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

Listening Page 25

 

Page 25 EX. 5 - 8

Exercici 5

1. She did a good job

2. The sho must be closed

3. I will be careful

4.  She must be busy

5. There's a caller on the phone

6. I can't hear you very well

Exercici 6

1. Can you repeat that please?

2. You need to contact her immediately

3. I'll put you thorugh Mr. Wright now

4. You've got the wrong number

5. To dial a number abroad, put an 01 before the number

6. My new extension number will be 8015

7. State the name of the company

Exercici 7

1. I need to s'eak to Betty as soon as possible.

2. Can you ask Mrs Ford to ring back tomorrow?

3. I've got a client on the line

4. Try to avoid speaking too loudly on the phone.

5. Can you remind Ms Burns...

Exercici 8

1. If there's no reply from his office phone, he's problably working off-site. a.

2. Miss Scott is on the line for you. She needs to place an order. e.

3. Avoid letting the phone ring a lot. Answer it quickly. f.

4. They've tried to contact you several times, so call them as soon as possible. c.

5. Before you dial the number, press for an outside line. d.

6. His line is engaged, so I'll phone him later. b.

Page 27 EX. 5 - 8

 

 Exercice 5

1- out of town

2- out of town

3- on holiday

4- take down

5- cut off

6- take down

7- put you on hold

8- take a message

9- leave a message

Exercice 6

1- line is busy

2- spell that

3- interrupt

4- out of the office

5- return your call

Exercice 7 

1-e

2-c

3-d

4-a

5-b

Exercice 8

1- in a meeting

2- left

3- urgent

4- deal with

5- return

6- took down

Vocabulary Unit 6

 

Phone calls:

as soon as possible – tan aviat com sigui possible

 avoid –evitar 

be careful – vés amb compte 

caller – persona que truca 

contact – contactar 

dial a number – marcar un número 

engaged – ocupat (línia) 

extension number – número d’extensió 

on the line – en línia 

professional – professional 

put you through – passar la trucada 

remind – recordar 

repeat – repetir 

ring back – tornar a trucar 

speak up – parlar més fort 

state – indicar / dir 

no reply – no respon 

wrong number – número equivocat

Answering calls and taking messages:

cut off – tallar-se la trucada 

deal with – gestionar / tractar 

expecting – esperant (una trucada) 

hang up – penjar 

in a meeting – en una reunió 

interrupt – interrompre 

leave a message – deixar un missatge 

line is busy – la línia està ocupada 

on holiday – de vacances 

out of the office – fora de l’oficina 

out of town – fora de la ciutat 

put you on hold – posar en espera 

return your call – tornar la trucada 

spell that – lletrejar això 

take a message – prendre un missatge 

take down – apuntar 

transfer – transferir la trucada 

unavailable – no disponible 

urgent – urgent

Extra!

bad connection – mala connexió 

call back – tornar a trucar 

calling on behalf of – trucant en nom de 

clearly – clarament 

end a conversation – acabar una conversa 

get through – aconseguir contactar 

interference – interferències l

ine is free – la línia està lliure 

offer assistance – oferir ajuda 

speak a little more slowly – parlar una mica més a poc a poc 

take a call – agafar una trucada 

voicemail – bústia de veu 

Would you mind – et faria res…