Thankyou forletting usknowThatwouldfrustrateme, tooThanks foryourvaluabletime andpatience“If I amunderstandingcorrectly…”Thank youforremainingso positiveWhat wouldbe the bestoption foryou?I'll work withour teamhere toresolve this.”I’m sosorrythat’shappenedIf I were in yoursituation, I wouldbe asking thesame questionsyou are.Is thereanythingelse I canhelp youwith? “I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”You areabsolutelycorrectIt’s mypleasureThat’sabsolutelyunderstandable If I were inyourposition, I'dfeel thesame wayI agreewithyouI want to getyour projectmoving. Letme see whatI can do.You'remakingtotalsense.I canhelp youwith thatIappreciateyourpatienceYourfeedback isreallyimportant tousYou couldconsider…I cancompletelyunderstandWe want tounderstandwhat happenedjust as much asyou do.“I’m sorryyou’ve hadto dealwith this…”Thankyou forletting usknowThatwouldfrustrateme, tooThanks foryourvaluabletime andpatience“If I amunderstandingcorrectly…”Thank youforremainingso positiveWhat wouldbe the bestoption foryou?I'll work withour teamhere toresolve this.”I’m sosorrythat’shappenedIf I were in yoursituation, I wouldbe asking thesame questionsyou are.Is thereanythingelse I canhelp youwith? “I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”You areabsolutelycorrectIt’s mypleasureThat’sabsolutelyunderstandable If I were inyourposition, I'dfeel thesame wayI agreewithyouI want to getyour projectmoving. Letme see whatI can do.You'remakingtotalsense.I canhelp youwith thatIappreciateyourpatienceYourfeedback isreallyimportant tousYou couldconsider…I cancompletelyunderstandWe want tounderstandwhat happenedjust as much asyou do.“I’m sorryyou’ve hadto dealwith this…”

Empathy statements for contact centres 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. Thank you for letting us know
  2. That would frustrate me, too
  3. Thanks for your valuable time and patience
  4. “If I am understanding correctly…”
  5. Thank you for remaining so positive
  6. What would be the best option for you?
  7. I'll work with our team here to resolve this.”
  8. I’m so sorry that’s happened
  9. If I were in your situation, I would be asking the same questions you are.
  10. Is there anything else I can help you with?
  11. “I want to make sure that I have a full understanding of what you’re telling me. I’m hearing that…”
  12. You are absolutely correct
  13. It’s my pleasure
  14. That’s absolutely understandable
  15. If I were in your position, I'd feel the same way
  16. I agree with you
  17. I want to get your project moving. Let me see what I can do.
  18. You're making total sense.
  19. I can help you with that
  20. I appreciate your patience
  21. Your feedback is really important to us
  22. You could consider…
  23. I can completely understand
  24. We want to understand what happened just as much as you do.
  25. “I’m sorry you’ve had to deal with this…”