I wouldbe upsettoo.Customer, Icompletelyunderstand thefrustration inthis situationIf I were in yoursituation, I wouldbe asking thesame questionsyou are.That would bedisappointing,especiallywhen…I’m happyto listenany timeI canimagine howfrustratingthat wouldbe.I can't evenimaginegoing throughsomethinglike that.I realizehowcomplicatedit is to…I am sorrythis is thesituationyou are inThis situationisunacceptableto us too.That'swhat I amhere forI can seehow thatwould bedifficult.I amhere foryouCustomer, Irealize theimportanceofI understandhow that canbe worrisome.I'd love to helpwith this.I can seewhy thatmade youangry.If I were in yoursituation, Iwould feelexactly thesame way youdo.I wouldbe upsettoo.Customer, Icompletelyunderstand thefrustration inthis situationIf I were in yoursituation, I wouldbe asking thesame questionsyou are.That would bedisappointing,especiallywhen…I’m happyto listenany timeI canimagine howfrustratingthat wouldbe.I can't evenimaginegoing throughsomethinglike that.I realizehowcomplicatedit is to…I am sorrythis is thesituationyou are inThis situationisunacceptableto us too.That'swhat I amhere forI can seehow thatwould bedifficult.I amhere foryouCustomer, Irealize theimportanceofI understandhow that canbe worrisome.I'd love to helpwith this.I can seewhy thatmade youangry.If I were in yoursituation, Iwould feelexactly thesame way youdo.

Empathy Statements - 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 would be upset too.
  2. Customer, I completely understand the frustration in this situation
  3. If I were in your situation, I would be asking the same questions you are.
  4. That would be disappointing, especially when…
  5. I’m happy to listen any time
  6. I can imagine how frustrating that would be.
  7. I can't even imagine going through something like that.
  8. I realize how complicated it is to…
  9. I am sorry this is the situation you are in
  10. This situation is unacceptable to us too.
  11. That's what I am here for
  12. I can see how that would be difficult.
  13. I am here for you
  14. Customer, I realize the importance of
  15. I understand how that can be worrisome. I'd love to help with this.
  16. I can see why that made you angry.
  17. If I were in your situation, I would feel exactly the same way you do.