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

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