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

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