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

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