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

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