I realizehowcomplicatedit is to…I am sorrythis is thesituationyou are inI canimagine howfrustratingthat wouldbe.If I were in yoursituation, Iwould beasking thesame questionsyou are.I can seehow thatwould bedifficult.That'swhat I amhere forI can't evenimaginegoing throughsomethinglike that.That would bedisappointing,especially when…[paraphrase thecustomer’sperspective orefforts]I can seewhy thatmade youangry.I amherefor you.If I were in yoursituation, Iwould feelexactly thesame way youdo.I understandhow that canbe worrisome.I'd love to helpwith this.Customer, Irealize theimportanceofThis situationisunacceptableto us too.I’m happyto listenany time.I wouldbe upsettoo.Customer, Icompletelyunderstand thefrustration inthis situation.I realizehowcomplicatedit is to…I am sorrythis is thesituationyou are inI canimagine howfrustratingthat wouldbe.If I were in yoursituation, Iwould beasking thesame questionsyou are.I can seehow thatwould bedifficult.That'swhat I amhere forI can't evenimaginegoing throughsomethinglike that.That would bedisappointing,especially when…[paraphrase thecustomer’sperspective orefforts]I can seewhy thatmade youangry.I amherefor you.If I were in yoursituation, Iwould feelexactly thesame way youdo.I understandhow that canbe worrisome.I'd love to helpwith this.Customer, Irealize theimportanceofThis situationisunacceptableto us too.I’m happyto listenany time.I wouldbe upsettoo.Customer, Icompletelyunderstand thefrustration inthis situation.

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