I canunderstandhow that canbe frustratingI’m sorryyou’ve hadto dealwith this…That would bedisappointing,especiallywhen..I know thiscan beconfusing/discouragingI will do all Ican toresolve yourproblemtodayYou'remakingtotalsenseI'm sorryyou've hadto dealwith thisI canunderstandhowthat wouldbe difficult.If I’munderstandingyou correctly...Offer theprogramsifapplicableThank youfor notifyingus about thisissueI canunderstandwhy you havefollowed upon this issue.Intro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicableYou’reabsolutelycorrectI do realize thatthe [insert task]process canbe time-consuming.I wouldfeel X tooin thatsituationI can seehowdifficult thishas been.Thank you!Weappreciateyour honestfeedbackYou’remakingtotalsense. ThatsoundsfrustratingI thinkyou'rerightI’m so gladyou let usknowabout this.What I’mcurrentlydoing to helpyou is…It’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappenedI canunderstandhow that canbe frustratingI’m sorryyou’ve hadto dealwith this…That would bedisappointing,especiallywhen..I know thiscan beconfusing/discouragingI will do all Ican toresolve yourproblemtodayYou'remakingtotalsenseI'm sorryyou've hadto dealwith thisI canunderstandhowthat wouldbe difficult.If I’munderstandingyou correctly...Offer theprogramsifapplicableThank youfor notifyingus about thisissueI canunderstandwhy you havefollowed upon this issue.Intro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicableYou’reabsolutelycorrectI do realize thatthe [insert task]process canbe time-consuming.I wouldfeel X tooin thatsituationI can seehowdifficult thishas been.Thank you!Weappreciateyour honestfeedbackYou’remakingtotalsense. ThatsoundsfrustratingI thinkyou'rerightI’m so gladyou let usknowabout this.What I’mcurrentlydoing to helpyou is…It’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappened

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