Vocabulary Builder 8

 ARRANGING A MEETING

attend the meeting:    assistir a la reunió                        light refreshments: refrigeri lleuger

break: pausa                                                                   make arrangements: organitzar-ho tot

busy:   ocupat                                                                 pack: fer la maleta

check your calendar: comprovar l’agenda                     participants:  participants

confirm:  confirmar                                                       previous commitment: compromís previ

convenient:  convenient                                                schedule: planificar

equipment:  equipament                                                sharp:    en punt                                                             

free:      disponible                                                         take place: tenir lloc

give a presentation:  fer una presentació                      tied up: enfeinat

hold a meeting:    celebrar una reunió                          video conference: videoconferència

RESCHEDULING

alternative date: data alternativa                                                                     leave urgently: marxar d’urgència

appointment: reunió programada                                                                    participate: participar

arrange:  organitzar                                                                                         postpone: posposar

cancel:   cancel·lar                                                                                           reorganise:  reorganitzar

feel ill:  trobar-se malament                                                                            reshedule: reprogramar

get lost:  perdre’s                                                                                            running late:  arribar tard

got the dates mixed up:    confondre les dates                                               suit: anar bé

held up in a traffic jam:    quedar atrapat en un embús de trànsit                  switch:  canviar

 TIME

half past: dos quarts de                   quarter past:   un quart de                       ten past: deu minuts passats de

o'clock: en punt                                   quarter to:  tres quarts de                    twenty to:  vint minuts per a

Working witch Vocabulary 31

 4 . Listen and rerpeat  the words in colour. Then choose the correct answer.

1. Thank you for calling.I'II 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'II check my records.

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

5.  Listen and rerpeat  the words in colour. Which pairs of sentences have got a similar meaning?

1. 

2.

3.

4.

5.

6.

6. Listen and rerpeat  the words in colour. Then copy and complete the sentences.

1. If the product is in its original box, i can give you a full making a noise .

2. I want refund compensation for the incovenience you have caused me.

3. We finally found what what was causing the problem. it was a faulty part.

4. There's a lot of competition in this area, so our compan has been losing business.

5. Check that fan. it's making a noise.

6. This part doesn't fit where it's supposed to.

7. Read the sentences . Which are said by a customer? Which are said by a customer relations representative?

1. Of course. We'II credit  your account.CR

2. You can return the items by post at our expense. CR

3.Is theis product under warranty bfor a year? CR

4.We'II have to open the computer to see if there's any damage inside. C 

5. I'm very angry.i'm going to make a claim. C

6.  I apologise for the error. We'll send you the correct items immediately. CR

7. When i opened the box, i saw that the camera was missing a part! C

8. We refuse to pay because we received incorrect items. C

8. Read the complaint record. complete the sentences witch the words and phrases below.

Customer Timothy moors tried to return a smartphone saying it had a defect.It looked like it had been dropped because the screen was also damaged.

C Then customer bought the product from us over a year ago in June 2016, so it is no longer under warranty

I was very polite witch Mr Moors, but I refused to  give him a refund or offer him compensation.

The customer was not satisfied and said he would make a claim witch head office. i gave him the  contact details.

Activity 5,6,7 page 29

 Working With Vocabulary

5. Listen and repeat the departments in colour. Then decide which department matches each speech bubble below.

1. IT maintenance department

2. Customer relations departament

3. Sales and marketing department

4. Accounts department

5. Human resources department

6. Listen and repeat the word in colour.Then copy and complete the sentences.

1. discuss it

2. satisfied

3. charge

4. get back to you

5. damaged

6. opening times

7. hold the line

7. Listen and repeat the words in colour in A. Then match them to their definitions in B.

1. customer number F

2. qoute D

3. enquiry A

4. overcharge B

5. shipping date E

6. complaint C

YOUR TURN 

1. Jerry 

2. Database

3. Client 's information

4. Tomorrow morning 

5. 9 am

7 Vocabulary Builder PAGE 123

 DEPARTMENTS

accounts departament: department de comptabilitat        

  IT maintenance department: Departament de manteniment informàtic                                        customer relations department:    Departament d’atenció al client                                 

 sales and marketing department : Departament de vendes i màrqueting

human resources department: Departament de recursos humans

CUSTOMER SERVICE

charge: cobrar                                                    hold the line: mantingui’s a la línia

complaint :   reclamació                                    opening times: horari d’obertura

customer number:  número de client                 overcharge: cobrar de més

damaged: danyat                                                quote: pressupost

discuss it:   comentar-ho                                   satisfied: satisfet

enquiry:  consulta                                              shipping date: data d’enviament

 get back to you: posar-me en contacte amb vostè de nou

COMPLAINTS

assist: ajudar                                                                   lost in the post: perdut durant l’enviament

at our expense: a càrrec nostre                                       make a claim:presentar una reclamació

check my record:  comprovar el meu historial              making a noise:fa soroll

compensation: compensació                                          mising a part: falta una peça

credited our account: han abonat el nostre compte        refund (n): reemborsament

defect: defecte                                                                refuse:refusar

doesn't fit: no va bé                                                        return: retornar

error: error                                                                      suggest: suggerir

faulty part: peça defectuosa                                            the wrong item:el producte equivocat

losing business:  perdent negoci                                     under warranty:en garantia

