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Section 1
32 Ünite • 640 Sayfa
Welcome & Service Basics
20 Sayfa
Welcome & Service Basics
20 SayfaFirst Impressions: Greetings
Directing Customers
Queue Management
Survival Phrases 101
Key Terms: Branch Layout
Key Terms: Basic Services
Dialogue 1: Simple Deposit
Dialogue Analysis
Polite Interruptions
Dialogue 2: Finding the Manager
Nuance: Formal vs. Informal
Handling a Long Wait
Template: Appointment Confirmation
Template: Missing Document Notice
Rewrite Exercise
Role-play: Greeting a VIP
Role-play: Directing a Tourist
Vocabulary Quiz: Chapter 1
Speaking Drill: 60-Second Intro
Chapter 1 Reference Card
Personal Details & Forms
20 Sayfa
Personal Details & Forms
20 SayfaIdentifying the Customer
Spelling and Numbers
Address Details
Survival Phrases: Verification
Key Terms: Personal Info
GDPR and KVKK Basics
Dialogue 1: Opening an Account
Dialogue Analysis
Dialogue 2: Updating a Phone Number
Nuance: Asking Sensitive Questions
Clarification Techniques
Form Filling Walkthrough
Template: Data Update Request
Template: Consent Form Summary
Rewrite Exercise: Data Collection
Role-play: The Missing Signature
Role-play: International Address
Vocabulary Quiz: Chapter 2
Speaking Drill: Verification Flow
Chapter 2 Reference Card
Explaining Products Simply
20 Sayfa
Explaining Products Simply
20 SayfaDefining Savings Accounts
Credit Cards vs. Debit Cards
Time Deposit Benefits
Survival Phrases: Product Perks
Key Terms: Cards
Key Terms: Digital Banking
Dialogue 1: Suggesting a Card
Dialogue Analysis
Dialogue 2: Explaining a Gold Account
Nuance: Soft Selling
Comparing Two Products
Explaining Digital Onboarding
Template: Product Info Flyer
Template: Welcome Email
Rewrite Exercise: Product Pitch
Role-play: The Hesitant Customer
Role-play: Explaining Fees
Vocabulary Quiz: Chapter 3
Speaking Drill: Pitching the App
Chapter 3 Reference Card
Common Banking Terms You Actually Use
20 Sayfa
Common Banking Terms You Actually Use
20 SayfaThe Core 20
Balance and Statements
Transaction Types
Fees and Commissions
Limits and Dates
Instalments and Debts
Dialogue 1: Checking a Balance
Dialogue 2: Explaining a Fee
Survival Phrases: Transaction Status
Nuance: Positive vs. Negative Terms
Key Terms: Loans & Interest
Key Terms: Insurance
Template: Balance Confirmation
Template: Fee Waiver Explanation
Rewrite Exercise: Technical Jargon
Role-play: The Confused Customer
Role-play: Over-limit Notification
Vocabulary Quiz: Chapter 4
Speaking Drill: Explaining a Statement
Chapter 4 Reference Card
Asking Questions Like a Pro
20 Sayfa
Asking Questions Like a Pro
20 SayfaOpen vs. Closed Questions
Needs Analysis Basics
Business vs. Personal Use
Survival Phrases: Probing
Key Terms: Purpose of Account
Key Terms: Expected Volume
Dialogue 1: General Inquiry
Dialogue 2: Detailed Needs Assessment
Dialogue Analysis: Probing
Nuance: Softening Questions
Confirming Information
Checking for Understanding
Template: Needs Assessment Form
Template: Follow-up Questions
Rewrite Exercise: Interrogation to Conversation
Role-play: The Vague Customer
Role-play: High Net Worth Intro
Vocabulary Quiz: Chapter 5
Speaking Drill: The Discovery Phase
Chapter 5 Reference Card
Handling Problems Calmly
20 Sayfa
Handling Problems Calmly
20 SayfaThe Power of Empathy
Apologizing Professionally
Identifying the Error
Survival Phrases: Problem Solving
Key Terms: Technical Issues
Key Terms: Delays
Dialogue 1: A Delayed Transfer
Dialogue 2: Incorrect Fee Charged
Dialogue Analysis: De-escalation
Nuance: No-Blame Language
Explaining 'Next Steps'
Promising a Call Back
Template: Error Rectification
Template: Delay Notification
Rewrite Exercise: Professionalizing Anger
Role-play: ATM Ate My Card
Role-play: Wrong Amount Sent
Vocabulary Quiz: Chapter 6
Speaking Drill: The Calm Explanation
Chapter 6 Reference Card
Phone Calls & Call Center Language
20 Sayfa
Phone Calls & Call Center Language
