PAG 31

 

Working with Vocabulary

4. Listen and repeat. Choose the correct answer.

1. Thank you for calling. I'll be happy to assist you again in the future.
2. I don't know what to do. What do you suggest / return?
3. I can't remember exactly what you ordered. I'll check my records / make a claim.
4. 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?

1. If the product is in its original box, I can give you a full refund.
2. I want compensation for the inconvenience you have caused me.
3. We finally found what was causing the problem. It was a faulty part.
4. There's a lot of competition in this area, so the company has been losing business.
5. Check that fan, doesn't it?
6. This part ____ where it's supposed to be.

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Working with Vocabulary

7. Customer or representative?

1. Of course. we'll credit your account. 
2. You can return the items by post at our expense. 
3. It’s still product under warranty for a year.
4. We’ll have to open the item to make a claim. c
5. I’m very angry. I’m going to make a complaint. C
6. I apologise for the erorr. We 'll send you the correct items immediately. 
7. when i opened the box, i saw thet thew camera was missing a part! C
8. We refuse to pay because we recived incorrect items. C

8. Complaint record

Words: at our expense | missing a part | defect | compensation | under warranty

1. The keyboard you sent us is missing a part.
2. The equipment you sent us has a defect.
3. This keyboard will have to be replaced at our expense.
4. We’ll replace the item you sent us.
5. Hand it over with the label.
6. The product is still under warranty.

PAGNA 29

 5.

1. Sales and marketing department
2. accounts department
3. IT maintenace department
4. Costumer relations department
5. 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

1. Customer number = F
2. quote = D
3. enquiry =A
4. overcharge =B
5. shiiping date =  E
6. complaint = C

B

A)a request for information

B charge too high a preice for a product or service 

c)a statement thet something is unsatisfactory 

d. the estimated csot for a job aor service

e. the date a csutomer's order leaves the supllier 

f. a referemce asssigned to each customer by a suppler

Vocabulari Builder 7

DEPARTMENTS

1. Accounts department  = Departament de comptes
2. Customer relations department = Departament de Relacions amb clients
3. Human resources department = Departament de recursos humans
4. IT Maintenance department = Departament de manteniment TI
5. Sales and marketing department = Departament de vendes i marketing

Customer Service

1. Charge = Càrrec
2. Complaint = Queixa
3. Customer Number = Número de client
4. Damaged = Danyat
5. Discuss it = Discutir -ho
6. Enquiry = Consulta
7. Get back to you = Tornar-te a contactar
8. Hold the line = Mantingui la linea/no pengi
9. Opening times  = horari d'obrir
10. Overcharge = Sobrecarregat
11. Quote = Pressupost
12. Satisfied = Satisfet
13. Shipping date = Data d'enviament
14. 
    

Complaints

1. Assist = Asisitir
2. At our expense = Acosta de 
3. Check my records = revisar els meus registres
4. Compensation = Compensació
5. Credited our account = Hem abonant el nostre compte
6. Defect = Defecte
7. Doesn 't fit  = No encaixar
8. Error = Error
9. Faulty part = Peça defectuosa
10. Losing business = Perdre clients
11. Lost in the post = Perdut pel correu
12. Make a claim = Presentar una reclamasio
13. Making a noise = Fa soroll
14. Missing a part = Falta una peça
15. Refund (n) = Reemborsament
16. Refuse = Rebutjar
17. Return = Retornar 
18. Suggest = Suggereix
19. The wrong item = L'article incorrecte
20. Under warranty = En garantia
21. 
    

Extra

1. Broken = Trencat
2. Customer satisfaction = Satisfacció del client
3. Disappointed = Decebut
4. Displeased = Descontent
5. Dissatisfaction = Insatisfacció
6. Feedback = Comentaris 
7. File a lawsuit = Presentar una demanda
8. Financial Director = Director de finances
9. Inappropriate = Inapropiat
10. Lose business = Perdre negoci / perdre clients
11. Managing Director = Director general
12. Research and Development Department = Departament de recerca i desenvolupament 
13. Treatment  = Tractament

LISTENING

 

PAG 27

 5 Listen and repeat the phrases in colour. Then choose the correct phrase to complete each sentence.

on holiday · out of town · in a meeting

1. I'm afraid Mrs Philps isn't in the office. She's ... at an IT conference.
2. I'm sorry, but Miss lyons is busy. She's ..... with the softwre developers. As soon as they finish, I'will tell her you phoned.
3. I'm afraid Mr Brown isn't here. He's ... in the Alps for two weeks. He'll be back on the 20th

                hang up · cut off · take down

      4. Just a moment , I'll het a pen and your full name and ::::::::mobile number. 

      5. I'm sorry we got ..... earlier.My battery ran out

      6.

