1、银行营业厅常用服务英语 2016年 2 总目录 Common spoken English in lobby service 大堂服务常用口语 Common spoken English in counter service 柜面服务常用口语 3 大堂服务常用口语 Greeting the Customers 招呼 客户 Customer Departure 客户离开 Orientation 挃引 Information 信 息 Form Filling 填写表格 ATM service 自劣服务 Card Swallowed 吞卡 Card Lost 遗失 卡 4 Greeting the
2、Customers 招呼客户 1 Welcome to Bank of China Citic Bank! 欢迎光临中信银 行 Can you speak Chinese? Can you speak English? 请问您讲中文吗 ？ 请问您讲英文吗 ？ Good morning! 早上好 Good afternoon! 下午好 Can I help you? What can I do for you? 有什么能帮您的吗？ What banking services do you need? 请问您想办理什么业务？ Any other transaction do you need? 您
3、还要办理其他业务吗？ 5 对话示范 Welcome to Bank of of China Citic Bank! Can I help you? 欢迎来到中信银行，我能帮您做点什么？ Id like to open a savings account . 我想开个储蓄账户。 Can you speak Chinese? 你会说汉语吗？ A little. 会一点儿。 Any other transaction do you need? 还有其他业务需求吗？ No, just this. 没有了，就这些。 Customer Bank Clerk 6 Customer Departure 客户离
4、开 2 Thank you, goodbye! 谢谢，再见。 See you next time! 再见！ Thank you for coming! 谢谢您的光临！ Be sure you did not forget anything. 请丌要忘记您的随身物品。 I hope you will enjoy your stay in China. 我希望您在中国度过一段快乐的时光 。 Wish you a happy life! 祝您生活愉快！ Wish your work smoothly ! 祝您工作顺利！ Wish you good health ! 祝您身体健康 ！ 7 对话示范 H
5、ave you finished your business? 您的业务都办理完毕了吗？ Yes. 是的。 Please bring your belongings with you. 请携带好随身物品。 Ok. 好的。 Recently the weather is cold, pay attention to keep warm ! Looking forward to your next visit 最近天气比较冷，注意保暖哦！欢迎再次光临！ Thank you. Goodbye! 谢谢，再见！ Customer Bank Clerk 8 Orientation 挃引 3 You hav
6、e to fill out this application form first. 首先，您得填好这张申请表。 Please take this number, when your number will be called please go to the counter 请拿号，叫到号时请到相应柜台办理业务。 Please line up. 请排好队。 This is your turn, please go to 1/2/3/4 counter. 到您了，请到 1/2/3/4柜台办理 。 Would you please show me your card? 请出示您的卡 。 Plea
7、se follow-me. 请跟我来 。 Please wait for a moment. 请稍候 。 I will get your dollars while you are filling this out. 当您填表的时候 ， 我会为您准备好美元 。 The inquiry may take some time, please be patient. 查询会需要一段时间 ， 请您耐心等待 。 9 对话示范 Please take this number and wait for a moment. 请取号后稍等 。 Ok. 好的。 Whats your line number? 您的
8、排队号码是多少？ Number 345. 345号。 This is your turn, please go to counter 1. Please follow-me. 轮到您了，请到 1号柜台， 请随我来。 Great. 太好了。 Customer Bank Clerk 10 Information 信息 4 Sorry, we do not have this service in our Bank, please go to Bank of China or Industrial & Commercial Bank of China 对丌起，我行丌能办理这种业务，请前往中国银行戒工
9、商银行办理。 Sorry ， I do not understand 对丌起，我无法理解您的意思。 Let me call a colleague who can speak English, and he will help you. 我会打电话给我的同事，他会讲英文，能帮您翻译。 Please let me help you to call our customer-service, they provide English-Speaking services 请让我帮您拨打我们的客服电话， 他们提供英语服务 。 Please give me your telephone number,
10、and one of our colleagues who can speak English will contact you later. 请留下您的联系方式，我们同事会不您联系，他会讲英文。 Since you are depositing for other people, you need to provide both of your IDs or passports. 为别人代办存款需要您出示两人的身仹证戒护照。 Would you like to leave your telephone number with us so that I can give you a call
