Letcustomervent withoutinterruptionTell cust wewill be ableto assist withtheir needsbeginningof callshareyour ownempathystatementduringvehiclechange"Sorry tohear you'recancelling..."shareyour ownempathystatement"Congratulationson your..."shareyour ownempathystatementshare acomplimentor KudosCall"I realizehowcomplicatedit is to...."Issue withany form(not MI)shareyour ownempathystatementAcknowledgingEffort"Thank youfor allowingme to assisttoday""It makesperfectsense thatyou'd feelthat way."reassurecustomershareyour ownempathystatementpaymentissuesmile:)helpingwithMI formsvalidatecustomersfeeling"Thank youforexplainingyourconcerns..."beforepolicyreviewLetcustomervent withoutinterruptionTell cust wewill be ableto assist withtheir needsbeginningof callshareyour ownempathystatementduringvehiclechange"Sorry tohear you'recancelling..."shareyour ownempathystatement"Congratulationson your..."shareyour ownempathystatementshare acomplimentor KudosCall"I realizehowcomplicatedit is to...."Issue withany form(not MI)shareyour ownempathystatementAcknowledgingEffort"Thank youfor allowingme to assisttoday""It makesperfectsense thatyou'd feelthat way."reassurecustomershareyour ownempathystatementpaymentissuesmile:)helpingwithMI formsvalidatecustomersfeeling"Thank youforexplainingyourconcerns..."beforepolicyreview

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