Speaking: Making a complaint

Intel Support

Hello, thank you for calling Intel, how can I help you?

Jake Ronalds (Magic Electrics)

Hello, I am Jake Ronalds from Magic Electrics.

I have a problem:

Yesterday we received a defective processor.

Intel Support

I see, what’s wrong?

Jake Ronalds

The cooling system doesn’t work.

Intel Support

Okay, I'm going to create a support ticket, is that alright?

Jake Ronalds

Yes, please.

Intel Support

What is your customer number?

Jake Ronalds

My number is ME357.

Intel Support

ME357, is this correct?

Jake Ronalds

Yes.

Intel Support

Give me your invoice number, please.

Jake Ronalds

It is 007865.

Intel Support

Okay, how long does the product warranty last?

Jake Ronalds

Up to one year.

Intel Support

Thank you for your patience, I sincerely apologize for our absence.

You will receive a confirmation email shortly.

Jake Ronalds

Yes.

Intel Support

Then take the product to one of our delivery points and we'll give you another processor.

Jake Ronalds

Fine, thanks, goodbye.

Intel Support

Goodbye.

Vocabulary 8

 

Arranging the meeting

1. Attend the meeting = Assistir a la reunior
2. Break = Descans
3. Busy = Ocupat
4. Check your calendar = Comprovar el teu calendari
5. Confirm = confirmar
6. Convenient = Convenir
7. Equipment = Equipament
8. Free = Lliure
9. Give a presentation = Fer una presenacío
10. Hold a meeting = Celebrar una reunió
11. Light refreshments = refrigeri lleuger
12. Make a arrangements= fer els preparatius
13. Paticipants= Particiats
14. Previous commitment = compromis previ
15. Schedule= Programar
16. Sharp = Puntua
17. Take place = tenir lloc
18. Tied up = lligat
19. Video conference = video conerenca

Reschduling

alternative date =data alternatva

appointment = cita

arrange = organitzar

cancel= cancelar

feel ill = sentirse malament

get lost = perdre's

got the dates mixed up = he confos les dates

held up in a traffic jam = quedar atrapar en un embus

leave...urgently = sortir.... urgentmtn

particippate = participar 

postpone = postpone

reorganise = reorganitzar

reschedule = reprogramar

running late = arribar tard

suit  = convenir

switch = canviar

Time

1. Half pas  = les xx:30
2. o' clock = En punt
3. Quarter past = un quart d'hora 
4. Quarter to= xx: 45 minuts
5. ten past = deu minuts desrues
6. Twenty to = vint per

Extra!

Absent = absent

adjourn = aixecar la session

boardroom = sala de reunions

chairperson = president/a

conference call = trucada de conferencia

delay = retard

instead = en comptes de 

make it = arribar-hi

minutes = acta de actes

punctual = putual

verify = verificar 

vote = votar

warp up = concloure

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.

---

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.