Page 34 exercise 2

Exercise 2: Chose the best response

1- 

     B. Hello, Mark. What can I do for you?

2- 

     A. Oh, I’m sorry to hear that.

3- 

    B. Certainly. Let’s look at the calendar.

4-

    A. I won’t be available on that day. I’ll be busy with staff training.

5- 

    B. I’ve got a staff meeting in the afternoon, but I’m free in the morning.

6-

   A. Yes, I'll write in my diary

 

Vocabulary Unit 8

Page 31 Exercice 4

 Page 31

Exercice 4: Chose the correct answere

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 order. I'll check my records

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

Speaking: Making a complaint

 

(Trucada de telefon)

ring ring ring

E - Hello, this is Eloi from PC Componentes. How can I help you today?

U - Hi, Eloi. This is Unai from Camarasa. I bought a PC two days ago, and now it won’t turn on.

E - Oh, I’m sorry to hear that. Let’s see what might be going on. First, have you tried using a different power cable, just in case the original one is faulty?

U - Yes, I tried another cable, but it still doesn’t work.

E - Alright, no worries, we’ll keep checking. Sometimes it’s something very simple. Could you take a look at the power supply switch on the back of the PC and make sure it’s set to the ON position?

U - Let me check… Oh, it was actually turned off. I’ve switched it on now.

E - Great, that happens more often than you’d think. Now try pressing the power button on the front of the PC again.

U - It’s turning on now! Thank you so much, I thought it was broken.

E - I’m glad it was an easy fix. If you need anything else, feel free to contact us anytime.

U - Thanks again, Eloi. Have a good day.

E - You too, Unai. Take care.

Exercice 5 & 6

Exercice 5: Decide which department maches wyth the buble.

1- We managed to fix your hard drive but unfortunetly, you need a new motherboard

IT maintenance department

2- Your satisfaction is very important to us. I'm very sorry to hear there was a problem with our service.

Customer relations department

3- I can give you a reduction in price if you buy a larger quantity.

Sales and marketing department

4- Please give me the invoice number and I'll check what the prices were.

Accounts department

5- I'm planning a staff training programme for all our new employees.

 Human resources department

Exercice 6: Copy and complete the sentences.

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 

4- I'm sorry, the line is busy, I'll ask her to hold the line as soon as posible

5- The company will replace the 

6- Our opening time are from 9 in the morning until 8 in the evening

7- Don't hang up - get back to you and I'll pu your trhugh in thr correct department 

 Vocabulary Unit 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 informàtic

sales and marketing department - departament de vendes i màrqueting

Customer Service

Charge - càrrec / cobrar

Complaint - queixa

Customer number - número de client

Damaged - danyat

Discuss it - comentar-ho

Enquiry - consulta

Get back to you - tornar-te a contactar

Hold the line - mantingues la línia

Opening times - horaris d’obertura

Overcharge - cobrar de més

Quote - pressupost

Satisfied - satisfet

Shipping date - data d’enviament

Complaints

Assist - ajudar

At our expense - a la nostra despesa / càrrec nostre

Check my records - revisar els meus registres

Compensation - compensació

Credited our account - abonat al nostre compte

Defect - defecte

Doesn't fit - no encaixa / no va bé

Error - error

Faulty part - peça defectuosa

Losing business - perdre negoci / clients

Lost in the post - perdut pel camí / al correu

Make a claim - fer una reclamació

Making a noise - fa soroll

Missing a part - falta una peça

Refund (n) - reemborsament

Refuse - rebutjar

Return - retornar / devolució

Suggest - suggerir

The wrong item - l’article equivocat

Under warranty - en garantia

Extra!

Broken - trencat

Customer satisfaccion - satisfacció del client 

Dissapointed - decebut

Displeased - descontent

Feedback - opinió

File a lawsiute - presentar una demanda 

Financial director - director financer 

Inappropiate - inapropiat

Lose business - perdre negoci / clients 

Managing director - director general 

Research and development department - departament d’investigació i desenvolupament 

Treatment - tracte 

 

Listening Page 25