20 SayfaAnswering the Phone
Verifying Identity over Phone
Active Listening on Calls
Survival Phrases: Phone Issues
Key Terms: Phone Banking
Putting Someone on Hold
Dialogue 1: Simple Inquiry Call
Dialogue 2: Transferring a Call
Dialogue Analysis: Recapping
Nuance: Tone of Voice
Taking a Message
Ending the Call
Template: Call Summary Email
Template: Missed Call Message
Rewrite Exercise: Phone Etiquette
Role-play: The Angry Caller
Role-play: Technical Support Call
Vocabulary Quiz: Chapter 7
Speaking Drill: The Recap
Chapter 7 Reference Card
Email & WhatsApp Professionalism
20 Sayfa
Email & WhatsApp Professionalism
20 SayfaSubject Lines that Work
Formal vs. Semi-formal Openings
Structure of a Banking Email
Survival Phrases: Written
Key Terms: Attachments & Links
WhatsApp Banking Etiquette
Dialogue 1: Requesting Documents
Dialogue 2: Scheduling a Meeting
Dialogue Analysis: Professionalism
Nuance: Email Punctuation
The Art of the Follow-up
Out of Office Replies
Template: Document Checklist
Template: Appointment Reminder
Rewrite Exercise: Email Polish
Role-play: The Email Thread
Role-play: Rejecting a Request
Vocabulary Quiz: Chapter 8
Speaking Drill: Drafting Aloud
Chapter 8 Reference Card
App / Internet Banking Support
20 Sayfa
App / Internet Banking Support
20 SayfaDigital Onboarding Basics
Password & PIN Reset
Two-Factor Authentication (2FA)
Survival Phrases: App Help
Key Terms: UI/UX for Bankers
Device Management
Dialogue 1: Login Failure
Dialogue 2: Making a Mobile Payment
Dialogue Analysis: Giving Directions
Nuance: Patience with Tech
Explaining Security Features
Troubleshooting Connectivity
Template: App Download Guide
Template: Security Alert Explanation
Rewrite Exercise: Step-by-Step
Role-play: The Frustrated User
Role-play: Remote Support
Vocabulary Quiz: Chapter 9
Speaking Drill: The App Tour
Chapter 9 Reference Card
Complaints, Escalation & De-escalation
20 Sayfa
Complaints, Escalation & De-escalation
20 SayfaThe Anatomy of a Complaint
De-escalation Phrases
When to Escalate
Survival Phrases: Conflict
Key Terms: Complaint Management
Explaining Regulations
Dialogue 1: Rude Customer at Desk
Dialogue 2: Formal Complaint Filing
Dialogue Analysis: Turning it Around
Nuance: Assertive vs. Aggressive
Providing Timelines for Resolution
The 'Service Recovery' Paradox
Template: Official Complaint Response
Template: Resolution Update
Rewrite Exercise: Softening the Blow
Role-play: Fee Dispute
Role-play: Long Queue Outrage
Vocabulary Quiz: Chapter 10
Speaking Drill: The Manager Hand-off
Chapter 10 Reference Card
Teller / Gişe İngilizcesi
20 Sayfa
Teller / Gişe İngilizcesi
20 SayfaCash Deposit Basics
Withdrawal Limits & Security
Foreign Exchange (FX) Buying
Foreign Exchange (FX) Selling
Survival Phrases: Counter Work
Key Terms: Cash Desk
Receipts & Statements
Signature Verification
Dialogue 1: Simple Cash Deposit
Dialogue 2: FX Transaction with Fees
Nuance: Explaining Transaction Limits
Counterfeit Detection Phrasing
Template: Transaction Receipt Email
Template: FX Quote Message
Rewrite Exercise: Teller Speed
Role-play: Wrong Currency Provided
Role-play: Large Withdrawal Request
Vocabulary Quiz: Chapter 11
Speaking Drill: Counting Out Loud
Chapter 11 Reference Card
Customer Representative / Branch Sales
20 Sayfa
Customer Representative / Branch Sales
20 SayfaBuilding Rapport
Identifying Sales Triggers
The Ethical Cross-sell
Survival Phrases: Sales
Key Terms: Sales Performance
Explaining Insurance Bundles
Dialogue 1: Suggesting a Savings Plan
Dialogue 2: Upgrading an Account
Dialogue Analysis: Objection Handling
Nuance: Soft vs. Hard Sales
Setting up a Portfolio Review
Explaining Loyalty Points
Template: Meeting Invitation
Template: Product Proposal
Rewrite Exercise: Sales Pitch
Role-play: The Busy Professional
Role-play: The Skeptical Investor
Vocabulary Quiz: Chapter 12
Speaking Drill: The 2-Minute Pitch
Chapter 12 Reference Card
SME / KOBİ Danışmanı İngilizcesi
