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

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