I’m sosorrythat’shappened“If I amunderstandingcorrectly…”I canhelp youwith thatYou'remakingtotalsense.I'll work withour teamhere toresolve this.”If I were inyourposition, I'dfeel thesame wayThatwouldfrustrateme, tooI want to getyour projectmoving. Letme see whatI can do.I cancompletelyunderstandIappreciateyourpatienceThank youforremainingso positiveThanks foryourvaluabletime andpatienceWhat wouldbe the bestoption foryou?It’s mypleasureYourfeedback isreallyimportant tousThankyou forletting usknowI agreewithyouIf 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…”“I’m sorryyou’ve hadto dealwith this…”You areabsolutelycorrectThat’sabsolutelyunderstandable You couldconsider…We want tounderstandwhat happenedjust as much asyou do.I’m sosorrythat’shappened“If I amunderstandingcorrectly…”I canhelp youwith thatYou'remakingtotalsense.I'll work withour teamhere toresolve this.”If I were inyourposition, I'dfeel thesame wayThatwouldfrustrateme, tooI want to getyour projectmoving. Letme see whatI can do.I cancompletelyunderstandIappreciateyourpatienceThank youforremainingso positiveThanks foryourvaluabletime andpatienceWhat wouldbe the bestoption foryou?It’s mypleasureYourfeedback isreallyimportant tousThankyou forletting usknowI agreewithyouIf 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…”“I’m sorryyou’ve hadto dealwith this…”You areabsolutelycorrectThat’sabsolutelyunderstandable You couldconsider…We want tounderstandwhat happenedjust as much asyou do.

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