20 Sayfa
SME / KOBİ Danışmanı İngilizcesi
20 SayfaThe World of SME Banking
Commercial Account Setup
Understanding Cash Flow
Survival Phrases: Business Banking
Key Terms: POS Terminals
Key Terms: Checks & Promissory Notes
Dialogue 1: POS Machine Inquiry
Dialogue 2: Working Capital Loan
Dialogue Analysis: Business Tone
Nuance: Negotiating Rates
Explaining Collateral (Teminat)
Trade Finance Basics
Template: Commercial Proposal
Template: Requesting Financials
Rewrite Exercise: SME Outreach
Role-play: POS Rate Objection
Role-play: Checking a Business Credit
Vocabulary Quiz: Chapter 13
Speaking Drill: Pitching a POS
Chapter 13 Reference Card
Loans & Credit Processes
20 Sayfa
Loans & Credit Processes
20 SayfaTypes of Loans
The Application Process
Credit Scores & History
Survival Phrases: Lending
Key Terms: Mortgage
Key Terms: Loan Costs
Dialogue 1: Personal Loan Inquiry
Dialogue 2: Mortgage Application
Dialogue Analysis: Eligibility
Nuance: Explaining Rejections
Repayment Schedules
Debt Consolidation
Template: Loan Approval Notice
Template: Document List for Loans
Rewrite Exercise: Lending Terms
Role-play: The High Interest Complaint
Role-play: Early Repayment
Vocabulary Quiz: Chapter 14
Speaking Drill: Explaining APR
Chapter 14 Reference Card
Compliance Basics (KYC / AML / Sanctions)
20 Sayfa
Compliance Basics (KYC / AML / Sanctions)
20 SayfaWhy Compliance Matters
KYC: Know Your Customer
AML: Anti-Money Laundering
Survival Phrases: Compliance
Key Terms: Sanctions
Key Terms: Source of Wealth
Dialogue 1: Source of Funds Query
Dialogue 2: PEP Verification
Dialogue Analysis: Being Firm but Kind
Nuance: The 'Policy' Shield
Explaining Suspicious Activity Reports
Cross-Border Payments & Compliance
Template: Compliance Questionnaire
Template: Account Freeze Notice
Rewrite Exercise: Compliance Talk
Role-play: The Offended Client
Role-play: High-Risk Country Wire
Vocabulary Quiz: Chapter 15
Speaking Drill: Explaining KYC
Chapter 15 Reference Card
Fraud & Security
20 Sayfa
Fraud & Security
20 SayfaCommon Scams in Turkey
Phishing & Fake Links
Card Fraud & Skimming
Survival Phrases: Security
Key Terms: Cybersecurity
Key Terms: Chargeback
Dialogue 1: Reporting a Lost Card
Dialogue 2: Suspicious Activity Alert
Dialogue Analysis: Urgency
Nuance: Reassuring the Client
Explaining the Chargeback Process
Identity Theft Recovery
Template: Fraud Alert SMS
Template: Security Best Practices
Rewrite Exercise: Security Warnings
Role-play: The Phishing Victim
Role-play: Unauthorized Transaction
Vocabulary Quiz: Chapter 16
Speaking Drill: Security Briefing
Chapter 16 Reference Card
Chapter 1: Welcome & Service Basics
20 Sayfa
Chapter 1: Welcome & Service Basics
20 SayfaSurvival Phrases: First Contact
Branch Navigation
Polite Requests
Queue Management
Vocabulary: Branch Layout
Glossary: Basic Verbs
Dialogue 1: The Simple Greeting
Dialogue 2: Directing to Teller
Dialogue 3: Appointment Check
Variation: Late Arrival
Variation: Wrong Branch
Dialogue 4: Handling the Queue
Email Template: Welcome
WhatsApp: Simple Update
Common Errors
Practice: Matching
Practice: Fill in the Blanks
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 2: Personal Details & Forms
20 Sayfa
Chapter 2: Personal Details & Forms
20 SayfaID Verification Phrases
Contact Information
Address Details
Confirming Identity
Vocabulary: Identity Documents
Vocabulary: Form Fields
Dialogue 1: Opening a Profile
Dialogue 2: Updating Info
Dialogue 3: Missing Documents
GDPR/KVKK Basics
Signature Instructions
Dialogue 4: Foreign Nationals
Template: Missing Document Email
Template: Data Update Confirmation
Professionalism: Accuracy
Practice: Spelling Names
Practice: Form Filling
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 3: Explaining Products Simply
20 Sayfa
Chapter 3: Explaining Products Simply
20 SayfaAccount Types
Debit vs. Credit Cards
Digital Banking Intro
Interest Rates Basics
