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

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