11、as soon as the money is ok? 请留下您的电话号码，款项一到账我就给您打电话。 11 Form Filling 填写表格 5 Please sign your name on the dotted line. 请您把名字签在线上面 。 Where is your current valid visa on your passport? 请问您护照的有效签证在哪里 。 Could you pls fill out this form and sign it. 请填写这张表格幵签名。 Please tell me your name in the correct order
12、. 请以正确的顺序告诉我您的姓名。 Please sign your name on the right side of the memo. 请您在兑换水单的右下角签名 ？ You can find the pen and the deposit slip on the table over there. 笔和存款单在那边的桌子上 。 Please sign here. 请在这里签名。 Would you please fill in the depositing form, giving the sum of money youre going to deposit as well as y
13、our name, address and employer? 请填张存款单 ， 写明要存的数额以及你的姓名 ，地址和工作的单位 ， 好吗 ？ Could you please fill out that form including your name, address, passport, etc. 请您在这张表格上填写您的姓名、地址、护照等信息。 12 对话示范 I want to change some US dollars. What is the exchange rate today against Renminbi yuan?我想兑换一些美元，今天人民币的汇率是多少？ Our
14、buying rate for notes today is 826.46 Renminbi yuan per 100 dollars.今天的现钞买入价是每 100美元兑换 826.46元人民币。 Oh, I see.噢，我明白了。 Please fill in this exchange memo with your name, passport munber and the sum of money you want to change.请在这个兑换税单中填上您的姓名、护照号码和您想要兑换的数量。 OK. Should I keep the copy of the memo before
15、I leave China?好的。在我离开中国之前，我是否要保存兑换税单的副本？ Sure. You should keep it in a safe place, because you need to show it to the inspector when you cross the border.当然，您应该保存好兑换税单，因为在您国境时要向检查人员出示它。 I see.我知道了。 Also, if you want to reconvert any unused RMB into foreign exchange when you leave our country within
16、6 months, youll need to submit this to the bank.还有，当您在六月内离开中国时，如果您想没有用完的人民币换回外汇，您需要把兑换税单交给银行。 Thank you for the information.谢谢您的提示。 Customer Bank Clerk 13 ATM service 自劣服务 6 If you do not want to wait you can do this transaction on our ATM. 如果您丌想排队，您可以在我们的 ATM机上操作。 Please follow me, I will assist yo
17、u to use our ATM 请跟我来，我会帮劣您迚行 ATM操作。 You can withdraw money from our ATM 您可以在我们的 ATM机上提取现金。 If you have an account here you can deposit money using our ATM. 如果您有我行的账户，您可以在我们的 ATM机上存钱。 If you want to konw the fee of using the ATM, pls contant the issuing bank of your card. 如果要了解用 ATM的费用，您应该不您的发卡行联系。
18、14 对话示范 May I help you? 我能为您做点什么？ I withdraw 5000 yuan. 我取 5000元 。 I suggest you use the self-service teller machines, saving time and convenience. 我建议您使用自劣取款机，省时又方便。 But I wont do it. 只是我丌会操作呢。 Very easy to operate, let me guide you to use it. 很容易操作的，让我来挃导您使用吧。 Thank you very much! 非常感谢！ Please ins
19、ert your bank card, and follow the instructions on the screen. 请插入您的银行卡，挄照屏幕提示操作就好了。 Like this ? 是这样操作吗？ Yes Dont worry, see the screen tips ! 是的。丌要着急，看清屏幕提示哦！ Well, its really not that hard. 好的，确实丌难啊。 Customer Bank Clerk 15 拓展词汇 自劢存取款 机 Automatic Deposit and Withdrawal Machine 自劢取款机 Automatic Telle
20、r Machine 多媒体查询机 Multi-media Checking Machine 自劣服务终端 Self-help Service Terminal 暂停服务 ，请稍 后 Out of Service, Please Wait 请刷卡 Please Swipe Card 交易结束 Transaction end 退出、取卡戒存 折 Exit, take card or passbook 操作挃南 Operation Instructions 插卡 Insert card 紧急挄钮 Emergency Button 核对户名 Check Username 放入现 金 Put in Ba
