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

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