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

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