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

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