I understand thismight befrustrating — howlong have youbeen dealing withthis?I’m really sorryyou’ve had todeal with this— let’s seehow I can helpHow’syour daygoing sofar?Talkabout ahobbyThank you foryour patience— I appreciateyou staying onthe line.How’s theweather inyour areatoday?“Do you have anyfun plans for theevening/weekend?TalkaboutsportsHave youtried anystepsalready toresolve this?I see you’re callingfrom[location/company]— how’severything goingthere?Would youprefer acallback or tostay on the linewhile I check?I want to makesure I understandeverything clearly— would youmind walking methrough it?Is thereanythingspecific thatmade thesituationworse?Just toclarify, whendid this issuefirst start?You’reabsolutelyright to feelthis wayHas thisissue beengoing onfor a while?Talk abouta familymemberIs thereanything elseyou’d like me toprioritize whileresolving this?Talk aboutyourfavoritesuper heroI can hear thatthis has beenfrustrating for you— can you tellme more aboutwhat happened?Talk aboutfavoriteTV showI can helpyou withthis issueWhat wouldbe the bestoutcome foryou today?Would it beokay if I takea few minutesto look intothis for you?I understand thismight befrustrating — howlong have youbeen dealing withthis?I’m really sorryyou’ve had todeal with this— let’s seehow I can helpHow’syour daygoing sofar?Talkabout ahobbyThank you foryour patience— I appreciateyou staying onthe line.How’s theweather inyour areatoday?“Do you have anyfun plans for theevening/weekend?TalkaboutsportsHave youtried anystepsalready toresolve this?I see you’re callingfrom[location/company]— how’severything goingthere?Would youprefer acallback or tostay on the linewhile I check?I want to makesure I understandeverything clearly— would youmind walking methrough it?Is thereanythingspecific thatmade thesituationworse?Just toclarify, whendid this issuefirst start?You’reabsolutelyright to feelthis wayHas thisissue beengoing onfor a while?Talk abouta familymemberIs thereanything elseyou’d like me toprioritize whileresolving this?Talk aboutyourfavoritesuper heroI can hear thatthis has beenfrustrating for you— can you tellme more aboutwhat happened?Talk aboutfavoriteTV showI can helpyou withthis issueWhat wouldbe the bestoutcome foryou today?Would it beokay if I takea few minutesto look intothis for you?

Rapport Building - 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 understand this might be frustrating — how long have you been dealing with this?
  2. I’m really sorry you’ve had to deal with this — let’s see how I can help
  3. How’s your day going so far?
  4. Talk about a hobby
  5. Thank you for your patience — I appreciate you staying on the line.
  6. How’s the weather in your area today?
  7. “Do you have any fun plans for the evening/weekend?
  8. Talk about sports
  9. Have you tried any steps already to resolve this?
  10. I see you’re calling from [location/company] — how’s everything going there?
  11. Would you prefer a callback or to stay on the line while I check?
  12. I want to make sure I understand everything clearly — would you mind walking me through it?
  13. Is there anything specific that made the situation worse?
  14. Just to clarify, when did this issue first start?
  15. You’re absolutely right to feel this way
  16. Has this issue been going on for a while?
  17. Talk about a family member
  18. Is there anything else you’d like me to prioritize while resolving this?
  19. Talk about your favorite super hero
  20. I can hear that this has been frustrating for you — can you tell me more about what happened?
  21. Talk about favorite TV show
  22. I can help you with this issue
  23. What would be the best outcome for you today?
  24. Would it be okay if I take a few minutes to look into this for you?