It’s mypleasureI want to getyour projectmoving. Letme see whatI can do.Thankyou forletting usknowThat’sabsolutelyunderstandable You areabsolutelycorrectIappreciateyourpatienceThatwouldfrustrateme, too“If I amunderstandingcorrectly…”“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”You'remakingtotalsense.Thanks foryourvaluabletime andpatienceI agreewithyouYourfeedback isreallyimportant tousIf I were inyourposition, I'dfeel thesame wayI’m sosorrythat’shappenedYou couldconsider…I cancompletelyunderstandWe want tounderstandwhat happenedjust as much asyou do.“I’m sorryyou’ve hadto dealwith this…”What wouldbe the bestoption foryou?Is thereanythingelse I canhelp youwith? Thank youforremainingso positiveI canhelp youwith thatIf I were in yoursituation, I wouldbe asking thesame questionsyou are.I'll work withour teamhere toresolve this.”It’s mypleasureI want to getyour projectmoving. Letme see whatI can do.Thankyou forletting usknowThat’sabsolutelyunderstandable You areabsolutelycorrectIappreciateyourpatienceThatwouldfrustrateme, too“If I amunderstandingcorrectly…”“I want to makesure that I have afull understandingof what you’retelling me. I’mhearing that…”You'remakingtotalsense.Thanks foryourvaluabletime andpatienceI agreewithyouYourfeedback isreallyimportant tousIf I were inyourposition, I'dfeel thesame wayI’m sosorrythat’shappenedYou couldconsider…I cancompletelyunderstandWe want tounderstandwhat happenedjust as much asyou do.“I’m sorryyou’ve hadto dealwith this…”What wouldbe the bestoption foryou?Is thereanythingelse I canhelp youwith? Thank youforremainingso positiveI canhelp youwith thatIf I were in yoursituation, I wouldbe asking thesame questionsyou are.I'll work withour teamhere toresolve this.”

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