Vocabulary: Product Features
Vocabulary: Banking Tools
Dialogue 1: Suggesting a Card
Dialogue 2: Account Benefits
Dialogue 3: App Promotion
Feature Comparison
Simplifying Jargon
Dialogue 4: Time Deposits
Template: Product Brochure Email
WhatsApp: Quick Feature Tip
Cultural Tip: Turkish Habits
Practice: Rewrite
Practice: Product Matching
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 4: Common Banking Terms You Actually Use
20 Sayfa
Chapter 4: Common Banking Terms You Actually Use
20 SayfaDaily Transactions
Statements & Balances
Fees & Commissions
Limits & Thresholds
Vocabulary: Transaction Status
Vocabulary: Dates & Cycles
Dialogue 1: Checking Balance
Dialogue 2: Explaining a Fee
Dialogue 3: Transfer Limits
Common Acronyms
Money Idioms
Dialogue 4: Installments
Template: Fee Disclosure
Template: Transfer Receipt
Professional Tone: Numbers
Practice: Terminology Quiz
Practice: Translation Correction
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 5: Asking Questions Like a Pro
20 Sayfa
Chapter 5: Asking Questions Like a Pro
20 SayfaOpen vs. Closed Questions
Clarification Techniques
Needs Analysis
Softening Questions
Vocabulary: Inquiry Verbs
Vocabulary: Customer Intent
Dialogue 1: The Initial Interview
Dialogue 2: Probing for Detail
Dialogue 3: Budget Discussion
Active Listening
Reframing Questions
Dialogue 4: Cross-Selling Prep
Template: Inquiry Follow-up
WhatsApp: Quick Confirmation
Professionalism: Privacy
Practice: Question Transformation
Practice: The 5 Whys
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 6: Handling Problems Calmly
20 Sayfa
Chapter 6: Handling Problems Calmly
20 SayfaEmpathy Phrases
Apologizing Professionally
Explaining Delays
The 'Next Steps' Strategy
Vocabulary: Problem Solvers
Vocabulary: Negative Outcomes
Dialogue 1: Wrong Amount Charged
Dialogue 2: Delayed Transfer
Dialogue 3: ATM Ate My Card
Staying Positive
Managing Anger
Dialogue 4: System is Down
Template: Apology Email
WhatsApp: Status Update
Professionalism: Responsibility
Practice: Rewrite
Practice: Empathy Drills
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 7: Phone Calls & Call Center Language
20 Sayfa
Chapter 7: Phone Calls & Call Center Language
20 SayfaAnswering the Phone
Phone Verification
Putting on Hold
Transferring Calls
Vocabulary: Audio Issues
Vocabulary: Call Actions
Dialogue 1: Balance Inquiry
Dialogue 2: Appointment Booking
Dialogue 3: Technical Support
Active Listening: Voice
Summarizing the Call
Dialogue 4: Handling a Bad Line
Template: Phone Follow-up
Call Script: Outbound
Clarity: Speaking Speed
Practice: Audio Recap
Practice: Verification Drill
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 8: Email & Professional Messaging
20 Sayfa
Chapter 8: Email & Professional Messaging
20 SayfaEmail Structure
Requesting Documents
Confirming Appointments
WhatsApp for Business
Vocabulary: Writing Verbs
Vocabulary: Urgency
Sample: New Account Welcome
Sample: Loan Status Update
Sample: Missing Signature
The Power of Bullet Points
Common Email Mistakes
Sample: Out of Office
Template: Meeting Invite
Template: Document Received
Tone: Softening Requests
Practice: Subject Lines
Practice: Rewrite
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 9: App & Internet Banking Support
20 Sayfa
Chapter 9: App & Internet Banking Support
20 SayfaLogin Issues
OTP & SMS Codes
Device Management
App Navigation
Vocabulary: Digital Terms
Vocabulary: Errors
Dialogue 1: Resetting Password
Dialogue 2: QR Code Payments
Dialogue 3: Unblocking Digital Access
Instructional Language
Security Warnings
Dialogue 4: Mobile Transfer
Template: App Guide Email
WhatsApp: Password Reset Link
Troubleshooting Tips
Practice: Step-by-Step
Practice: Error Matching
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 10: Complaints & Escalation
20 Sayfa
Chapter 10: Complaints & Escalation
20 SayfaIdentifying Complaints
Active Listening: Upset Clients
Escalation Phrases
SLA & Timelines
