Exercicies T7 (Part 1)

5

sales and marketing departament            3

accounts departament                              4

IT maintenance departament                   1

customer relations departament               2

human resources department                   5

1 we managed to fix your hard drive but unfortunately, you need a new motherboard.

2 Your satisfaction is very important to us. i'm very sorry to hear there wa a problem with our service.

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

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

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

6 

1 I think we should discuss it un more detail at our next team meeting

2 We want all our customers to be satisfied whit 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 damaged item for free.

6 Our opening times are from 9 in the morning until 8 in the evening.

7 Don't hang up- hold the line and I'll put you through to the correct department.

7 

A

1 customer number       f

2 quote                          d  

3 enquiry                       a

4 overcharge                  b

5 shipping date              e   

6 complaint                   c

B

a. a request for information

b. charge too high a price for a product or service

c. a statement that something is unsatisfactory

d. the estimated cost for a job or service

e. the date a customer's order leaves the supplier

f. a reference assigned to each customer by a supplier.

Vocabulary Builder 7

Vocabulary Builder 7

DEPARTAMENTS

accounts departament: departament de comptes

customer relations department: departament de relacions amb clients

human resources departament: departament de recursos humans

IT maintenace departament: departament de manteniment de IT

sales and marketing departament: departament de vendes i marketing

CUSTOMER SERVICE

charge: Carregar

complait: Queixarse

customer number: numero de consumidor

damaged: trencat

discuss it: discuteix-ho

enquiry: investigacio

get back to you: tornar a tu

hold the line: aguanta a la linia

opening times: temps de obertura

overcharge: sobrecarregat

quote: presupost

satisfied: satisfet

shipping date: data de enviament

COMPLAINTS

assist: ajudar

at our expense: a costa propia

check my records: comprova el registre

compensation: compensació

credited our accout: acreditat al nostre compte

defect: defecte

doesn't fit: no encaixa

error: error

faulty part: part defectuosa

losing business: perdre negoci

lost in the post: perdut durant el enviament

make a claim: fer una reclamació

making a noise: fer soroll

missing a part: falte una part

refund(n): renvolsar

refuse: rebutjar

return: retornar

suggest: suggerir

the wrong item: el objecte incorrecte

under warranty: fora de garantia

EXTRA!

broken: trencat

customer satisfaction: client satisfet

disappointed: desacord

dissatisfaction: no satisfet

feedback: comentaris

file a lawsuit: presentar una demanda

financial director: director financer

inappropiate: in apropiat

lose business: perdre negoci

managing director: director de mànager

research and development department: departament de recerca i desenvolupament

treatment: tractament

Dialogue 7

 Dialogue

1 

A: Thank you for colling 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 sales and Marketing Departament. 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. What's your c8ustomer number, please?

B: It's SP1289

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

3

A: Hello. I'm calling because I've got a problem with one of the heatsinks you send 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 maintence departament.

I'm sorry the line is busy right now. Let me take your name and number. I'll get a technician to get back to you.

Dialogue 6

 Dialogue 6

A: Good afternoon. Convoy Computers, sarah speaking.
How may i help you?

B: It's Helen Shelby from King College. We've got a problem with our network.

A: Just a moment. I'll put you through to the support technician.

B: OK, thank you

A: Ms Shelby, I'm sorry. I'm afraid that he is unavailable at the moment.

B: Could you ask him to retun my call, please?, It's urgent

A: Of course. Let me take down your name and number. Can you spell your last name please?

B: Yes. It's S-H-E-L-B-Y.

A: Bona tarda. Convoy Computers, estas parlant amb sarah.
com et puc ajudar?

B: soc Helen Shelby de King College. tenim un problema amb la nostra network

A: Un moment. Et passare amb el soport tecnic.

B: vale, gracies.

A: Senyoreta Shelby, ho sento. I'm afraid that he is unavailable at the moment.

B: Li pots dir que me retorni la trucada. Siusplau?, Es urgent!!

A: Clarament. Deixam apuntar el teu nom i el teu numero. Pots repetir el teu cognom siusplau?

B: Si. es S-H-E-L-B-Y.

Vocabulary Builder 6

 Vocabbulary Builder 6

Phone calls

as soon as possible: lo mes rapit posible

avoid: evitar

be careful: tenir cuidado

caller: persona que truca

contact: contacte

dial a number: marcar un numero

engaged: compromesa

extension number: numero d'extensio

no repy: cap resposta

on the line: a la linia

professional: profesional

put you through: fer-te passar

remind: recordar

repeat: repetir

ring back: tornar a trucar

speak up: parlar alt

state: estar

wrong number: numero equivocat

Answering calls and taking messages

cut off: tallar

deal with: tractar amb

expect: esperar

hang up: penjar

in a meeting: a una reunio

interrupt: interumpir

leave a message: deixar un misatge

line is busy: la linia esta ocupada

on holiday: de vacances

out of the office: fora de la oficina

out of town: fora del poble

put you on hold: posa't i aguant

return your call: retorna la teva trucada

spell that: lletreja aixo

take a message: agafar un misatge

take down: enderocar

transfer: transferencia

unavailable: no disponible

urgent: urgent

Extra!

bad connection: mala concecio

call back: tornar a trucar

calling on behalf of: cridar en nom de

clearly: clar

end a conversation: acabar una conversacio

get through: cominicarse

interference: interficie

line is free: linia gratis

offer assitance: asistent de offertes

speak a little more slowly: parla una mica mes lent

take a call: agafar una trucada

voicemail: misatge de beu

would you mind...?:  et faria res?

Dialogue 6

IT Helpline

A: Good morning, Windows Suport. Aritz Buisan. How may i help you?

B: Hello, it's Dave Smith here from CopyShop. Can you tell me if you've got any of the X300 RAM chips in stock?

A: Have you got the item number, please?

B: Yes, it's 15480.

A: Just a moment, Mr Smith, i'll just check for you. Please stay on the line.

B: Sure

A: Thank you for waiting. Yes, we've got 10 of those in stock.

B: Great. i'll come in later this week.

A: Can i help you with anything else today?

B: Yes. Unfortunately, we had a problem with the latest software update you sold us.

A: Oh, I'm sorry to hear that, Mr Smith. I'll put you throught to a support technician.

Dialogue

Dialogue

A: Jhon, here's your work plan for this week. You'll me working off-side. on Monday morning, I want you to go to the post office.

B: OK. Where is it exactly? I don't remember.

A: It's opposite the school. Their computers are very slow. It's probably a virus. Can you do a virus scan and remuve any viruses that are slowing down the system?

B: Sure. Which anti-virus software should i use?

A: Use McAfee. Insert the disc, then follow the instructions on the screen.

Then on Tusday morning, you have to go to the departament store on Albion Street.

B: OK. What's the problem there?

A: They lost some data and they need to recover it.

B: What's the best solution for that?

A: Open the data backup system and copy the lost information onto their system.

B: Right. How do i access their backup system?

A: The password is written on your work plan. Is everything clear?

B: Yes, i think so.