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

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