If I were in yoursituation, I wouldbe asking thesame questionsyou are.“I’m sorryyou’ve hadto dealwith this…”Thankyou forletting usknowIs thereanythingelse I canhelp youwith? I want to getyour projectmoving. Letme see whatI can do.Thank youforremainingso positiveYourfeedback isreallyimportant tous“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”You'remakingtotalsense.You areabsolutelycorrect“If I amunderstandingcorrectly…”If I were inyourposition, I'dfeel thesame wayWhat wouldbe the bestoption foryou?I canhelp youwith thatI agreewithyouThatwouldfrustrateme, tooI'll work withour teamhere toresolve this.”It’s mypleasureYou couldconsider…Thanks foryourvaluabletime andpatienceWe want tounderstandwhat happenedjust as much asyou do.That’sabsolutelyunderstandable I’m sosorrythat’shappenedI cancompletelyunderstandIappreciateyourpatienceIf I were in yoursituation, I wouldbe asking thesame questionsyou are.“I’m sorryyou’ve hadto dealwith this…”Thankyou forletting usknowIs thereanythingelse I canhelp youwith? I want to getyour projectmoving. Letme see whatI can do.Thank youforremainingso positiveYourfeedback isreallyimportant tous“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”You'remakingtotalsense.You areabsolutelycorrect“If I amunderstandingcorrectly…”If I were inyourposition, I'dfeel thesame wayWhat wouldbe the bestoption foryou?I canhelp youwith thatI agreewithyouThatwouldfrustrateme, tooI'll work withour teamhere toresolve this.”It’s mypleasureYou couldconsider…Thanks foryourvaluabletime andpatienceWe want tounderstandwhat happenedjust as much asyou do.That’sabsolutelyunderstandable I’m sosorrythat’shappenedI cancompletelyunderstandIappreciateyourpatience

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