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)