2024年5月10日发(作者：繁雨梅)

Part 1 Daily Reception日常接待

Addressing People称呼Greetings 问候Providing Services 服务

Charges 收费

Confiscating Counterfeit Notes 没收假钞

Instructions to Fill Out the Forms 填单

Dealing with Complains 处理纠纷

Greetings 问候

1. Good morning, sir/madam. Welcome to Harbin bank. What can I do for you?

早上好，先生/女士，欢迎光临哈尔滨银行，能为您效劳吗？

2. How do you do? Sir. Is there anything I can do for you?

先生，您好。请问要办理什么业务?

3. Madam, are you being attended to?

女士，是否有人接待您了？

Providing Services 服务

1. Pardon?/Would you mind repeating your question, please? 请您再说一遍好吗?

2. May I ask your nationality?

3. Please take a seat.

4. Please wait a moment./just a minute, please.

5. I’m sorry to keep you waiting, sir/madam, but I

先生/女士，很抱歉请你稍等，我一会儿就回来。

6. Please follow me. /Come with me, please.

7. This way, please

8. Go upstairs, please.

请跟我来。

这边请。

请上楼。

请问您的国籍？

请坐。

请稍等。

’ll be with you in a moment.

9. Please go to counter No. 4. You can change your money into small notes there.

请到4号柜台兑换零钞。

10. Please feel free to ask for any banking service during your stay in Harbin.

您在哈尔滨期间，如需要请随时找我们办理各种业务。

Instructions to Fill Out the Forms 填单

1. This is an exchange memo. Please fill in your name, passport number, your nationality and

the amount you intend to change.

这是兑换水单，请填写您的姓名，护照号码，国籍以及您打算兑换的金额。

2. Sorry, you forget the date; it goes at the top in the right-hand corner.

抱歉，您没写日期，在右上角顶端。

3. Please fill in this application form and sign your name.

请填写这张表格并签名。

4. You have to write the amount in numbers and in words as well.

金额既要求小写，也要求大写。

Charges 收费

1. The charge for the T/T is 100 yuan.

您的电汇费用是100元。

2. I will figure out the charges and then type them out.

我会算出服务费金额并打印出来。

3. We would also charge you an extra service commission.

我方将向您收取额外的服务费。

4. At your request, we deducted it from the remittance.

按照您的要求，我方已将费用从汇款金额中扣除。

Dealing with Complains 处理纠纷

1. How do you do? Sir. I

it?

你好，我是大堂经理。您愿意就此事和我谈一下吗？

2. Just take it easy.

别急。（常用来稳定对方情绪。）

3. Well, please calm down, I think I can help you with the problem.

请您冷静，我能帮助您。

4. Please have a seat and tell me what happened?

请坐，能说说事情经过吗？

5. From now on, I must improve my service to satisfy the customers.

以后我一定改进我的服务水平，使顾客满意。

6. We’ll pay attention to this and improve our services accordingly.

我们一定重视并相应的加以改进。

’m the service manager. Would you please have a talk with me about

2024年5月10日发(作者：繁雨梅)

Part 1 Daily Reception日常接待

Addressing People称呼Greetings 问候Providing Services 服务

Charges 收费

Confiscating Counterfeit Notes 没收假钞

Instructions to Fill Out the Forms 填单

Dealing with Complains 处理纠纷

Greetings 问候

1. Good morning, sir/madam. Welcome to Harbin bank. What can I do for you?

早上好，先生/女士，欢迎光临哈尔滨银行，能为您效劳吗？

2. How do you do? Sir. Is there anything I can do for you?

先生，您好。请问要办理什么业务?

3. Madam, are you being attended to?

女士，是否有人接待您了？

Providing Services 服务

1. Pardon?/Would you mind repeating your question, please? 请您再说一遍好吗?

2. May I ask your nationality?

3. Please take a seat.

4. Please wait a moment./just a minute, please.

5. I’m sorry to keep you waiting, sir/madam, but I

先生/女士，很抱歉请你稍等，我一会儿就回来。

6. Please follow me. /Come with me, please.

7. This way, please

8. Go upstairs, please.

请跟我来。

这边请。

请上楼。

请问您的国籍？

请坐。

请稍等。

’ll be with you in a moment.

9. Please go to counter No. 4. You can change your money into small notes there.

请到4号柜台兑换零钞。

10. Please feel free to ask for any banking service during your stay in Harbin.

您在哈尔滨期间，如需要请随时找我们办理各种业务。

Instructions to Fill Out the Forms 填单

1. This is an exchange memo. Please fill in your name, passport number, your nationality and

the amount you intend to change.

这是兑换水单，请填写您的姓名，护照号码，国籍以及您打算兑换的金额。

2. Sorry, you forget the date; it goes at the top in the right-hand corner.

抱歉，您没写日期，在右上角顶端。

3. Please fill in this application form and sign your name.

请填写这张表格并签名。

4. You have to write the amount in numbers and in words as well.

金额既要求小写，也要求大写。

Charges 收费

1. The charge for the T/T is 100 yuan.

您的电汇费用是100元。

2. I will figure out the charges and then type them out.

我会算出服务费金额并打印出来。

3. We would also charge you an extra service commission.

我方将向您收取额外的服务费。

4. At your request, we deducted it from the remittance.

按照您的要求，我方已将费用从汇款金额中扣除。

Dealing with Complains 处理纠纷

1. How do you do? Sir. I

it?

你好，我是大堂经理。您愿意就此事和我谈一下吗？

2. Just take it easy.

别急。（常用来稳定对方情绪。）

3. Well, please calm down, I think I can help you with the problem.

请您冷静，我能帮助您。

4. Please have a seat and tell me what happened?

请坐，能说说事情经过吗？

5. From now on, I must improve my service to satisfy the customers.

以后我一定改进我的服务水平，使顾客满意。

6. We’ll pay attention to this and improve our services accordingly.

我们一定重视并相应的加以改进。

’m the service manager. Would you please have a talk with me about