Exercises page 31

4 Listen and repeat the departments in colour. Then choose the correct answer.

1. Thank you for calling. I'll be happy to refuse/assist you again in the future.

2. I don't know what to do. What do you suggest/return?

3. I can't remember exactly what do you ordered. I'll check my records/make a claim.

4. The order hasn't arrived yet. It must be under warranty/lost in the post.

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

1. a. The prices on the invoice are too high.

        There must be an error.   

    b. The prices on this invoice are incorrect.

2. a. They credited our account after they had overcharged us.

    b. They put us through to the accounts department because they had overcharged us.

3. a. You sent us the wrong item.

    b. I hadn't ordered the item you sent us.

4. a. We'll replace the tablet at our expense.

    b. We'll pay for replacing the tablet.

5. a. The equipment you sent us is missing a part.

    b. You've sent us more parts than we need.

6. a. This keyboard has got a defect, so it will have to be replaced.

    b. This keyboard will have to be replaced because there's something wrong with it.

6 Listen and repeat the departments in colour.

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 that fan. It's making a noise.

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

7 Read

1.

2.

3. C

4. 

5. C

6.

7. C

8. C

Exercises page 29

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

1. We managed to fix your hard drive but unfortunateley, you need a new motherboard.

1 IT maintenance department

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

2 customer relations department

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

3 sales and marketing department

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

4 accounts department

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

5 human resources department

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

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

2. We want all our customers to be satisfied with 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 time 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 Listen and repeat the words in colour in A. Then match them to their definitions in B.

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 3

b. charge too high a price for a product or service 4

c. a statement that something is unsatisfactory 6

d. the estimated cost for a job or service 2

e. the date a customer's order leaves the supplier 5

f. a reference assigned to each customer by a supplier 1

Unit 7 Vocabulary

 

Unit 7 Vocabulary

DEPARTMENTS

accounts department = departament de comptes

IT maintenance department = departament de manteniment informàtic

customer relations department = departament de relacions amb clients

sales and marketing department = departament de vendes i màrqueting

human recources department =  departament de recursos humans

CUSTOMER SERVICE

charge = carregar                                                          hold the line = aguantar la línia

complaint = denúncia                                                    opening times = horaris d'obertura

customer number = número de client                           overcharge = sobrecàrrega

damaged = danyat                                                        quote = quota

discuss it = discutir-ho                                                  satisfied = satisfet

enquiry = consulta                                                        shipping date = data d'enviament

get back to you = tornar a tu

COMPLAINTS

assist = assistir                                                                lost in the post = perdut a la publicació

at our expense = a costa nostra                                      make a claim = fer una reclamació

check my records = comproveu els meus registres        making a noise = fent soroll

compensation = compensació                                         missing a part = falta una part

credited our account = abonat al nostre compte             refund (n) = reemborsament

defect  = defecte                                                              refuse = rebutjar

doesn't fit = no encaixa                                                    return = tornar

error = error                                                                     suggest = suggerir

faulty part = part defectuosa                                            the wrong item = l'article equivocat

losing business = perdre negocis                                    under warranty = sota garantia

Extra!

broken = trencat                                                              financial director = director financer

customer satisfaction = satisfacció del client                  inappropiate = inadequat

disappointed = decebut                                                   lose business = perdre negocis

displeased = disgustat                                                    managing director = director gerent

dissatisfaction = insatisfacció

research and development department = departament de recerca i desenvolupament

feedback = comentaris                                                   treatment = tractament

file a lawsuit = presentar una demanda

Departments in a company:

Sales and Marketing Department (Departament de Vendes i Màrqueting):

For quotes, purchases and order enquiries.

(Per a pressupostos, compres i consultes d'ordres)

IT Maintenance Department (Departament de Manteniment Informàtic):

For software or hardware problems. 

(Per a problemes de programari i maquinari)

Accounts Department (Departament Contable):

For financial matters such as invoices, problems with pircing and contracts.

(Per problemes financers com ara factures, problemes de preus i contractes)

Human Resources  Department (Departament de Recursos Humans):

Callers interested in employment.

(Per a persones interessades en un lloc de treball)

Customer Relations Department (Departament de Relacions amb els Clients):

Complaints about damaged or incorrect products.

(Queixes sobre productes danyats o incorrectes)

Exercises page 27

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

1. I'm afraid Mrs Philips isn't in the office. She's out of town at an IT conference.

2. I'm sorry, but Miss Lyons is busy. She's in a meeting with the software developers. As soon as they finish, I'll tell her you phoned.

