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

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