way.Im so sorryyou had tocall backagain about(situation)I'm sorry you haddifficultly usingyour card I canunderstand thatwould beupsetting.I know it'sfrustrating whenyour system isn'tworking makingthose payment,we are here tohelpI hear you'reconcernedabout yourAPRI heard you'reupsetregarding(create yourown situation)It sounds likethings aregoing well foryoucongratulationsI would beupsetregarding thatif I were youas wellWhat I’mcurrentlydoing tohelp you isThank you verymuch for bringingthis to ourattention, so thatwe can deal withthis immediatelyI totallyunderstandyour concernregarding thatlate fee.Thatwouldfrustrateme, too.I hear you'reupsetregarding yourdispute beingrebilledCongratulationson gettingmarriedOh no that isawful, Can youtell me a littlemore about it,pleaseThank youfor giving meall thatinformation(base agentWe will helpyou get thisissueresolvedright awayI am so sorryyou haddifficulty withthe IVR makingyour paymentI understandhow frustratingit is calling inmultiple timesto resolve yourissueYou’reabsolutelycorrect, I amsorry thathappen to youMr/Mrs ….I understandthis is difficultplease give methe opportunityto resolve thisissue for youI canunderstand howpaying morethen you meantto would beconcerning.I definitely canunderstand theconcern with thedeferred interestpromotionexpiring.I wouldcome tothe sameconclusionIf I were inyour position, Iwould feel thesame way.Im so sorryyou had tocall backagain about(situation)I'm sorry you haddifficultly usingyour card I canunderstand thatwould beupsetting.I know it'sfrustrating whenyour system isn'tworking makingthose payment,we are here tohelpI hear you'reconcernedabout yourAPRI heard you'reupsetregarding(create yourown situation)It sounds likethings aregoing well foryoucongratulationsI would beupsetregarding thatif I were youas wellWhat I’mcurrentlydoing tohelp you isThank you verymuch for bringingthis to ourattention, so thatwe can deal withthis immediatelyI totallyunderstandyour concernregarding thatlate fee.Thatwouldfrustrateme, too.I hear you'reupsetregarding yourdispute beingrebilledCongratulationson gettingmarriedOh no that isawful, Can youtell me a littlemore about it,pleaseThank youfor giving meall thatinformation(base agentWe will helpyou get thisissueresolvedright awayI am so sorryyou haddifficulty withthe IVR makingyour paymentI understandhow frustratingit is calling inmultiple timesto resolve yourissueYou’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 understand this is difficult please give me the opportunity to resolve this issue for you
  2. I can understand how paying more then you meant to would be concerning.
  3. I definitely can understand the concern with the deferred interest promotion expiring.
  4. I would come to the same conclusion
  5. If I were in your position, I would feel the same way.
  6. Im so sorry you had to call back again about (situation)
  7. I'm sorry you had difficultly using your card I can understand that would be upsetting.
  8. I know it's frustrating when your system isn't working making those payment, we are here to help
  9. I hear you're concerned about your APR
  10. I heard you're upset regarding (create your own situation)
  11. It sounds like things are going well for you congratulations
  12. I would be upset regarding that if I were you as well
  13. What I’m currently doing to help you is
  14. Thank you very much for bringing this to our attention, so that we can deal with this immediately
  15. I totally understand your concern regarding that late fee.
  16. That would frustrate me, too.
  17. I hear you're upset regarding your dispute being rebilled
  18. Congratulations on getting married
  19. Oh no that is awful, Can you tell me a little more about it, please
  20. Thank you for giving me all that information (base agent
  21. We will help you get this issue resolved right away
  22. I am so sorry you had difficulty with the IVR making your payment
  23. I understand how frustrating it is calling in multiple times to resolve your issue
  24. You’re absolutely correct, I am sorry that happen to you Mr/Mrs ….