银行柜面英语参考资料.doc

First Part---Opening and Ending Dialogue Opening: CSR: Good morning/afternoon/evening, China CITIC Bank Customer Service Center, this is X Speaking, how may I help you?—inbound. CSR: Good morning/afternoon/evening! This is X calling from China CITIC bank Customer service Center. May I speak to Mr/Mrs/Ms X, please. Ending:  CSR : Is there anything else that I can help you with? Cust: Nope. CSR : Thank you for your calling in, have a wonderful day, sir/madam. CSR : Thank you for your time and have a nice day then.First Part---Magic words 1. May I have your name and your debit card number?2. May I have your convenient contact number?3. Please hold on for a second.4. May I put you on hold for a second?5. Thank you for your valuable suggestions.6. Your requests has be jogged down, and will be passed to the responsible party to follow up. We will come back to you with the answer.7. 7.Sorry for any inconvenience caused from it.8. 8. Sorry for keeping you waiting.9. 9. You’re welcome.10. 10.Thanks for you calling.First Part---Dos and Don’ts in the conversationDo:PleaseThank you./Thank you very much./You’re welcome.Excuse me, sir/madam.Nice talking to you.Could you please…Don’t:Listen, Look,Hey, I don’t understand what you mean, what…,what’s next. Tell me your ID!....Part two-terms and jargons of bankAccount Number 帐目编号 depositor 存户 pay-in slip 存款单 Credit card 信用卡Deposit receipt 存款收据Principal 本金Overdraft,, overdraw 透支ATM – auto teller machine 自动存取款机CDM –cash deposit machine 自动存款机Passbook 存折Debit card 借记卡Honor a cheque 兑付支票POS –point of sales POS 机Merchant 商户Acquired bank 收单行DD-direct debit 自动还款Branch of XX, China Citic Bank 中信银行某分行Sub branch of XX, China Citic Bank 中信银行某支行Scenic attractions/scenic spots 旅游景点CBD-central business district 中心商务区Traveler’s cheque 旅行支票Cheque for transfer 转帐支票President 行长Commercial Bank 商业银行Local bank 本地银行Endorsement 背书To cash 兑现Payment suspension 止付Check book 支票本 blank cheque 空白支票 rubber cheque 空头支票 cash cheque 现金支票 Trust company 信托公司Balance 结余Outstanding 结欠Debenture 债券Letter of credit 信用证West Union 西联汇款Money gram 速汇金Current Account 现金帐户Saving Account 存款帐户an application form 申请单bank statement 对帐单E-bill 电子帐单banking hours, business hours 营业时间 treasury bill 国库券 stock, share 股票Listed company 上市公司post office savings bank 邮政储蓄discount 贴现 discount rate, bank rate 贴现率credit cooperatives 信用社 Foreign Currency Reserve 外汇储备Construction Bank of China 建行Bank of China 中行People’s bank of China 人行Industrial and commercial bank of China 工商银行Bank of Communications 交行Unit trust 信托投资公司International department 国际部Auditing dept 稽核部Overseas branches dept 海外部Accounting dept 计财部International clearing dept 国际清算部Credit card center 信用卡中心Bus station, the subway, the city light-rail, the Subway station, the 2 ring, Sanyuan overpass北京交通：公交车站、地铁、轻轨、地铁站，换成站The Great wall, Summer Palace, Temple of Heaven, Yonghegong Lama Temple, The fragrance hill, the forbidden city, the imperial palace, the Temple of Earth, the Yuanmingyuan Imperial Garden, The Imperial Garden北京景点、长城、颐和园、天坛、雍和宫、香山、故宫、地坛、圆明园、Peking Opera/acrobatic show/the comic dialogue京剧/杂技/相声Commercial building/apartment 商业大厦/大楼/公寓The sugar coated haw 糖葫芦Dumplings/Babao gruel/Peking Duck（Beijing Duck ）/Mongolian hot pot饺子/八宝粥/北京烤鸭/火锅Senario 1: How to open an account.CSR: Good morning/afternoon/evening, this is X speaking, how may I help you?Cust: I am working in the US Embassy. Can you please help me if I want to open a current account or a saving account in China CITIC Bank?CSR: Thank you for your enquiry and it is quite easy to get access to our service. May I have your name and your location now?Cust: My name is Tom Cruise and I am in one of building near CBD now.CSR: Mr. Cruise, it is quite easy to open a current or saving account in our bank, all you have to do is to bring your passport with you. Fill in a form required and then you got it.Cust: Ok, thank you.CSR: You’re welcome, here to remind you we have two sub-branches in CBD area. Cust: I can see that from my office. Anyway, I will find that.CSR: Is there anything that I can help you with?Cust: Nope, thanks again.CSR: My pleasure, thank you again for your calling and have a nice day!Senario 2: How to open an account.CSR: Good morning/afternoon/evening, this is X speaking, how may I help you?Cust: I want to open an current account at your bank, what should I do then?CSR: May I have your name?Cust: Bill Clinton.CSR: Mr. Clinton, all you have to do is to go to the nearest sub-branch of China Citic bank with your valid ID such as your passport. The minimum original deposit amount is RMB 1. You can choose to apply for our Licaibao debit card. With this card, you can pay or make transaction through the China Union Pay Point of sales.Cust: Ok.CSR: You are welcome. Is there anything else that I can help you with?Cust: nope.CSR: Thank you for your calling, have a nice day.Senario 3 An Introduction to personal deposit serviceCSR: Good morning/afternoon/evening, this is X speaking, how may I h。