"It makesperfectsense thatyou'd feelthat way."AcknowledgingEffort"Sorry tohear you'recancelling..."reassurecustomerbeginningof callshareyour ownempathystatementIssue withany form(not MI)duringvehiclechange"Thank youforexplainingyourconcerns..."helpingwithMI formsLetcustomervent withoutinterruptionshare acomplimentor KudosCallshareyour ownempathystatement"I realizehowcomplicatedit is to....""Thank youfor allowingme to assisttoday"smile:)shareyour ownempathystatement"Congratulationson your..."Tell cust wewill be ableto assist withtheir needsshareyour ownempathystatementvalidatecustomersfeelingpaymentissuebeforepolicyreviewshareyour ownempathystatement"It makesperfectsense thatyou'd feelthat way."AcknowledgingEffort"Sorry tohear you'recancelling..."reassurecustomerbeginningof callshareyour ownempathystatementIssue withany form(not MI)duringvehiclechange"Thank youforexplainingyourconcerns..."helpingwithMI formsLetcustomervent withoutinterruptionshare acomplimentor KudosCallshareyour ownempathystatement"I realizehowcomplicatedit is to....""Thank youfor allowingme to assisttoday"smile:)shareyour ownempathystatement"Congratulationson your..."Tell cust wewill be ableto assist withtheir needsshareyour ownempathystatementvalidatecustomersfeelingpaymentissuebeforepolicyreviewshareyour ownempathystatement

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