6 VOCABULARY BULDIER

 PHONE CALLS

1. As soon as possible = Lo antes posible
2. Avoid = Evitar
3. Be careful  = Tener cuidado
4. Caller = Persona que llama
5. Contact = Contactar / Contacto(telefónico)
6. Dial a number = Marcar un número
7. Engaged = Ocupado(linea)
8. Extension number = Número de extensión
9. No reply = No responde / No contesta
10. On the line = En la linea
11. Professional = Professional
12. Put you through = Pasar la llamada
13. Remind = Recordar
14. Repeat = Repetir
15. Ring back = Volver a llamar
16. Speak up = Hablar más alto
17. State = Declarar/Indicar/Expresar
18. Wrong number = Número equivocado

ANSWERING CALLS AND TAKING MESSAGES

1. Cut off  = Cortarse la llamada
2. Deal with = Encargarse de/ Tratar con
3. Expect = Esperar algo / Prever
4. Hang up = Colgar el teléfono
5. In a meeting  = En una reunión
6. Interrupt = Interrumpir
7. Leave a message = Dejar un mensaje
8. Line is busy = La línea está ocupada
9. On holiday = De vacaciones
10. Out of the office = Fora de la officina
11. Out of town = Fora de la ciutat
12. Put you on hold = Ponerlo en espera
13. Return your call = Devolver la llamada
14. Spell that = Deletrear eso
15. Take a message = Tomar un mensage
16. Take down = Anotar/Apuntar
17. Transfer = Transferir /Pasar la llamada
18. Unavailable = No disponible
19. Urgent = Urgente

Extra!

1. Bad connection = Mala conexion
2. Call back = Volver a llamar
3. Calling on behalf of = Llamando en nombre de
4. Clearly = Claramente
5. End a conversation = Terminar una conversación
6. Get through = Comunicarse / lograr que la llamada entre
7. Interference = Interferencias
8. Line is free = Linea esta libre
9. Offer assistance = Ofrecer ayuda
10. Speak a little more slowly = Hablar un poco mas despacio
11. Take a call =Atender una llamada
12. Voicemail = Buzón de voz
13. Would you mind....? = Le importaria / Te importaria

PAG 25

 4. Read the dialogue i Exercice 2 again.Then answer the questions in your notebook

• Who does malin work for? Compuset service
• Who does dave smith work for? Copyshop
• What item is dave interested in buying? ram chips
• What has dave got a problem with? later software update

5.Listen and repeat thew word in colour. Then choose the correct answer.

1. Her presentation was very professional. She did a bad / good job.
2. The shop must be open / closed. There's no reply
3. I will /won't be careful when I input the data.
4. She must be busy  / free. The line is engaged.
5. There's a caller outside   / on the phone waiting to speak to you.
6. Can you please speak up? I an't see / hear you very well. 

6 Listen and repeat the words in colour Then copy and complete the sentences.

Put you through · Extension number · Repeat · Dial a number · State · Wrong number · Contact 

1. Sorry, what did you say? Can you repeat that please?
2. You mother rang an hour ago-you need to contact her immediately.
3. One moment, please, I'll put you through to Mr Wright now. 
4. This is no St ann's Hospital. You've  got the wrong number.
5. To dial a number aboard, put an 01 before the number
6. From monday, my new  extension number  will be 8015.
7. When you answer a phone call, state the name of the company

7. Listen and repeat the words in colour. The words in colour are in the wrong sentences. Write the sentences correctly in your notebook.

1. I need to speak to Betty as soon as possible it's really important
2. Can you ask Mrs Ford to remind tomorrow? I'm too bossu too talk to here today.
3. I've got a client on the line who wants speak to the manager.
4. Try to ring back speaking too loudly on the phone.
5. Can you avoid MS Burns To prepare the invoice for dell's computer shop?

8.Match A to B

A

1. If there's no reply from his office phone, = a

2. Miss Scott is on the line for you = e

3. Avoid letting the phone ring a lot. = f

4. They've tried to contact you several times, = c

5. Before you dial the number, = d

6. His line is engaged, = b