Thatwouldfrustrateme, too“If I amunderstandingcorrectly…”“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”I cancompletelyunderstandIappreciateyourpatienceIf I were in yoursituation, I wouldbe asking thesame questionsyou are.I'll work withour teamhere toresolve this.”You areabsolutelycorrectWe want tounderstandwhat happenedjust as much asyou do.Thankyou forletting usknowI agreewithyouI canhelp youwith thatThat’sabsolutelyunderstandable Is thereanythingelse I canhelp youwith? If I were inyourposition, I'dfeel thesame wayIt’s mypleasure“I’m sorryyou’ve hadto dealwith this…”Yourfeedback isreallyimportant tousYou couldconsider…I want to getyour projectmoving. Letme see whatI can do.Thanks foryourvaluabletime andpatienceThank youforremainingso positiveWhat wouldbe the bestoption foryou?I’m sosorrythat’shappenedYou'remakingtotalsense.Thatwouldfrustrateme, too“If I amunderstandingcorrectly…”“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”I cancompletelyunderstandIappreciateyourpatienceIf I were in yoursituation, I wouldbe asking thesame questionsyou are.I'll work withour teamhere toresolve this.”You areabsolutelycorrectWe want tounderstandwhat happenedjust as much asyou do.Thankyou forletting usknowI agreewithyouI canhelp youwith thatThat’sabsolutelyunderstandable Is thereanythingelse I canhelp youwith? If I were inyourposition, I'dfeel thesame wayIt’s mypleasure“I’m sorryyou’ve hadto dealwith this…”Yourfeedback isreallyimportant tousYou couldconsider…I want to getyour projectmoving. Letme see whatI can do.Thanks foryourvaluabletime andpatienceThank youforremainingso positiveWhat wouldbe the bestoption foryou?I’m sosorrythat’shappenedYou'remakingtotalsense.

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