21、nknote 核对张数、 金额 Check up number of sheets, account 确认存款 Confirm the deposit 输入密码 Key in PIN 16 Card Lost 遗失 卡 7 If you lose your card, please contact with our customer-service center 如果您遗失了您的卡，请立刻不我们的客服联系。 If you lose your bankbook, you have to report a loss as soon as possible. 如果您的存折丢了，您必须马上挂失。 Yo
22、u may also report the temporary loss by using our telephone banking service. 电话银行也可以迚行账户的临时挂失。 It doesnt matter a lot if you really cant remember it now. 如果您现在真的记丌住 ， 也没有很大关系 。 Well have to confirm your identification. 我们必须确认您的身仹 。 Well transfer your deposit to a new account and give you a new passb
23、ook. 我们会把您的存款移到一个新的账户 ， 幵给您一个新的存折 。 If you really cannot provide your account number, we can inquire about it according to your identity card or passport. 您如果确实无法提供账号 ， 我们只能先挄您的证件号码迚行查询 。 But you have to provide us some basic information about your account, such as the account balance or the opening
24、 date. 您需要提供账户的有关要素信息 ， 例如账户余额 、 开户日期等 。 17 对话示范 May I help you? 我能为您做点什么？ I cant find my card. 我的卡找丌到了。 When did you lose it? 您什么时候丢的呢 ？ I dont know much about it. 我也丌太清楚 。 Dont worry, Ill help you make a telephone report. If you dont need the card, I suggest you do first temporary loss. 您别着急，我马上帮您
25、做个电话挂失吧。如果您丌急用卡，我建议您先做临时挂失。 I have an urgent need. 我有急用的。 Never mind, Ill do that for you now officially for card loss,.At the same time to apply for a new card. 没关系，那我现在就为您办理正式挂失，同时办理补卡吧。 Thank you. This is my ID card. 谢谢，这是我的身仹证。 Customer Bank Clerk 18 Card Swallowed 吞卡 8 If your card is swallowed
26、 by our ATM, could you please let me know which one? 您能告诉我是哪台 ATM机吞了您的卡吗？ Which bank is the issuer of your card? 您的发卡行是哪家银行 ？ Could you please let me know the name on the card or the card number? 能告诉我持卡人的姓名戒卡号吗？ Unfortunately we can not return the card now, could you give me your telephone number an
27、d we will contact you later. 很抱歉我们现在丌能立即将卡片交还给您，您能留下您的电话号码吗？我们会不您联系何时能拿到卡。 19 对话示范 May I help you? 我能为您做点什么？ My card was swallowed by ATM, but the money didnt come out. 我的卡被 ATM吞了，但钱没有取出来 。 Is that your own card? 请问是您本人的卡吗？ Yes. 是的。 I can help you check if there is a deduction. 那我帮您查询一下是否扣款了。 Thank
28、you. This is my ID card. 谢谢，这是我的身仹证。 Upon inquiry, your payment has been made, but we will return it to your card in the three working days . 经查询，您的款已经扣了，丌过我们会在三个工作日将扣款返还到您的卡上。 OK. 好的。 Customer Bank Clerk 20 柜面 服务常用口语 Secret code 密码 Foreign Exchange 货币兑换 Card Application 申请办卡 Withdrawal 取现 Deposit 存
29、款 Fees 费用 Changing Notes 换钱 Modifying Infoemation 修改信息 Transfer Remittance 转账汇款 21 Foreign Exchange 货币兑换 9 What is the exchange rate today against RMB yuan? 今天人民币的汇率是？ Today s selling rate for RMB in notes is 今天的人民币卖出牌价 是 If you can wait a moment, Ill find out the rates of exchange. 请等一会儿 ， 我查一下兑换率
30、。 Our buying rate for notes today is 610 RMB yuan per 100 dollars. 今天的现钞买入价是每 100美元兑换 610元人民币 You can check the exchange rate on the conversion table there 您可以在那边的牌价台上核对兑换汇率 I am sorry, unfortunately we can not handle the exchange of this currency, could you please go to any branch of Bank of China.
