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