You’reabsolutelycorrectYou'remakingtotalsenseI’m so gladyou let usknowabout this.I can seehowdifficult thishas been.That would bedisappointing,especiallywhen..I know thiscan beconfusing/discouragingI’m sorryyou’ve hadto dealwith this…I thinkyou'rerightThank you!Weappreciateyour honestfeedbackWhat I’mcurrentlydoing to helpyou is…I'm sorryyou've hadto dealwith thisI canunderstandhow that canbe frustratingOffer theprogramsifapplicableI will do all Ican toresolve yourproblemtodayI canunderstandwhy you havefollowed upon this issue.ThatsoundsfrustratingIf I’munderstandingyou correctly...It’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappenedThank youfor notifyingus about thisissueI wouldfeel X tooin thatsituationYou’remakingtotalsense. I do realize thatthe [insert task]process canbe time-consuming.I canunderstandhowthat wouldbe difficult.Intro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicableYou’reabsolutelycorrectYou'remakingtotalsenseI’m so gladyou let usknowabout this.I can seehowdifficult thishas been.That would bedisappointing,especiallywhen..I know thiscan beconfusing/discouragingI’m sorryyou’ve hadto dealwith this…I thinkyou'rerightThank you!Weappreciateyour honestfeedbackWhat I’mcurrentlydoing to helpyou is…I'm sorryyou've hadto dealwith thisI canunderstandhow that canbe frustratingOffer theprogramsifapplicableI will do all Ican toresolve yourproblemtodayI canunderstandwhy you havefollowed upon this issue.ThatsoundsfrustratingIf I’munderstandingyou correctly...It’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappenedThank youfor notifyingus about thisissueI wouldfeel X tooin thatsituationYou’remakingtotalsense. I do realize thatthe [insert task]process canbe time-consuming.I canunderstandhowthat wouldbe difficult.Intro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicable

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