🔍
English for Call Centers 🙋🏻♀️ | Role Play Practice | Banking and Finance - YouTube
Channel: Single Step English
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role play for call centers
banking and finance scene
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number one thank you for calling
global bank how may i help you
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hi i lost my atm card i'm sorry to hear that
i can help you do you know your account number
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yes i have it on my computer the number
is zero four five three zero one six eight
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one okay let me pull up your account information
thank you may i have your full name please
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yes it's tina s johnson thank you miss johnson
could you please confirm your mailing address
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104 lincoln street avon ohio 44011 thank you
for verifying that information ms johnson
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i will cancel your current card and request a new
atm card how long will it take to get the new card
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it takes three to five business days there's no
way to get it sooner i'm so sorry miss johnson
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that is our bank's policy that's fine i understand
is there anything else i can help you with
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no thanks i'll just wait for my new card thank you
for calling global bank goodbye goodbye roleplay
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scene number two thank you for calling mega bank
my name is kevin how may i assist you today hello
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kevin i have a question about my credit card
statement yes ma'am i can help you with that
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thank you may i have your account number
please sure my account number is zero five
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two nine three six seven one thank you just
give me a moment to access your account
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okay thank you for security reasons may i have the
last four digits of your social security number
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yeah sure it's four three two one thank you
and may i have your first and last name please
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my first name is nancy and my last name is harper
thank you ms harper was this for your most recent
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statement yes that's right it seems that i have
been charged twice on the 15th i see two charges
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for 189.54 are you referring to these charges
that's right there should only be one charge
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okay miss harper i will start an
investigation of the second charge um
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how long will that take usually within
24 hours ma'am and then what happens
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we will confirm with the merchant that there was
only one charge after the merchant confirms will
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the second charge be removed yes ma'am it should
be please check your account in three business
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days okay i'll do that is there anything else
i can help you with no i think that will be all
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thank you for calling mega bank miss
harper thank you for your help goodbye
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have a nice day roleplay scene number three hello
i have a question about my debit account yes sir
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my name is sarah i can help you with that
there's a transaction on my account that
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i don't understand sir may i have your account
number please sure it's zero four five eight five
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eight three four two all right let
me pull up that information for you
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thank you for verification purposes
may i have your full name please
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yes it's charles t jones mr jones which charge
in your account would you like to check on
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i had to put you on speakerphone can you
hear me yes mr jones i can hear you fine
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okay it's the charge on the 12th in the amount
of 228 38 yes i do see that charge on the 12th
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you don't recall making a purchase from that
merchant no i don't believe i made that purchase
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if you would like i can contact
the merchant and ask them about it
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sure that would be great i'd appreciate it
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my pleasure mr jones may i put you on hold
for a few minutes yeah sure that'll be fine
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mr jones i was able to reach the merchant
and they said that an order was placed
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and a delivery was made to your address hmm
that sounds odd sir is there any chance a
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family member may have used your card i don't
think so but i will have to check on that
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if that is not the case please call
back and we will resolve the issue
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i will do that thank you for your help my pleasure
sir have a very nice day thank you you too
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do you
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