Issue withany form(not MI)AcknowledgingEffortTell cust wewill be ableto assist withtheir needsshareyour ownempathystatementshareyour ownempathystatementvalidatecustomersfeelinghelpingwithMI formsLetcustomervent withoutinterruption"Thank youforexplainingyourconcerns...""Sorry tohear you'recancelling...""Congratulationson your...""It makesperfectsense thatyou'd feelthat way."reassurecustomershare acomplimentor KudosCallbeforepolicyreviewshareyour ownempathystatementshareyour ownempathystatementpaymentissueduringvehiclechangeshareyour ownempathystatement"I realizehowcomplicatedit is to...."smile:)beginningof call"Thank youfor allowingme to assisttoday"Issue withany form(not MI)AcknowledgingEffortTell cust wewill be ableto assist withtheir needsshareyour ownempathystatementshareyour ownempathystatementvalidatecustomersfeelinghelpingwithMI formsLetcustomervent withoutinterruption"Thank youforexplainingyourconcerns...""Sorry tohear you'recancelling...""Congratulationson your...""It makesperfectsense thatyou'd feelthat way."reassurecustomershare acomplimentor KudosCallbeforepolicyreviewshareyour ownempathystatementshareyour ownempathystatementpaymentissueduringvehiclechangeshareyour ownempathystatement"I realizehowcomplicatedit is to...."smile:)beginningof call"Thank youfor allowingme to assisttoday"

Empathy 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. Issue with any form (not MI)
  2. Acknowledging Effort
  3. Tell cust we will be able to assist with their needs
  4. share your own empathy statement
  5. share your own empathy statement
  6. validate customers feeling
  7. helping with MI forms
  8. Let customer vent without interruption
  9. "Thank you for explaining your concerns..."
  10. "Sorry to hear you're cancelling..."
  11. "Congratulations on your..."
  12. "It makes perfect sense that you'd feel that way."
  13. reassure customer
  14. share a compliment or Kudos Call
  15. before policy review
  16. share your own empathy statement
  17. share your own empathy statement
  18. payment issue
  19. during vehicle change
  20. share your own empathy statement
  21. "I realize how complicated it is to...."
  22. smile :)
  23. beginning of call
  24. "Thank you for allowing me to assist today"