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

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