We want tounderstandwhat happenedjust as much asyou do.What wouldbe the bestoption foryou?Yourfeedback isreallyimportant tous“I’m sorryyou’ve hadto dealwith this…”IappreciateyourpatienceThank youforremainingso positiveI agreewithyouYou areabsolutelycorrectThanks foryourvaluabletime andpatienceThankyou forletting usknowI’m sosorrythat’shappenedIt’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.“If I amunderstandingcorrectly…”That’sabsolutelyunderstandable If I were inyourposition, I'dfeel thesame wayI cancompletelyunderstandThatwouldfrustrateme, tooI canhelp youwith thatI want to getyour projectmoving. Letme see whatI can do.I'll work withour teamhere toresolve this.”Is thereanythingelse I canhelp youwith? You'remakingtotalsense.You couldconsider…We want tounderstandwhat happenedjust as much asyou do.What wouldbe the bestoption foryou?Yourfeedback isreallyimportant tous“I’m sorryyou’ve hadto dealwith this…”IappreciateyourpatienceThank youforremainingso positiveI agreewithyouYou areabsolutelycorrectThanks foryourvaluabletime andpatienceThankyou forletting usknowI’m sosorrythat’shappenedIt’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.“If I amunderstandingcorrectly…”That’sabsolutelyunderstandable If I were inyourposition, I'dfeel thesame wayI cancompletelyunderstandThatwouldfrustrateme, tooI canhelp youwith thatI want to getyour projectmoving. Letme see whatI can do.I'll work withour teamhere toresolve this.”Is thereanythingelse I canhelp youwith? You'remakingtotalsense.You couldconsider…

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