UNIT 7 - PAGE 31 EX 4-8

4.

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?

3. I can't remember exactly what you ordered. I'll check my records.

4. The order hasn't arrived yet. It must be lost in the post.

5.

1. Yes

2. No

3. No

4. Yes

5. No

6. Yes

6.

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 our company has been losing business.

5. Check the fan. It's making a noise.

6. This part doesn't fit where it's supposed to.

7.

1. Relations representative

2. Relations representative

3. Costumer

4. Relations representative

5. Costumer

6. Relations representative

7. Costumer

8. Costumer

8.

1. Timothy Moors tried to return a smartphone.

2. It is no longer under warranty.

3. I refuse to give him

4. give him a refund

5. or a compensation

6. He would make a claim with Head Office

UNIT 7 - PAGE 29 EX 5-7

 

5.

1. IT maintenance department

2. customer relations department

3. sales and marketing department

4. accounts department

5. human resources department

6.

1. discuss it

2. satisfied

3. charge

4. get back to you

5. damaged

6. opening times

7. hold the line

7.

1. customer number  - f. a reference assigned to each customer by a supplier

2. quote - d. the estimated cost for a job or service

3. enquiry - a. a request for information

4. overcharge - b. charge too high a price for a product or service

5. shipping date - e. the date a customer's order leaves the supplier

6. complaint - c. a statement that something is unsatisfactory

UNIT 7 - VOCABULARY

 

DEPARTMENTS

accounts department - departament de comptabilitat

customer relations department - departament de relació al client

human resources department - departament de R.R.H.H

IT maintenance department - departament de manteniment informàtic

sales and marketing department - departament de vendes i màrqueting

CUSTOMER SERVICE - SERVEI D'ATENCIÓ AL CLIENT

charge - cobrar                                                hold the line - mantenir la linia

complaint - quiexar-se                                    opening times - horaris d'obertura

customer number - número de client              overcharge - cobrar de més

damaged - danyat                                            quote - pressupost

discuss it - debatre                                          satisfied - satisfet

enquiry - consulta                                           shipping date - data d'enviament

get back to you - Et faré saber

COMPLAINTS - QUEIXES

assist - assistir                                                                lost in the post - extraviat

at our expense - a càrrec nostre                                     make a claim - fer una reclamació

check my records - revisa els meu registres                  making a noise - fer un soroll

compensation - compensació                                         missing a part - falta una peça

credited our account - acreditat el nostre compte          refund - reemborsament

defect - defecte                                                               refuse - refusar

doesn't fit - no encaixa                                                    return - retornar

error - error                                                                     suggest - suggeriment

faulty part - peça defectuosa                                          the wrong item - article equivocat

losing business - perdre negocis                                    under warranty - sota garantia

EXTRA

broken - trencat                                                        financial director - director financer

customer satisfaction - satisfacció del client            inappropiate - inapropiat

dissapointed - decebut                                              lose business - perdre negocis

displeased - descontent                                            managing director -  director general

dissatisfaction - insatisfacció                             research and development department - departament I+D

feedback - suport                                                     treatment - tractament

file a lawsuit - presentar uns demanda