You'remakingtotalsenseI’m so gladyou let usknowabout this.Intro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicableI wouldfeel X tooin thatsituationI will do all Ican toresolve yourproblemtodayI’m sorryyou’ve hadto dealwith this…I can seehowdifficult thishas been.What I’mcurrentlydoing to helpyou is…You’remakingtotalsense. That would bedisappointing,especiallywhen..I canunderstandhowthat wouldbe difficult.I thinkyou'rerightIf I’munderstandingyou correctly...I know thiscan beconfusing/discouragingThatsoundsfrustratingYou’reabsolutelycorrectI canunderstandwhy you havefollowed upon this issue.I canunderstandhow that canbe frustratingIt’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappenedOffer theprogramsifapplicableI'm sorryyou've hadto dealwith thisThank you!Weappreciateyour honestfeedbackI do realize thatthe [insert task]process canbe time-consuming.Thank youfor notifyingus about thisissueYou'remakingtotalsenseI’m so gladyou let usknowabout this.Intro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicableI wouldfeel X tooin thatsituationI will do all Ican toresolve yourproblemtodayI’m sorryyou’ve hadto dealwith this…I can seehowdifficult thishas been.What I’mcurrentlydoing to helpyou is…You’remakingtotalsense. That would bedisappointing,especiallywhen..I canunderstandhowthat wouldbe difficult.I thinkyou'rerightIf I’munderstandingyou correctly...I know thiscan beconfusing/discouragingThatsoundsfrustratingYou’reabsolutelycorrectI canunderstandwhy you havefollowed upon this issue.I canunderstandhow that canbe frustratingIt’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappenedOffer theprogramsifapplicableI'm sorryyou've hadto dealwith thisThank you!Weappreciateyour honestfeedbackI do realize thatthe [insert task]process canbe time-consuming.Thank youfor notifyingus about thisissue

Empathy and Required Information 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. You're making total sense
  2. I’m so glad you let us know about this.
  3. Mention intro, disclaimer, ISI/Survey, and PI when applicable
    Intro, disclaimer, ISI/Survey and PI on all applicable calls
  4. I would feel X too in that situation
  5. I will do all I can to resolve your problem today
  6. I’m sorry you’ve had to deal with this…
  7. I can see how difficult this has been.
  8. What I’m currently doing to help you is…
  9. You’re making total sense.
  10. That would be disappointing, especially when..
  11. I can understand how that would be difficult.
  12. I think you're right
  13. If I’m understanding you correctly...
  14. I know this can be confusing/ discouraging
  15. That sounds frustrating
  16. You’re absolutely correct
  17. I can understand why you have followed up on this issue.
  18. I can understand how that can be frustrating
  19. It is understandable that you're very upset about what's happened
    It’s perfectly understandable that you’re very upset about what’s happened
  20. Offer the programs if applicable
  21. I'm sorry you've had to deal with this
  22. Thank you! We appreciate your honest feedback
  23. I do realize that the [insert task] process can be time-consuming.
  24. Thank you for notifying us about this issue