- A:Hello! Is that Mrs Brody? This is Mark Brown, Geraldine Marsden's administrative assistant Compusafe.
B:Hello, Mark. What can i do for you? - A:Well, unfortunately Mrs Mardsen is ill, so she won't be at work for three days.
B:Oh, I'm sorry to hear that. - A: the problem is, she won't be able to make it to the meeing you arranged for tomorrow. Can we reshedule it?
B: Certainly. Let's look at the calendar. - A:What date is convenient for you?
How about Tuesday, 5th January?
B:I won't be avialble on that day.
I'll be busy with staff training - A: I see. Mrs Marsden will also be fre on Wednesday, 6th January. Would that suit you?
B: I' ve got a staff meeting in the afternoon, but I'm free in the morning. - A: Great! Will 11o'clock in the morning be OK?
B: Yes I'll write it in my diary
SMX Almatà 2025-2026
dilluns, 20 d’abril del 2026
pag 34 ex 2
I have a problem:
Yesterday we received a defective processor.
You will receive a confirmation email shortly.
Vocabulary 8
Arranging the meeting
- Attend the meeting = Assistir a la reunior
- Break = Descans
- Busy = Ocupat
- Check your calendar = Comprovar el teu calendari
- Confirm = confirmar
- Convenient = Convenir
- Equipment = Equipament
- Free = Lliure
- Give a presentation = Fer una presenacío
- Hold a meeting = Celebrar una reunió
- Light refreshments = refrigeri lleuger
- Make a arrangements= fer els preparatius
- Paticipants= Particiats
- Previous commitment = compromis previ
- Schedule= Programar
- Sharp = Puntua
- Take place = tenir lloc
- Tied up = lligat
- Video conference = video conerenca
Reschduling
Time
- Half pas = les xx:30
- o' clock = En punt
- Quarter past = un quart d'hora
- Quarter to= xx: 45 minuts
- ten past = deu minuts desrues
- Twenty to = vint per
Extra!
dilluns, 16 de març del 2026
PAG 31
Working with Vocabulary
4. Listen and repeat. Choose the correct answer.
- Thank you for calling. I'll be happy to assist you again in the future.
- I don't know what to do. What do you suggest / return?
- I can't remember exactly what you ordered. I'll check my records / make a claim.
- The order hasn't arrived yet. It must be lost in the post / under warranty.
6. Listen and repeat. Complete the sentences.
Words: faulty part – making a note – a refund – compensation – losing business – doesn’t it?
- If the product is in its original box, I can give you a full refund.
- I want compensation for the inconvenience you have caused me.
- We finally found what was causing the problem. It was a faulty part.
- There's a lot of competition in this area, so the company has been losing business.
- Check that fan, doesn't it?
- This part ____ where it's supposed to be.
Working with Vocabulary
7. Customer or representative?
- Of course. we'll credit your account.
- You can return the items by post at our expense.
- It’s still product under warranty for a year.
- We’ll have to open the item to make a claim. c
- I’m very angry. I’m going to make a complaint. C
- I apologise for the erorr. We 'll send you the correct items immediately.
- when i opened the box, i saw thet thew camera was missing a part! C
- We refuse to pay because we recived incorrect items. C
8. Complaint record
Words: at our expense | missing a part | defect | compensation | under warranty
- The keyboard you sent us is missing a part.
- The equipment you sent us has a defect.
- This keyboard will have to be replaced at our expense.
- We’ll replace the item you sent us.
- Hand it over with the label.
- The product is still under warranty.
dilluns, 9 de març del 2026
PAGNA 29
5.
- Sales and marketing department
- accounts department
- IT maintenace department
- Costumer relations department
- Human resources department
1 = 3
2 = 4
3 = 1
4 = 2
5 = 5
6LISTEN AND REPEAT THE WORD IN COLOUR THEN
Hold the line ·get to back to you, damaged , discuss it , charge , opening, tiemes, satisfied
1.I think we should discuss it in more detail at our next team meeting.
2. We want all our customers to be satisfied with the service we give.
3. They're asking how much we charge for technical support.
4. I'm sorry, the line is busy. I'll ask her to get back to you as soon as possible.
5.The company will replace the to damaged as soon as possible
6. Our opening times are form 9 in the morinng until8 in the evening.
7.Don't hang up - hold the line and i'll put you throgh to the corret departnmetn
7lISTEN ADN REPET THE WORD IN COLOUR IN A
A
- Customer number = F
- quote = D
- enquiry =A
- overcharge =B
- shiiping date = E
- complaint = C
Vocabulari Builder 7
DEPARTMENTS
- Accounts department = Departament de comptes
- Customer relations department = Departament de Relacions amb clients
- Human resources department = Departament de recursos humans
- IT Maintenance department = Departament de manteniment TI
- Sales and marketing department = Departament de vendes i marketing
Customer Service
- Charge = Càrrec
- Complaint = Queixa
- Customer Number = Número de client
- Damaged = Danyat
- Discuss it = Discutir -ho
- Enquiry = Consulta
- Get back to you = Tornar-te a contactar
- Hold the line = Mantingui la linea/no pengi
- Opening times = horari d'obrir
- Overcharge = Sobrecarregat
- Quote = Pressupost
- Satisfied = Satisfet
- Shipping date = Data d'enviament
Complaints
- Assist = Asisitir
- At our expense = Acosta de
- Check my records = revisar els meus registres
- Compensation = Compensació
- Credited our account = Hem abonant el nostre compte
- Defect = Defecte
- Doesn 't fit = No encaixar
- Error = Error
- Faulty part = Peça defectuosa
- Losing business = Perdre clients
- Lost in the post = Perdut pel correu
- Make a claim = Presentar una reclamasio
- Making a noise = Fa soroll
- Missing a part = Falta una peça
- Refund (n) = Reemborsament
- Refuse = Rebutjar
- Return = Retornar
- Suggest = Suggereix
- The wrong item = L'article incorrecte
- Under warranty = En garantia
Extra
- Broken = Trencat
- Customer satisfaction = Satisfacció del client
- Disappointed = Decebut
- Displeased = Descontent
- Dissatisfaction = Insatisfacció
- Feedback = Comentaris
- File a lawsuit = Presentar una demanda
- Financial Director = Director de finances
- Inappropriate = Inapropiat
- Lose business = Perdre negoci / perdre clients
- Managing Director = Director general
- Research and Development Department = Departament de recerca i desenvolupament
- Treatment = Tractament
dilluns, 23 de febrer del 2026
pag 34 ex 2
A:Hello! Is that Mrs Brody? This is Mark Brown, Geraldine Marsden's administrative assistant Compusafe. B:Hello, Mark. What can i do fo...
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