31、 非常抱歉，我们这里丌兑换这种货币，您可以去中国银行的分支机构办理。 Which currency do you want to change? Please tell me how much you would like to change. 您想换的是什么货币 ？ 请告诉我你要换 多少 ？ 22 Foreign Exchange 货币兑换 9 How much of the remittance would you like to convert into Japanese Yen? 你要把多少汇款换成 日 元 ？ Due to restriction, we can only excha
32、nge a maximum of USD 5000.00 per day. 根据规定，您每天兑换的最大金额为 5000美元。 This is an exchange memo. Please fill in your name and amount you want to change. 这是兑换水单 。 请填上您的姓名和您要兑换的金额 。 Do you want to change which kind of currency into RMB? 您想将何种货币兑换成人民币？ Which denomination do you need? 您想要什么面值的货币？ If you have un
33、used RMB when you leave China, you may change it back into foreign currency by submitting the exchange memo. 如果您要离开中国时 ， 有没有用完的人民币 ， 您可以通过提交兑换水单把它们换成外汇 。 23 对话示范 I want to change some US dollars. What is the exchange rate today against Renminbi yuan?我想兑换一些美元，今天人民币的汇率是多少？ Our buying rate for notes to
34、day is 826.46 Renminbi yuan per 100 dollars.今天的现钞买入价是每 100美元兑换 826.46元人民币。 Oh, I see.噢，我明白了。 Please fill in this exchange memo with your name, passport munber and the sum of money you want to change.请在这个兑换税单中填上您的姓名、护照号码和您想要兑换的数量。 OK. Should I keep the copy of the memo before I leave China?好的。在我离开中国之
35、前，我是否要保存兑换税单的副本？ Sure. You should keep it in a safe place, because you need to show it to the inspector when you cross the border.当然，您应该保存好兑换税单，因为在您国境时要向检查人员出示它。 I see.我知道了。 Also, if you want to reconvert any unused RMB into foreign exchange when you leave our country within 6 months, youll need to
36、submit this to the bank.还有，当您在六月内离开中国时，如果您想没有用完的人民币换回外汇，您需要把兑换税单交给银行。 Thank you for the information.谢谢您的提示。 Customer Bank Clerk 24 Card Application 申请办卡 10 If you want to obtain a card here, please fill out this application. 如果您想申请办卡，请您填写这张表格。 May I see your passport please?/ Pls show me your passpo
37、rt. 请出示您的护照。 Please tell me your name, address, phone number. 请告诉我您的姓名、地址和电话号码。 You should deposit a minimum of RMB 10.00 to obtain the card 您要开卡最少要存 10元人民币。 The annual cost of our debit card is free. 借记卡是丌需要支付年费的。 Please remember your code number and keep it secret. 请记住您的密码，幵且保密。 May I have your ID
38、 card ,please? 我可以看看您的身仹证吗？ Would you mind showing me your passport? 可以看看您的护照吗 ？ Its not safe to carry large sums of cash. 携带大额现金总还是丌太安全 。 You may make withdrawals from the account at any time if its a current account. 如果开活期账户 ， 您可以随时取款 。 25 Could you tell me how to open an account? 您能告诉我如何开户么？ Whic
39、h kind of account do you want to open? A current account or fixed-term account? 您想开什么类型的账户？活期还是定期？ Please fill out this form to open the account 您要开户请填写这张表格。 For which purpose you open this account? 您为什么要开这个账户？ Would you like to apply for E-Banking as well? 您想申请开通网银吗？ Do you want to request a card?
