ENGLISH BUSINESS CONVERSATIONS AT THE BANK CUSTOMER SERVICES DESK FOR STUDENTS AT THE HIGHER EDUCATION

Description

English Business Conversations at the Bank Customer Services Desk is a practical course book designed to equip higher education students with the English communication skills required in the banking industry, particularly in customer service operations. The book integrates business English with banking knowledge, enabling students to communicate confidently and professionally in real-world banking environments.

Recognizing that successful banking professionals require both technical expertise and interpersonal competence, this book aims to develop students’ hard skills and soft skills through authentic communication practices. It provides comprehensive learning materials covering banking terminology, language functions, business expressions, and customer service procedures commonly used at the bank customer service desk.

The book consists of four thematic units that address essential banking situations, including Opening a New Bank Account, Maintaining a Bank Savings Account, Handling Customer Complaints, and Closing a Bank Account. Each unit is systematically organized with learning outcomes, objectives, target language structures, vocabulary, communicative functions, scenarios, model dialogues, and practical exercises that support progressive learning.

Using the Communicative Language Teaching (CLT) approach, the book integrates reading, writing, listening, and speaking activities through role plays, simulations, pair work, and group discussions. These activities are designed to strengthen students’ communicative competence while enhancing their understanding of banking concepts and customer service practices.

By combining language learning with professional banking contexts, this course book serves as a valuable resource for students preparing for careers in banking and financial services. It is expected to help learners improve their communication skills, professional confidence, and overall competency in delivering high-quality customer service in English.