“I’m sorryyou’ve hadto dealwith this…”I'll work withour teamhere toresolve this.”I agreewithyouYou couldconsider…That’sabsolutelyunderstandable Yourfeedback isreallyimportant tousYou areabsolutelycorrect“If I amunderstandingcorrectly…”I cancompletelyunderstandIs thereanythingelse I canhelp youwith? We want tounderstandwhat happenedjust as much asyou do.IappreciateyourpatienceI’m sosorrythat’shappenedIf I were inyourposition, I'dfeel thesame wayI want to getyour projectmoving. Letme see whatI can do.You'remakingtotalsense.I canhelp youwith thatIt’s mypleasure“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”If I were in yoursituation, I wouldbe asking thesame questionsyou are.Thanks foryourvaluabletime andpatienceThatwouldfrustrateme, tooThankyou forletting usknowWhat wouldbe the bestoption foryou?Thank youforremainingso positive“I’m sorryyou’ve hadto dealwith this…”I'll work withour teamhere toresolve this.”I agreewithyouYou couldconsider…That’sabsolutelyunderstandable Yourfeedback isreallyimportant tousYou areabsolutelycorrect“If I amunderstandingcorrectly…”I cancompletelyunderstandIs thereanythingelse I canhelp youwith? We want tounderstandwhat happenedjust as much asyou do.IappreciateyourpatienceI’m sosorrythat’shappenedIf I were inyourposition, I'dfeel thesame wayI want to getyour projectmoving. Letme see whatI can do.You'remakingtotalsense.I canhelp youwith thatIt’s mypleasure“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”If I were in yoursituation, I wouldbe asking thesame questionsyou are.Thanks foryourvaluabletime andpatienceThatwouldfrustrateme, tooThankyou forletting usknowWhat wouldbe the bestoption foryou?Thank youforremainingso positive

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