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

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