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Voice Script

The document outlines a customer service script for Trade Republic Bank, detailing a conversation between a representative and a customer named Leonard Wolter who reports a lost debit card and checks for recent transactions. The representative verifies the customer's identity, deactivates the card, and identifies an unauthorized transaction, escalating it for investigation while confirming the address for a new card. The interaction emphasizes a calm, empathetic tone and aims for clarity and natural rhythm in delivery.

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29 views2 pages

Voice Script

The document outlines a customer service script for Trade Republic Bank, detailing a conversation between a representative and a customer named Leonard Wolter who reports a lost debit card and checks for recent transactions. The representative verifies the customer's identity, deactivates the card, and identifies an unauthorized transaction, escalating it for investigation while confirming the address for a new card. The interaction emphasizes a calm, empathetic tone and aims for clarity and natural rhythm in delivery.

Uploaded by

nahid7669live
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

Voice Script:-

Recording Setup:

○ Use a quiet environment with minimal background noise.


○ Speak at a natural customer service pace (not too fast, not robotic).

Tone & Delivery:

○ For the Representative, the tone should be calm, empathetic, and confident, similar to a real
banking call.
○ For the Customer, it should sound genuine and conversational, not like reading from a script.

Duration:

○ Each full script reading should last around 2 minutes.


○ No need to rush. Prioritize clarity and natural rhythm.

Representative: Good afternoon, you’ve reached Trade Republic Bank Customer Support. My
name is (your name), how can I help you today? ​
​
Customer: Hi (Your Name). This is Leonard Wolter. I think I’ve lost my debit card, and I need to
cancel it. Also, I’d like to check if there have been any transactions since it went missing. ​
​
Representative: Of course, Leonard. I’m sorry to hear that — we’ll sort this out right away.
Before I proceed, I just need to verify your identity with a couple of quick questions. What’s the
name of your dog? ​
​
Customer: It’s Luna. ​
​
Representative: Thank you. And your mother’s maiden name, please? ​
​
Customer: Schneider. ​
​
Representative: Perfect, thank you for confirming that. I’ll now go ahead and block your card so
no one can use it.
​
5 seconds later
Alright, your card has been successfully deactivated. No further payments can go through. ​

Let’s check your recent activity — I can see three transactions made today:

1. €18.50 at The Barn Coffee Roasters – Mitte, around 09:20 this morning.
2. €42.00 at Bio Company Rosenthaler Platz, around 10:10 AM.
3. €247.00 at MediaMarkt Alexanderplatz, at 11:45 AM. ​
​
Do these look familiar to you? ​
​
Customer: The first two, yes — those are mine. But the one at MediaMarkt definitely isn’t. ​

Representative: Got it. I’ve noted that the third transaction is unauthorized. I’ll escalate this to
our Cards Investigation Team, who will review it and contact you within two business days.​
​
A new card will be issued automatically to the address we have on file. Could you please
confirm it? ​
​
We have: Brunnenstr. 19–21, 10119 Berlin, Germany. ​
​
Customer: Yes, that’s correct. ​
​
Representative: Perfect. You should receive your new card within five to seven business days.
So to recap: your old card is blocked, a new one is on the way, and the disputed transaction has
been reported. Is there anything else I can help you with today?

Customer: No, that’s everything. Thanks for your help, Anna.

Representative: You’re very welcome, Leonard. We’ll keep you updated on the investigation.
Have a great day and take care!

Customer: You too. Bye.

Representative: Goodbye!
​
​

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