1
Section 1
16 Ünite • 320 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