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

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