UNITAT : 8 EX 5-9 PAGE 35

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

1. I can't make the desingers meeting on Tuesday. Can we ..... the meeting, please?

b) reschedule

2. We don't need to meet because we've already discussed everything. Let's ..... the meeting.

b) cancel

3. Katie will be in the office on the 29th. Would that.... you?

a) suit

4. I won't be able to .... in the auto apps conference because of a previous commitment.

b) participate

6. Listen and repeat the words and phrases in colour. Then match A to B to form sentences.

1. Let's llok for an alternative date. C

2. Michael is on the phone and needs directions because. D

3. Diana Michaels is held up in trafic jam because. E

4. Mr Kelly had to leave the office urgently because. A

5. Greg came for his appointment with the network administrator on the wrong day because. F

6. We'll have to start the meeting at 2.30 instead of 2.00 because. B

7. Listen and repeat the words and phrases in colour. Then match the clocks to the correct times.

1. It's half past two. B

2. It's quarter past eight. D

3. It's five o'clock. A

4. It's quarter to six. C

5. It's ten past nine. F

6. It's twenty to seven. E

8. Look at the clocks and write the times.

1.  It's quarter past ten

2. twenty to four

3.  ten past five

4. half past twelve

5. ten to six

6.

9.  Complete the text messages with the word below.

1.  running late

2.

3. 

4.

5. appointment

6.

7. arrange

Speaking

 

Aleix & Oumayma

Oumayma: Hi, I’m calling about order #PC-00031. The pre-built PC I received won’t turn on at all.

Aleix: I’m really sorry to hear that. I’ve checked your order, and since it arrived defective, it’s fully covered by the warranty.

Oumayma: Good to know. What can we do?

Aleix: We can offer you a full refund or send you a replacement at no extra cost. All return shipping is covered.

Oumayma: I’d prefer a replacement.

Aleix: Great. I’ll create a new order, the #PC-00032. You’ll receive a prepaid return label by email. Once the defective unit is scanned by the courier, we’ll ship your new PC.

Oumayma: How long will the replacement take to arrive?

Aleix: Usually 2–3 business days after shipment. We’ll also send you tracking information.

Oumayma: Perfect, thanks for the quick help.

Aleix: You’re welcome. We’ll make sure you get a working system as soon as possible.

Rescheduling Meetings 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 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

UNITAT 7 : page 31 Ex 4-8

 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. Yes

2. No

3. No

4. Yes

5. No 

6. Yes

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 refund .

2. I want  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. Relation representative

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

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

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

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

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

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

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

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.

Unitat 7: Ex 5-7 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