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

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