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

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