UNIT 8 - PAGE 34 EX 2

 UNIT 8 - PAGE 34 EX 2

1.

    A: Hello Is that Mrs Brody? This is Marck Brown, Geraldine Marden's administrative assistant at                Compusafe

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

2.

    A: Well, unfuntunaly Mrs Marsden iss ill, so she won't be at work for three days.

    B: Oh, I'm sorry to hear that.

3.

    A: The problem is. she won't be able to make it to the meeting you arranged for tomorrow. Can we             reschedule it?

    B: Centranly. Let's look at the calendar.

4.

    A: What date is convenient for you? How about Tuesday, 5th January?

    B: I won't be available on that day. I'll be bus with staff training.

5.

    A: I see. Mrs Marsden will also be free on Wednesday, 6th January. Would that suit you.

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

6.

    A: Great! Will 11 o'clock in the morning be OK?

    B: Yes, I'll write it in my diary.

VOCABULARY UNIT 8 - KAITO BONET

  VOCABULARY UNIT 8 - KAITO BONET

ARRANGING A MEETING - ORGANITZAR UNA REUNIÓ

attend the meeting - atendre a la reunió                    light refreshements - refrigeris

break - descans                                                          make arrangements - organitzar

busy - ocupat                                                             pack - paquet

check your calendar - revisar el calendari                 participants - participants

confirm - confirmar                                                   previous commitment - compromís anterior

convenient - convenient                                            schedule - horari

equipment - equipament                                           sharp - hora exacta

free - lliure                                                                take place - tenir lloc

give a presentation - donar una presentació             tied up - lligat

hold a meeting - tenir una reunió                             video conference - video conferencia

RESCHEDULING - REPROGRAMAR

alternative date - data alternativa                                    leave urgently - marxar urgentment

appointment - cita                                                           participate - participar

arrange - organitzar                                                         postpone - pospondre

cancel - cancel·lar                                                           reorganise - reorganitzar

feel ill - estar malalt                                                       reschedule - reprogramar

get lost - perdre's                                                             running late - anar tard

got the dates mixed up - tenir les dates barrejades         suit - demanda

held up in a traffic jam - aturat en trànsit                       switch - canvi

TIME - TEMPS

half past - i mitja                      quarter past - i quart                                        ten past - i deu

o'clock - en punt                      quarter to - menys quinze                                twenty to - menys vint

EXTRA!

absent - absent                                        make it - has pogut venir

adjourn - ajornar                                     minutes - actes

boardroom - sala de juntes                     punctual - puntual

chairperson - president                           verify - verificar

conference call - videoconferència        vote - votar

delay - retard                                          wrap up - acabar

instead - en lloc de

Speaking: Making a complaint - Gerard & Kaito

A: Gerard        B: Kaito

Speaking: Making a complaint - Gerard & Kaito

B: Hi, Tom speaking from customer relations. What are you calling us for?

A: Hi Tom, I’m Jake Ronalds, I’m calling from Magic Electrics, we want to make a complaint about the product we ordered.

B: OK. What is the product that you have issues with? Could you tell me your invoice number, please?

A: We had issues with the Intel Pentium processor, the invoice number is 007865

B: Sorry, could you also tell me your customer number?

A: My hands shall relish showing you my customer number is ME357

B: Thank you sir. Now, what issue exactly did you have with our processor?

A: The problem is that the fan and the cooling system of the processor doesn't work properly, making it practically useless.

B: Is your product under warranty, mister?

A: Yes, is also under warranty, we ordered the product two weeks ago, and it should have it at least one year after the delivery date

B: Oh, I’m sorry to hear that, then it must be our problem. The product might've arrived with a defect from our company. Would you rather a refund or a compensation for it?

A: I prefer having a refund please, i’d rather buying another model, maybe a more powerful one

B: I understand. We’ll send you the money next Monday. And please, make sure to not throw away the broken processor. We’ll pick it up.

A: For sure, we will put the product back in the original packaging to give it back.

B: Very nice of you, mister. Thank you for calling us and sorry for the problems.

A: Thanks to you Jake, goodbye!

UNIT 7 - PAGE 31 EX 4-8

  UNIT 7 PAGE 31 EX 4-8 - KAITO BONET

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

 UNIT 7 PAGE 29 EX 5-7 - KAITO BONET

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

 VOCABULARY UNIT 7 - KAITO BONET

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                                                  

UNIT 6 PAGE 27 EX 5-8

 UNIT 6 PAGE 27 EX 5-8 - KAITO BONET

5.

1. She's out of town in an IT conference.

2. She's in a meeting with the software developers.

3. He's on holiday in the Alps for two weeks.

4. I'll get a pen and take down your full name.

5. I'm sorry we got cut off earlier.

6. please don't hang up.

7. Can you please wait a moment while I put you on hold?

8. can I leave a message?

9. Could I take a message for Tony.

6.

1. It means their line is busy

2. How do you spell that.

3. I'm sorry to interrupt your meeting.

4. she's out of the office

5. Shall I ask him to return your call later.

7.

1. unavailable  - e. can't be connected.

2. transfer - c. pass a call on to someone else.

3. deal with - d. take action to do something

4. urgent - a. need immediate atention.

5. expect - b. believe someone or something will arrive soon.

8.

1. Will Samuels called this morning while you were in a meeting.

2. He left a message.

3. he needs an urgent solution.

4. I told him you would deal with his problem.

5. you would return his call after your meeting.

6. I took down his mobile number.