This call maybe monitoredand recordedUse clientsnamethroughoutthe callThank youfortrustingus.It has been mypleasure speakingwith you today. Youmay receive a shortsurvey, my managerand I wouldappreciate yourfeedback.It has beenan absolutepleasureassisting youtoday.I encourageyou to monitoryour accountthrough OnlineBanking orMobile App.Thanks forthisopportunityto provideyou withI’m so glad Iwas able tohelp you_____.I know thateases yourmind.Let’s take alook at youraccounttogether.I am so gladwe resolvedthistogether.Thank you forcalling Bank ofAmerica. I amhappy I wasable to resolveyour concern.I appreciateyour loyalty toBank ofAmericafor….. yearsThank you forbeing a valuedclient. Iappreciateyour business.I understand this canbe frustrating, youhave reached theright person. Let’sreview this togetherand find the bestresolution.I want to take amoment andwelcome youto the Bank ofAmerica family.You may receive asurvey based onour conversation, Iwould reallyappreciate yourfeedback.Smilethroughoutthe callI am happyto reviewyourconcernstodayPlease allowme theopportunity tohelp youresolve yourconcern.This must bean incrediblydifficult timefor you. Letme help youYou havedefinitely reachedthe right person tohelp you withunderstanding thisfee.I understandyou havequestions, let'sreview theaccounttogether.I am happyyou allowedme thisopportunitytoday toSounds likeyou aregoingthrough a lotThanks forbeing anadvocate forthe customerI wouldbe happytoI’m glad wefound optionsto help you.We appreciateyour business.You may receive asurvey based onthe service Iprovided, and wewould appreciateyour feedbackI absolutelyunderstand thefrustration andinconvenienceofThat is a greatquestion. May Iplace you on asilent hold toresearch thisfurther?Thank you for being avalued Bank ofAmerica client. It hasbeen my pleasureassisting you today.I’m happy we found asolution.Let'sreview protogetherThank you for choosingBank of America foryour financial needs.You may receive asurvey on today’s call. Iappreciate anyfeedback you have forme.I understandthis can befrustrating, whatI can do is___________.I know gettingthis matterresolved quicklyis veryimportant toyou.I would be upsetas well, let melook at this withyou and makesure the accountis handledappropriatelyIt has been mypleasurediscussing theoptionsavailable foryouI appreciateyour patience inholding while Iwas obtainingthatinformation.Absolutely,I can assistwith yourrequest.This call maybe monitoredand recordedUse clientsnamethroughoutthe callThank youfortrustingus.It has been mypleasure speakingwith you today. Youmay receive a shortsurvey, my managerand I wouldappreciate yourfeedback.It has beenan absolutepleasureassisting youtoday.I encourageyou to monitoryour accountthrough OnlineBanking orMobile App.Thanks forthisopportunityto provideyou withI’m so glad Iwas able tohelp you_____.I know thateases yourmind.Let’s take alook at youraccounttogether.I am so gladwe resolvedthistogether.Thank you forcalling Bank ofAmerica. I amhappy I wasable to resolveyour concern.I appreciateyour loyalty toBank ofAmericafor….. yearsThank you forbeing a valuedclient. Iappreciateyour business.I understand this canbe frustrating, youhave reached theright person. Let’sreview this togetherand find the bestresolution.I want to take amoment andwelcome youto the Bank ofAmerica family.You may receive asurvey based onour conversation, Iwould reallyappreciate yourfeedback.Smilethroughoutthe callI am happyto reviewyourconcernstodayPlease allowme theopportunity tohelp youresolve yourconcern.This must bean incrediblydifficult timefor you. Letme help youYou havedefinitely reachedthe right person tohelp you withunderstanding thisfee.I understandyou havequestions, let'sreview theaccounttogether.I am happyyou allowedme thisopportunitytoday toSounds likeyou aregoingthrough a lotThanks forbeing anadvocate forthe customerI wouldbe happytoI’m glad wefound optionsto help you.We appreciateyour business.You may receive asurvey based onthe service Iprovided, and wewould appreciateyour feedbackI absolutelyunderstand thefrustration andinconvenienceofThat is a greatquestion. May Iplace you on asilent hold toresearch thisfurther?Thank you for being avalued Bank ofAmerica client. It hasbeen my pleasureassisting you today.I’m happy we found asolution.Let'sreview protogetherThank you for choosingBank of America foryour financial needs.You may receive asurvey on today’s call. Iappreciate anyfeedback you have forme.I understandthis can befrustrating, whatI can do is___________.I know gettingthis matterresolved quicklyis veryimportant toyou.I would be upsetas well, let melook at this withyou and makesure the accountis handledappropriatelyIt has been mypleasurediscussing theoptionsavailable foryouI appreciateyour patience inholding while Iwas obtainingthatinformation.Absolutely,I can assistwith yourrequest.

5 Star Service - Call List

(Print) Use this randomly generated list as your call list when playing the game. 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. B-This call may be monitored and recorded
  2. O-Use clients name throughout the call
  3. I-Thank you for trusting us.
  4. O-It has been my pleasure speaking with you today. You may receive a short survey, my manager and I would appreciate your feedback.
  5. I-It has been an absolute pleasure assisting you today.
  6. N-I encourage you to monitor your account through Online Banking or Mobile App.
  7. B-Thanks for this opportunity to provide you with
  8. G-I’m so glad I was able to help you_____. I know that eases your mind.
  9. I-Let’s take a look at your account together.
  10. O-I am so glad we resolved this together.
  11. O-Thank you for calling Bank of America. I am happy I was able to resolve your concern.
  12. B-I appreciate your loyalty to Bank of America for….. years
  13. B-Thank you for being a valued client. I appreciate your business.
  14. G-I understand this can be frustrating, you have reached the right person. Let’s review this together and find the best resolution.
  15. I-I want to take a moment and welcome you to the Bank of America family.
  16. G-You may receive a survey based on our conversation, I would really appreciate your feedback.
  17. B-Smile throughout the call
  18. B-I am happy to review your concerns today
  19. G-Please allow me the opportunity to help you resolve your concern.
  20. O-This must be an incredibly difficult time for you. Let me help you
  21. O-You have definitely reached the right person to help you with understanding this fee.
  22. I-I understand you have questions, let's review the account together.
  23. B-I am happy you allowed me this opportunity today to
  24. I-Sounds like you are going through a lot
  25. N-Thanks for being an advocate for the customer
  26. B-I would be happy to
  27. N-I’m glad we found options to help you. We appreciate your business.
  28. I-You may receive a survey based on the service I provided, and we would appreciate your feedback
  29. I-I absolutely understand the frustration and inconvenience of
  30. N-That is a great question. May I place you on a silent hold to research this further?
  31. N-Thank you for being a valued Bank of America client. It has been my pleasure assisting you today. I’m happy we found a solution.
  32. G-Let's review pro together
  33. G-Thank you for choosing Bank of America for your financial needs. You may receive a survey on today’s call. I appreciate any feedback you have for me.
  34. N-I understand this can be frustrating, what I can do is ___________.
  35. G-I know getting this matter resolved quickly is very important to you.
  36. G-I would be upset as well, let me look at this with you and make sure the account is handled appropriately
  37. O-It has been my pleasure discussing the options available for you
  38. N-I appreciate your patience in holding while I was obtaining that information.
  39. O-Absolutely, I can assist with your request.