I’m sorryyou’ve hadto dealwith this…Thank you!Weappreciateyour honestfeedbackI do realize thatthe [insert task]process canbe time-consuming.I'm sorryyou've hadto dealwith thisThat would bedisappointing,especiallywhen..I’m so gladyou let usknowabout this.You’reabsolutelycorrectThatsoundsfrustratingI can seehowdifficult thishas been.I canunderstandhowthat wouldbe difficult.I canunderstandhow that canbe frustratingI will do all Ican toresolve yourproblemtodayIntro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicableI canunderstandwhy you havefollowed upon this issue.I wouldfeel X tooin thatsituationYou’remakingtotalsense. I know thiscan beconfusing/discouragingIt’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappenedThank youfor notifyingus about thisissueIf I’munderstandingyou correctly...Offer theprogramsifapplicableI thinkyou'rerightYou'remakingtotalsenseWhat I’mcurrentlydoing to helpyou is…I’m sorryyou’ve hadto dealwith this…Thank you!Weappreciateyour honestfeedbackI do realize thatthe [insert task]process canbe time-consuming.I'm sorryyou've hadto dealwith thisThat would bedisappointing,especiallywhen..I’m so gladyou let usknowabout this.You’reabsolutelycorrectThatsoundsfrustratingI can seehowdifficult thishas been.I canunderstandhowthat wouldbe difficult.I canunderstandhow that canbe frustratingI will do all Ican toresolve yourproblemtodayIntro,disclaimer,ISI/Surveyand PI onall applicablecallsMention intro,disclaimer,ISI/Survey,and PI whenapplicableI canunderstandwhy you havefollowed upon this issue.I wouldfeel X tooin thatsituationYou’remakingtotalsense. I know thiscan beconfusing/discouragingIt’s perfectlyunderstandablethat you’re veryupset aboutwhat’shappenedIt isunderstandablethat you're veryupset aboutwhat'shappenedThank youfor notifyingus about thisissueIf I’munderstandingyou correctly...Offer theprogramsifapplicableI thinkyou'rerightYou'remakingtotalsenseWhat I’mcurrentlydoing to helpyou is…

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