Working with Vocabulary Pag 33 Ex 5,6,7,8

 5. 

1. tied up

2. hold a meeting

3. give a presentation

4. make a meeting

5. check your calendar

6. take place

6.

1. a. No, I'm afraid i'll be tied up all day

2. b. Just a moment, i'll check the calendar

3. a. Yes, all the members of the customer relations department.

4. a. I'm sorry. I alredy have something planned.

5. a. Let's look for another date that is convenient for us both.

6. a. You'll learn a lot of essential information

7. b. Not yet, I have to check when Ms Carson is available.

8. b. Don't worry. We can rearrange for another day.

7. 

1. video conference

2. sharp

3. light refreshments

4. equipment 

5. pack

6. break

8. 

1. time

2. busy

3. later

4. food and drinks

5. free

6. stop

Dialogue 7

A: Thank you for calling Pccomponentes. How can I help you? 

B: Hello, i have a problem with my keyboard.

A: I'm sorry to hear that. Can you describe the problem, please?

B: Yeah, when i press a key it doesn't write it.

A: Ok, try to unplug and plug in the keyboard.

B: Ok... Nope, still doesn't work.

A: I see, i will send a techinican to solve the problem.

B: Ok, thank you!

Working with Vocabulary Pag 31

Ex 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.

Ex 5

1.                                                                      

2.

4.

6.

Ex 6

1. refund

2. compensation

3. faulty part

4. losing business

5. making a noise

6. doesn't fit

Ex 7

1. Customer Relations Representative

2. Customer Relations Representative

3. Customer

4. Customer Relations Representative

5. Customer

6. Customer Relations Representative

7. Customer

8. Customer Relations Representative

Ex 8 

1. return

2. under waranty

3. refused

4. compensation

5. refund

6. make a claim

Vocabulary Unit 7

DEPARTAMENTS                                   

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 carregar

complaint = queixa

customer number número de client

damaged espatllat

discuss it = discutir-ho

enquiry = consulta

get back to you = tornar a tu

hold the line = mantenir la línia

opening times = horari d'obertura

overcharge = sobrecàrrec

quote = cita

satisfied = satisfet

shipping date = data d'enviament

COMPLAINTS                                             

assist = assistir

at our expense = a costa nostra

check my records = comproveu els meus registres

compensation = compensació

credited our account = abonat al nostre compte

defect = defecte

doesn't fit = no encaixa

error = error

faulty part = part faltant

losing business = perdre negoci

lost in the post = perdut a la publicació

make a claim = fer una reclamació

making a noise = fent soroll

missing a part = falta una part

refund (n) = reemborsament 

refuse = rebutjar

return = tornar

suggest = suggerir

the wrong item = l'article equivocat

under warranty = sota garantia

Extra!

broken = trencat

customer satisfaction = la satisfacció del client

disappointed = decebut

displeased = disgustat

dissatisfaction = insatisfacció

feedback = comentaris

file a lawsuit = arxiva una demanda

financial director = director financer

inappropite = in-apropiat

lose business = perdre negocis

managing director = director gerent

research and development department = departament de recerca i desenvolupament

treatment = tractament

Dialogue Unit 7

Dialogue 7 Customer Service Pag 28

 1. 

A: Thank you for calling World of Computers. How can i help you?

B: Hello. I'm interested in purchasing a number of laptops or tablets. We need them for our school

A: Please hold the line. I'll put you through to our marketing department. What's your name, please?

B: It's Mrs Simpson

2. 

A: Good morning. May I ask what the problem is, please?

B: Yes, I think I've been overcharged for the scanners we ordered.

A: I'm sorry about that. Wjat's your customer number, please?

B: it's 128219

A: OK, hold on and I'll put you through to the accounts department. They'll be with you shortly.

3.

A: Hello. I'm calling because I've got a problem with one of the heatsinks you gave us.

B: I'm sorry to hear that. Can you describe the problem, please?

A: When I start the computer, it doesn't turn on.

B: Oh, I see. Please hold the line and I'll put you through to the IT maintenance department. I'm sorry the line is busy right now. Let me take your name and number. I'll get a technician to get back you.