3. I'm afraid Mr Brown isn't here. He's on holiday in the Alps for two weeks. He'll be back on the 20th.

4. Just a moment, I'll get a pen and take down your full name and mobile number.

5. I'm sorry we got cut off earlier. My battery ran out.

6. Just a moment. I'll see if Mr Jeffries is in his office or out on-site - please don't hang up.

7. I'll see if Miss Hart can take your call. Can you please wait a moment while I put you on hold?

8. Mrs Banks isn't on-site today - can I take a message?

9. Could I leave a message for Tony? Please tell him I'll be out this afternoon testing the new software at the sports centre.

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 later today?

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

A

1. unavailable e

2. transfer c

3. deal with d

4. urgent a

5. expect b

B

a. needs immediate attention. 4

b. believe that someone or something will arrive soon. 5

c. pass a call on to someone else. 2

d. take action to do something. 3

e. can't be contacted. 1

8 Choose the correct answer.

Will Samuels Called this morning while you were 1. on holiday/in a meeting. He 2. left/took a message saying that he has lost half of his client data and he needs an 3. urgent/unavailable solution. I told him you would 4. hang up/deal with his problem as soon as possible and that you would 5. return/transfer his call after your meeting. I 6. cut off/took down his mobile number in case you haven't got it. It's 093-425555.

Exercises page 25

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

1. Her presentation was very professional. She did a bad/good job.

2. The shop must be open/closed. There's no reply.

3. I will/won't be careful when I input the data.

4. She must be busy/free. The line is engaged.

5. There's a caller outside/on the phone waiting to speak to you.

6. Can you please speak up? I can't see/hear you very well.

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

1. Sorry, what did you say? Can you repeat that, please?

2. Your mother rang an hour ago -you need to contact her immediatley.

3. One moment, please, I'll put you through to Mr Wright now.

4. This is not St Ann's Hospital. You've got the wrong number.

5. To dial a number abroad, put an 01 before 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. The words in colour are in the wrong sentences. write the sentences correctly in your notebook.

1. I need to speak to Betty as soon as possible. It's really important.

2. Can you ask Mrs Ford to ring back tomorrow? I'm too busy to talk to her today.

3. I've got a client on the line who wants to speak to the manager.

4. Try to avoid speaking too loudly on the phone.

5. Can you remind Ms Burns to prepare the invoice for Dell's Computer Shop?

8 Match A to B

A

1. If there's no reply from his office phone, a

2. Miss Scott is on the line for you. e

3. Avoid letting the phone ring a lot. f

4. They've tried to contact you several times, c

5. Before you dial the number, d

6. His line is engaged, b

B

a. he's probably working off-site. 1

b. so I'll phone him later. 6

c. so call them as soon as possible. 4

d. press 9 for an outside line. 5

e. She needs to place an order. 2

f. Answer it quickly. 3

If there's no reply from his office phone, he's probably working off-site.

Miss Scott is on the line for you. She needs to place an order.

Avoid letting the phone ring a lot. Answer it quickly.

They've tried to contact you several times, so call them as soon as possible.

Before you dial the number, press 9 for an outside line.

His line is engaged, so I'll phone him later.

Unit 6 Vocabulary

 

Unit 6 Vocabulary

PHONE CALLS

as soon as possible = tant aviat com sigui possible          on the line = a la línia

avoid = evitar                                                                     professional = professional

be careful = aneu amb compte                                          put you through = fer-te passar

caller = persona que truca                                                 remind = recordar

contact = contacte                                                             repeat = repetir

dial a number = marca un número                                    ring back = torna a trucar

engaged = compromesa                                                   speak up = parla

extension number = número d'extensió                            state = estat

no reply = cap resposta                                                    wrong number = número incorrecte

ANSWERING CALLS AND TAKING MESSAGES

cut off = tallat                                               out of town = fora de la ciutat

deal with = tractar amb                                put you on hold = posar-te en espera

expect = esperar                                         return your call = torna la teva trucada

hang up = penjar                                         spell that = lletreja això

in a meeting = en una reunió                      take a message = agafar un missatge

interrupt = interrompre                                take down = baixar

leave a message = deixa un missatge        transfer = transferència

line is bussy = la línia està ocupada           unavailable = no disponible

on holiday = de vacances                           urgent = urgent

out of the office = fora de l'oficina

Extra!

bad connection = mala connexió                         line is free = la línea és gratuïta

call back = tornar a trucar                                    offer assistance = oferir assistència

calling on behalf of = cridant en nom de

speak a little more slowly = parla una mica més lentament

clearly = clarament                                              take a call = prendre una trucada

end a conversation = acabar una conversa        voicemail = bústia de veu

get through = passar                                           Would you mind...? = t'importaria...?

interference = interferència