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

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