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

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