Vocabulary: Grievances
Vocabulary: Legal/Policy
Dialogue 1: Dealing with a Wait
Dialogue 2: Disputing a Fee
Dialogue 3: Escalating to a Supervisor
The 'Feel-Felt-Found' Method
Recording the Complaint
Dialogue 4: Follow-up call
Template: Formal Complaint Response
Template: Escalation Internal Note
Self-Care: Staying Professional
Practice: De-escalation Scripts
Practice: Complaint Summary
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 11: Teller / Gişe İngilizcesi
20 Sayfa
Chapter 11: Teller / Gişe İngilizcesi
20 SayfaCash Deposits
Cash Withdrawals
Currency Exchange
Receipts & Stamps
Vocabulary: Cash Terms
Vocabulary: Currency
Dialogue 1: Depositing Cash
Dialogue 2: Exchanging Euros
Dialogue 3: Large Withdrawal
Counting Out Loud
Security Protocols
Dialogue 4: Damaged Banknotes
Template: Currency Rate Alert
Template: Withdrawal Confirmation
Teller Safety Phrases
Practice: Currency Math
Practice: ID Check Drill
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 12: Customer Representative / Branch Sales
20 Sayfa
Chapter 12: Customer Representative / Branch Sales
20 SayfaThe Needs Analysis
Suggesting Insurance
Investment Basics
Cross-Selling Techniques
Vocabulary: Sales
Vocabulary: Investment
Dialogue 1: The Portfolio Review
Dialogue 2: Suggesting a Pension Plan
Dialogue 3: Handling a Refusal
Building Rapport
Closing the Sale
Dialogue 4: Upgrading an Account
Template: Post-Meeting Summary
Template: Referral Email
Ethics in Sales
Practice: Benefit vs. Feature
Practice: The Elevator Pitch
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 13: SME / KOBİ Danışmanı İngilizcesi
20 Sayfa
Chapter 13: SME / KOBİ Danışmanı İngilizcesi
20 SayfaBusiness Entity Types
Cash Flow Talk
POS & Merchant Services
Commercial Loans
Vocabulary: SME Terms
Vocabulary: Trade Finance
Dialogue 1: Opening a Business Account
Dialogue 2: Explaining POS Commissions
Dialogue 3: Short-term Credit Need
Financial Statement Basics
Checks & Promissory Notes
Dialogue 4: International Trade
Template: SME Loan Proposal
Template: Merchant Welcome
Professionalism: B2B Tone
Practice: Financial Term Matching
Practice: Case Study
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 14: Loans & Credit Processes
20 Sayfa
Chapter 14: Loans & Credit Processes
20 SayfaLoan Eligibility
Mortgages vs. Personal Loans
Interest & APR
Collateral & Guarantees
Vocabulary: Credit Metrics
Vocabulary: Documentation
Dialogue 1: Mortgage Application
Dialogue 2: Explaining a Rejection
Dialogue 3: Early Repayment
Repayment Schedules
Risk Assessment Language
Dialogue 4: Refinancing
Template: Loan Approval
Template: Pending Documents
Professionalism: Sensitivity
Practice: Loan Calculation
Practice: Eligibility Quiz
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 15: Compliance Basics (KYC / AML)
20 Sayfa
Chapter 15: Compliance Basics (KYC / AML)
20 SayfaWhat is KYC?
Source of Wealth/Funds
AML Regulations
Sanctions & PEPs
Vocabulary: Compliance
Vocabulary: Regulatory
Dialogue 1: Large Cash Deposit
Dialogue 2: Updating Corporate KYC
Dialogue 3: Explaining a Blocked Transfer
Policy Language
Maintaining Neutrality
Dialogue 4: Handling Resistance
Template: Compliance Request
Template: Account Review Note
Ethics: Confidentiality
Practice: Identifying Red Flags
Practice: Policy Rewrite
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds
Chapter 16: Fraud & Security
20 Sayfa
Chapter 16: Fraud & Security
20 SayfaTypes of Fraud
Reporting a Stolen Card
Chargeback Process
Security Advice
Vocabulary: Cybercrime
Vocabulary: Recovery
Dialogue 1: Reporting a Scam
Dialogue 2: Freezing an Account
Dialogue 3: Explaining a Chargeback
Identifying Suspicious Activity
The 'Don't Panic' Tone
Dialogue 4: Fake Bank Call
Template: Fraud Alert Email
Template: Claim Status Update
Security Best Practices
Practice: Spot the Scam
Practice: Security Instructions
Practice: Role-Play
Mini Quiz
Speaking Drill: 60 Seconds