Extra! 

broken:  trencat                                                financial  director : director financer

customer satisfaction: satisfacció del clie        inappropriate:  inadequat                     

diappointed: decebut                                        lose business:  perdre negoci                 

displeased: insatisfet                                         managing director: director general

dissatisfaction: insatisfacció                             research and development department: departament de recerca i desenvolupament

feedback:   opinions                                           treatment: tractament

file a lawsuit: presentar una demanda

Working With Vocabulary Ex 5,6,7,8, page 27

 5. Listen and repeat the phrases in colour.Then choose the correct phrase to complete each sentence.

1. Out of town

2. In a meeting

3. Holiday

4. Take down

5. Cut off

6. Hang up

7. Put you on hold

8. Take a message

9. Leave a message

6.  Listen and repeat the words  in colour. Then copy and complete the sentences.

1. When someone is speaking on the phone, it means their line is busy.
2. How do you spell that = is it J-U-D- Y or J-U-D-I ?
3. I'm sorry to interrupt your meeting, but you have a call from your daughter. She says it's important.
4. Mrs Rose isn't at her desk; she's out of the office.
5. Mr Davies is busy at the moment. Shall I ask him to return your call.

7. Listen and repeat the words in colour in A. Then match them to their definitions in B.

1. E
2. C
3. D
4. A
5. B

8. Choose the correct answer.

1. on holiday
2. left
3. urgent
4. deal with
5. return
6. took down

EX 5,6,7,8 PAGE 25

 5. Listen and repeat the words in colour. Then choose the correct answer.

1. Her presentation was very professional. She good job.
2. The shop closed. There's no reply.
3. I will be careful when i input the data.
4. She must be busy. Then line is engaged.
5. Theren's a caller on the phone waiting to speak to you.

6. Listen and repeat the words in colour.Then copy and complete the sentences.

1. Sorry, want did you say? Can you repeat that, please?
2. Your mother rang an hour ago-you need to contact her immediately.
3. On moment,please,l'll put you thtrough to Mr Wright now.
4. This in not St Ann's Hospital.You've got the Wrong number.
5. To dial a number abroad, put an 01 befor the number.
6. From Monday, my new extension number will be 8015.
7. When you answer a phone call, state the name of the company.

7. Listen and repeat the words in colour.Then words in colour are in the wrong sentences.Write the sentences correctly in your notebook.

1. I need to speak to Betty on the line.it's realy important.ASAP
2. Can you ask Mrs Ford to avoid tomorrow? i'm toobusy to talk to her today.Riag back
3. I've got client as soon as possible who wants o speak to the manager. on the line
4. Try to remind speaking too loudly on the phone. Avoid
5. Can you ring back Ms Burns to prepare the invoice for Dell's Computer shop? remind

8. Match A to B

1. a

2. e

3. f 

4. c

5. d 

6. b

6 VOCABULARY BUILDER

 PHONE CALLES

as soon as possible: tal aviat com sigui possible      on the line: en linia

avoid:   evitar                                                             professional: professional

be careful:  vés al compte                                          put you througt:  connectarte

caller:   trucan                                                            remind: recordar

contact:  contactar                                                      repeat: repetir

dial a number: marcar un número                            ring back: tornar a trucar

engaged: ocupat                                                        speake up: parlar més fort

extension number:   número d'extensió                   state: declarar

no reply: no respon                                                   wrong number: número equivocat

ANSWERING CALLS AND TAKING MESSAGES

cut off: quedarse sense linia                  out of town: fora de la ciutat

 deal with: gestionar                              put you on hold: posarte en espera

expect: esperar                                       return your call: torna la trucada

hang up:  penjar el telefon                     spell that: 

in a meeting: in una reunió                    take a message: prendre un missatge

leave a message:  deixar un missatge    take down: apuntar

line is busy: la linia esta ocupada          transfer: passar la trucada

on holiday:  de vacances                       unavailable: no disponible

out of the office: fora de l'oficina         urgent: urgent

EXTRA!

bad connection: mala conexió                            line is free: la linia esta lliure

call back:  torna a trucar                                     offer assistance: oferir assistència

calling on behalf of: trucant en nom de             speak a little more slowly: parla una mica més poc a poc

clearly:  clarament                                              take a call: atendre una trucada

end a conversation:  acabar una conversa         voicemail: missatge de veu

get throght:   comunicar                                      would you mind? et faria res

interference: interferències