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