Teller: Good Morning. How are you doing ma'am?

Customer: Great, thanks.

Teller: What can i help you with ma'am?

Customer: I want to ask about a credit card, yesterday I just opened a credit card, but I don't know
what a credit card is?

Teller: Well ma’am, I'll explain what a credit card is, so credit card is a type of payment card in which
charges are made against a line of credit instead of the account holder's cash deposits. When
someone uses a credit card to make a purchase, that person's account accrues a balance that must
be paid off each month.

Customer : Oh Ok, but can you explain at once how to use a credit card, please?

Teller: Well Ma'am, i want explain how to use a credit card,

The first,

Making the purchase

The customer finds a product that he or she likes and decides to make the purchase. The customer
can use a credit card to pay for the item in the store, through an online payment gateway, by phone,
or by mail.

The second,

Entering the transaction

The credit card is swiped or dipped using a secure credit card reader, or the card and transaction
information is manually entered using a virtual terminal. For eCommerce transactions, the
cardholder keys in the payment details on a hosted payment form on the website.

The third,

Transmitting the data

The credit card data is encrypted and transmitted for approval as the terminal, POS system, or
secure payment gateway is connected to the processing network.

The next,

Authorizing the transaction

Once the data is transmitted, the credit card issuer can approve or decline the transaction. This is
based on the validity of the card

Then,

Responding to processor and merchant

If the transaction is approved, the processor and the merchant receive an authorization response.

The next again,

Completing the transaction

The merchant completes the transaction by issuing a receipt to the customer. For eCommerce
orders, the merchant then prepares to ship the items to the customer.

Then,

Submitting a batch closure

This closes out the transactions that have been processed on that day. The processor’s acquiring
bank then collects the funds from the credit card issuers.

And the last,

Depositing the funds

The processor’s acquiring bank then deposits the funds into the merchant’s business account. This
typically takes up to 48 hours.

Customer: Oh I see, thank you for the explaining ma'am

Teller: You're Welcome Ma'am, is there anything I can help again Ma'am?

Customer: No Ma'am, enough, now I understand how to use a credit card

Teller: Well Ma'am, Have a nice Day Ma'am!

 DIALOG COMPLAINING ABOUT OVERCHARGED BILL
Hilda as Teller
Irma as Customer

Teller: Hello, good morning Ma’am. What can I help you?

Customer: Morning too Ma’am. So I come here to complain about the overcharged bill on my
credit card. And I think there is an error regarding the bill.
Teller: Ok, Ma’am. Previously I want to explain some of the factors that cause overcharges
on credit cards. First, the customer makes a payment that exceeds the minimum payment
value by the credit card. And the second factor is that customers are late in paying bills from
credit cards, because if they are due, they will be charged a fairly large current interest.
Customer: Oh I get it Ma’am. And then how I solve this problem?
Teller: So if you want to solve this overcharges bill, first you have to submit a photocopy of
your ID card, credit card, passbook on the front, and payment receipts if there still available.
Customer: Here you go Ma’am my ID card credit card, passbook on the front, and payment
receipts.
Teller: Ok, thank you Ma’am. Then, please fill out a refund statement for this overcharges
bill credit card payment. So that your report can be guaranteed the truth.
2 Minutes later….
Customer: Ok Ma’am I have filled refund statement. Then what's the next step?
Teller: Then you just have to wait for 3-5 working days. Then the funds returned to the
savings account have been immediately deducted by the administration fee also there will be
no confirmation after the funds are transferred, so you have to check it manually
Customer: Ok Ma’am, thank you for the help with this billing issue.
Teller: You're welcome Ma'am. We hope you are satisfied with our service and if there are
any problems again please contact our call center.