I'm so glad youcontacted usabout that, it'simportant thatwe get it fixedI'm sodisappointed tohear yourparcel hasn'treached youyetDon't worry, Ioften makethat mistakemyselfI'm sorry for thedelay...thankyou so muchfor yourpatienceI am sorryyou aregoingthrough thisI've hadsomething likethis happenbefore - I knowhow frustrating itcan feelI want to getto the bottomof this just asmuch as youdoI can onlyimagine whatyou must begoing throughThank youforremainingso positiveLet me seeif I canresolvethis for youThat'sabsolutelyunderstandableI want to help asmuch as possible,do you mind if Iask you a fewmore questions?I'm sorry fortheinconvenienceI'm sosorry that'shappenedto youI will doeverythingpossible tohelp you outI can seethis is ahorrible timefor youI'm sorry you'vehad to callmultiple timesabout the sameissueIt's totallynatural thatyou wouldfeel this wayThat soundsreally difficult,can you tellme moreabout...You musthave feltso...I would beasking thesamequestions asyou areI understand youare worriedabout receivingyour order ontime. I wouldfeel that too.I wouldbe upsettooI canunderstandwhy you areso angry/frustratedI'm so glad youcontacted usabout that, it'simportant thatwe get it fixedI'm sodisappointed tohear yourparcel hasn'treached youyetDon't worry, Ioften makethat mistakemyselfI'm sorry for thedelay...thankyou so muchfor yourpatienceI am sorryyou aregoingthrough thisI've hadsomething likethis happenbefore - I knowhow frustrating itcan feelI want to getto the bottomof this just asmuch as youdoI can onlyimagine whatyou must begoing throughThank youforremainingso positiveLet me seeif I canresolvethis for youThat'sabsolutelyunderstandableI want to help asmuch as possible,do you mind if Iask you a fewmore questions?I'm sorry fortheinconvenienceI'm sosorry that'shappenedto youI will doeverythingpossible tohelp you outI can seethis is ahorrible timefor youI'm sorry you'vehad to callmultiple timesabout the sameissueIt's totallynatural thatyou wouldfeel this wayThat soundsreally difficult,can you tellme moreabout...You musthave feltso...I would beasking thesamequestions asyou areI understand youare worriedabout receivingyour order ontime. I wouldfeel that too.I wouldbe upsettooI canunderstandwhy you areso angry/frustrated

Empathy - 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 so glad you contacted us about that, it's important that we get it fixed
  2. I'm so disappointed to hear your parcel hasn't reached you yet
  3. Don't worry, I often make that mistake myself
  4. I'm sorry for the delay...thank you so much for your patience
  5. I am sorry you are going through this
  6. I've had something like this happen before - I know how frustrating it can feel
  7. I want to get to the bottom of this just as much as you do
  8. I can only imagine what you must be going through
  9. Thank you for remaining so positive
  10. Let me see if I can resolve this for you
  11. That's absolutely understandable
  12. I want to help as much as possible, do you mind if I ask you a few more questions?
  13. I'm sorry for the inconvenience
  14. I'm so sorry that's happened to you
  15. I will do everything possible to help you out
  16. I can see this is a horrible time for you
  17. I'm sorry you've had to call multiple times about the same issue
  18. It's totally natural that you would feel this way
  19. That sounds really difficult, can you tell me more about...
  20. You must have felt so...
  21. I would be asking the same questions as you are
  22. I understand you are worried about receiving your order on time. I would feel that too.
  23. I would be upset too
  24. I can understand why you are so angry/ frustrated