I wouldcome tothe sameconclusionI definitely canunderstand theconcern with thedeferred interestpromotionexpiring.I heard you'reupsetregarding(create yourown situation)Thank youfor giving meall thatinformation(base agentI am so sorryyou haddifficulty withthe IVR makingyour paymentI understandthis is difficultplease give methe opportunityto resolve thisissue for youThatwouldfrustrateme, too.I hear you'reconcernedabout yourAPRI would beupsetregarding thatif I were youas wellI'm sorry you haddifficultly usingyour card I canunderstand thatwould beupsetting.I understandhow frustratingit is calling inmultiple timesto resolve yourissueI totallyunderstandyour concernregarding thatlate fee.It sounds likethings aregoing well foryoucongratulationsWhat I’mcurrentlydoing tohelp you isOh no that isawful, Can youtell me a littlemore about it,pleaseCongratulationson gettingmarriedThank you verymuch for bringingthis to ourattention, so thatwe can deal withthis immediatelyWe will helpyou get thisissueresolvedright awayI hear you'reupsetregarding yourdispute beingrebilledYou’reabsolutelycorrect, I amsorry thathappen to youMr/Mrs ….I canunderstand howpaying morethen you meantto would beconcerning.If I were inyour position, Iwould feel thesame way.I know it'sfrustrating whenyour system isn'tworking makingthose payment,we are here tohelpIm so sorryyou had tocall backagain about(situation)I wouldcome tothe sameconclusionI definitely canunderstand theconcern with thedeferred interestpromotionexpiring.I heard you'reupsetregarding(create yourown situation)Thank youfor giving meall thatinformation(base agentI am so sorryyou haddifficulty withthe IVR makingyour paymentI understandthis is difficultplease give methe opportunityto resolve thisissue for youThatwouldfrustrateme, too.I hear you'reconcernedabout yourAPRI would beupsetregarding thatif I were youas wellI'm sorry you haddifficultly usingyour card I canunderstand thatwould beupsetting.I understandhow frustratingit is calling inmultiple timesto resolve yourissueI totallyunderstandyour concernregarding thatlate fee.It sounds likethings aregoing well foryoucongratulationsWhat I’mcurrentlydoing tohelp you isOh no that isawful, Can youtell me a littlemore about it,pleaseCongratulationson gettingmarriedThank you verymuch for bringingthis to ourattention, so thatwe can deal withthis immediatelyWe will helpyou get thisissueresolvedright awayI hear you'reupsetregarding yourdispute beingrebilledYou’reabsolutelycorrect, I amsorry thathappen to youMr/Mrs ….I canunderstand howpaying morethen you meantto would beconcerning.If I were inyour position, Iwould feel thesame way.I know it'sfrustrating whenyour system isn'tworking makingthose payment,we are here tohelpIm so sorryyou had tocall backagain about(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. I would come to the same conclusion
  2. I definitely can understand the concern with the deferred interest promotion expiring.
  3. I heard you're upset regarding (create your own situation)
  4. Thank you for giving me all that information (base agent
  5. I am so sorry you had difficulty with the IVR making your payment
  6. I understand this is difficult please give me the opportunity to resolve this issue for you
  7. That would frustrate me, too.
  8. I hear you're concerned about your APR
  9. I would be upset regarding that if I were you as well
  10. I'm sorry you had difficultly using your card I can understand that would be upsetting.
  11. I understand how frustrating it is calling in multiple times to resolve your issue
  12. I totally understand your concern regarding that late fee.
  13. It sounds like things are going well for you congratulations
  14. What I’m currently doing to help you is
  15. Oh no that is awful, Can you tell me a little more about it, please
  16. Congratulations on getting married
  17. Thank you very much for bringing this to our attention, so that we can deal with this immediately
  18. We will help you get this issue resolved right away
  19. I hear you're upset regarding your dispute being rebilled
  20. You’re absolutely correct, I am sorry that happen to you Mr/Mrs ….
  21. I can understand how paying more then you meant to would be concerning.
  22. If I were in your position, I would feel the same way.
  23. I know it's frustrating when your system isn't working making those payment, we are here to help
  24. Im so sorry you had to call back again about (situation)