Page 35 Exercices

 Exercice 5

1. reschedule

2. cancel

3. suit

4. participate

Exercice 6

1. c

2. d

3. f

4. a

5. b

6. e

Exercice 7

1. b

2. d

3. a

4. e.

5. f

6. c

Exercice 8

1. It's quarter past ten

2. It's twenty to four

3. i'ts ten past five

4. I'ts half past twelve

5. I'ts ten to six

6. I'ts twenty-five to five

Exercice 9

1. postpone

2. running late

3. I'm held up in a traffic jam

4. reorganise

5. appointment

6. feels ill

7. arrange

Rescheduling meetings

 Pag 34 ex 2

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?

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.

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

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

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.

A. Great! Will 11 o'clock in the morning be OK?

B. Yes, I'll writhe it in my diary

Vocabulary Unit 8

 Arranging a Meeting

Attend the meeting: Atendre a la reunio

Break: Descans

Busy: Ocupat

Check your calendar: Revisa el calendari

Confirm: Confirmar

Convenient: Convenient

Equipment: Equipament

Free: Disponible

Give a presentation: Fer una presentació

Hold a meeting: Fer una presentació

Light refreshments: Un refrigeri

Make arrangements: Fer els preparatius

Pack: Paquet

Participants: Participants

Previous commitment: Compromis previ

Schedule: Horari

Sharp: Puntual

Take place: Tindra lloc

Tied Up: Sense disponibilitat

Video conference: Video conferencia

Rescheduling

Alternative date: Data alternativa

Appointment: Cita

Arrange: Organitzar

Cancel: Cancelar

Feel ill: Trobar-se malament

Get lost: Perder-te

Got the dates mixed up: Confondre't amb les dates

Held up a traffic jam: Aguantar el trafic

Leave ... urgently : 

Participate: Participar

Postpone: Aplazar

Reorganise: Reorganitzar

Reschedule: Canviar la data

Running late: Arribar tard

Suit: Traje

Switch: Canviar

Time

Half past: "y media"

Quarter past: "y quart"

Ten past: "deu minuts despues"

o'clock: "en punt"

Quarter to: "a les"

Twenty to: "veinte a"

Extra!

Absent: Ausente

Adjourn: Aplazar

Boardroom: Sala de juntas

Chairperson: Presidente

Conference call: Teleconferencia

Delay: Atrasar

Instead: En canvi

Make it: Hazlo

Minutes: Minuts

Punctual: Puntual

Verify: Verificar

Vote: Votar

Wrap up: Concluir

Speaking: Making a complaint

B: Hi, Tom speaking from customer relations. What are you calling us for?

A: Hi Tom, I’m Jake Ronalds, I’m calling from Magic Electrics, we want to make a complaint about the product we ordered.


B: OK. What is the product that you have issues with? Could you tell me your invoice number, please?


A: We had issues with the Intel Pentium processor, the invoice number is 007865

B: Sorry, could you also tell me your customer number?

A: My hands shall relish showing you my customer number, it is ME357

B: Thank you sir. Now, what issue exactly did you have with our processor?

A: The problem is that the fan and the cooling system of the processor doesn't work properly, making it practically useless. This is nothing but scrap

B: Is your product under warranty, mister?

A: Yes, is also under warranty, we ordered the product two weeks ago, and it should have it at least one year after the delivery date

B: Oh, I’m sorry to hear that, then it must be our problem. The product might've arrived with a defect from our company. Would you rather a refund or a compensation for it?

A: I prefer having a refund please, i’d rather buying another model, maybe a more powerful one

B: I understand. We’ll send you the money next Monday. And please, make sure to not throw away the broken processor. We’ll pick it up.

A: For sure, we will put the product back in the original packaging to give it back.

B: Very nice of you, mister. Thank you for calling us and sorry for the problems.

A: Thanks to you Jake, goodbye!

Page 31 Exercices 4 - 8

 Exercice 4

1 - Assist

2 - Suggest

3 - Check my records

4 - Lost in the post

Exercice 5

1 - Yes

2 - No

3 - Yes

4 - Yes

5 - No

6 - Yes

Exercice 6

1 - Refund

2 - Compensation

3 - Faulty part

4 - Losing business

5 - Making a noise

6 - Doesn't fit

Exercice 7

C = Customer

CRR = Customer Relations Representative

1 - CRR

2 - CRR

3 - C

4 - CRR

5  -C

6 - CRR

7 - C

8 - CRR

Exercice 8

1 - Return

2 - Under warranty

3 - Refused

4 - Refund

5 - Compensation

6 - Make a claim

Page 29 Exercices 5-7

 Exercice 5

1 - IT maintenance department

2 - Customer relations department

3 - Sales and marketing department

4 - Accounts department

5 - Human resources department

Exercice 6

1 - Discuss it

2 - Satisfied

3 - Charge

4 - Get back to you

5 - Damaged

6 - Opening times

7 - Hold the line

Exercice 7

1 - F

2 - A

3 - D

4 - B

5 - E

6 - C

Vocabulary Unit 7

 Departments

Accounts department -> Departmant de comptabilitat

Customer relations department -> Departament de la relació al client

Human resources department -> Departament de recursos humáns

IT mintenance department -> Departament de manteniment informatic

Sales and marketing department -> Departament de vendes i marketing

Customer Service

Charge -> Carreg

Complaint -> Queixa

Customer Number -> Numero del client

Damaged -> Danyat

Discuss it -> Debatre

Enquiry -> Consulta

Get back to you -> Trucar despres

hold the line -> Mantenir la linia

opening times -> Hora de entrada / apertura

Overcharge -> Sobrecarreg

Quote -> Pressupost

Satisfied -> Satisfet

Shipping date -> Data de envio

Complaints

Assist -> Asistir

At our expense -> Al nostre carreg

check my records -> Revisa els meus registres

compensation -> Compensació

credied our account -> Abonat a la nostra compta

defect -> Defecto

doesn't fit -> No encaixa

error -> Error

faulty part -> Peça defectuosa

losing business -> Perdua de vendes

lost in the post -> Perdut al correu

make a claim -> Reclamar

making a noise -> Fer soroll

missing a part -> Una part que falta

refund -> Reembolsar

refuse -> Negar-se

return -> Retornar

suggest -> Sugerir

the wrong item -> El objecte incorrecte

under warranty -> Baix garantia

Extra!

broken -> Trencar

customer satisfaction -> satisfacció del client

disappointed -> Decepcionat

displeased -> Descontento

dissatisfaction -> Insatisfacció

feedback -> Retroalimentació

file a lawsuit -> Presentar una demanda

financial director -> Director financial

inappropiate -> Inapropiat

lose business -> Perdua de negoci

managing director -> Director general

research and development department -> Departament de recerca i desenvolupament

treatment -> Tractament