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

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.


1
O
2
O
3
N
4
B
5
I
6
O
7
I
8
O
9
N
10
G
11
O
12
G
13
I
14
O
15
B
16
O
17
B
18
I
19
O
20
B
21
B
22
B
23
N
24
G
25
N
26
G
27
B
28
G
29
I
30
I
31
N
32
I
33
B
34
G
35
G
36
N
37
N
38
G
39
I
  1. O-Use clients name throughout the call
  2. O-It has been my pleasure discussing the options available for you
  3. N-I appreciate your patience in holding while I was obtaining that information.
  4. B-Thank you for being a valued client. I appreciate your business.
  5. I-I understand you have questions, let's review the account together.
  6. O-You have definitely reached the right person to help you with understanding this fee.
  7. I-Sounds like you are going through a lot
  8. O-This must be an incredibly difficult time for you. Let me help you
  9. 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.
  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. O-Thank you for calling Bank of America. I am happy I was able to resolve your concern.
  12. G-I would be upset as well, let me look at this with you and make sure the account is handled appropriately
  13. I-I absolutely understand the frustration and inconvenience of
  14. O-I am so glad we resolved this together.
  15. B-I am happy to review your concerns today
  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. B-I appreciate your loyalty to Bank of America for….. years
  18. I-It has been an absolute pleasure assisting you today.
  19. O-Absolutely, I can assist with your request.
  20. B-I am happy you allowed me this opportunity today to
  21. B-Thanks for this opportunity to provide you with
  22. B-This call may be monitored and recorded
  23. N-I’m glad we found options to help you. We appreciate your business.
  24. G-Let's review pro together
  25. N-I encourage you to monitor your account through Online Banking or Mobile App.
  26. G-I’m so glad I was able to help you_____. I know that eases your mind.
  27. B-Smile throughout the call
  28. G-Please allow me the opportunity to help you resolve your concern.
  29. I-You may receive a survey based on the service I provided, and we would appreciate your feedback
  30. I-Let’s take a look at your account together.
  31. N-I understand this can be frustrating, what I can do is ___________.
  32. I-I want to take a moment and welcome you to the Bank of America family.
  33. B-I would be happy to
  34. G-I know getting this matter resolved quickly is very important to you.
  35. G-You may receive a survey based on our conversation, I would really appreciate your feedback.
  36. N-Thanks for being an advocate for the customer
  37. N-That is a great question. May I place you on a silent hold to research this further?
  38. G-I understand this can be frustrating, you have reached the right person. Let’s review this together and find the best resolution.
  39. I-Thank you for trusting us.