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

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