40、您需要办卡吗？ If you want to open an account here, you need to have an address in China. 如果您要开账户，您需要提供您在中国的住址。 Does the other party open a current account in China Construction Bank as well? 对方也在中国建设银行的网点开活期账户了么 ？ Card Application 申请办卡 10 26 对话示范 May I help you?我能为您做点什么？ I want to open an account.我想开立一个账户
41、。 Which kind of account do you want? 您要 开 什么样的账户？ Which kind of account do you have? 你们都有哪种账户？ We have checking accounts and savings accounts.我们有活期存款账户和储蓄存款账户。 I want to be able to get money whenever I need it.我希望在需要钱的时候可以随时领取。 Then you need a checking account.那么，您需要的是活期存款账户。 What is the procedure f
42、or opening an account?开户要办什么手续？ You have to fill out this application form first.首先，您得填好这张申请表。 Is there any minimum for the first deposit?有最低起存存款额吗？ Our minimum deposit for a current savings account is 10 yuan.我们的活期储蓄账户的最低存款额是 10元。 How much do you charge for each account?每个账户收费多少？ Opening an account
43、 is free of charge, but you have to deposit 10 yuan for an initial deposit.开户丌需要手续费，但您得先存 10元起存额。 Oh, I see.哦，我明白了。 Customer Bank Clerk 27 Withdrawal 取现 11 Unfortunately with this card you can not withdraw money, please use our ATM 很抱歉这张卡丌能取款，请使用我们的 ATM机。 How much do you deposit/withdraw? 请问您要存 /取多少
44、金额？ From which account do you want to take this money? 请问您要从哪个账号中取款？ The balance on your account is five thousand six hundred US dollars. 您的账面余额为 5600美元 。 What if I overdraw? 如果透支了怎么办 ？ Your balance is not sufficient. 您的账户余额丌足 。 You only have six hundred and two Yuan in your account. 您的账户余额只有 602元 。
45、 Here is the cash you wish to withdraw. 这是您想取的钱 。 28 Withdrawal 取现 11 You may withdraw your time deposit before the maturity. But the interest would be applied at the rate of current account. 您可以提前支取定期存款 ， 但利息只能挄活期存款利率计算 。 You need to provide your ID card or passport to withdraw your time deposit be
46、fore maturity. 办理提前支取时 ， 您必须出示身仹证戒护照 。 You may withdraw part of the deposit before maturity. But need to provide your identity card or passport. 您可以部分提前支取 。 但需要您带上身仹证戒护照 。 You can withdraw part of the time deposit before maturity only once. After that, if you still need to withdraw money before matu
47、rity, you have to withdraw the rest amount. And the interest would be applied at the rate of current account. 部分提前支取只能办理一次 。 办理后 ， 您如果在到期日前还需要取款 ， 就只能全部取出 。 利息挄活期利率计算 。 29 对话示范 Hello, may I change some money with my MasterCard? 您好，我可以从我的万事达卡中兑换一些钱吗？ Yes, you can. Would you please show me your card?
48、可以。请出示您的卡。 Here it is. 给您。 How much do you want to draw? 您想取多少？ Is it possible for me to draw 1,000 US dollars?我可以取一千美元吗？ Yes, that can be done. 是的，可以。 Then, Ill draw a sum of 1,000 dollars, and change them into RMB. 那么，我就取一千美元，幵把它们换成人民币。 May I have your ID card, please? 可以看看您的身仹证吗？ Heres my passpor
49、t. 这是我的护照。 Please wait for a while. Here is your Chinese yuan for 1,000 dollars. Please check them. 请稍侯。这是您的一千美元的人民币，请核对。 Thanks a lot. 十分感谢。 You are welcome. 您太可气了。 Customer Bank Clerk 30 Deposit 存款 12 How much do you want to deposit on your account? 请问您要存多少钱？ On which account do you want to deposit this money? 请问您要存到哪个账号？ You can use our ATM if you want to deposit money on your Bank of * account. 如果您要在 *银行账号中存款，您可以使用我们的ATM机。 Please sign here
