5. Match A to B to form phrases. Then listen and repeat.
1. Tied
2. Hold
3. Give
4. Make
5. Check
6. Take
6. Listen and repeat the words in colour. Then choose the correct response.
1. Is Friday mid-afternoon convenient for you?
a) No, I'm afraid I'll be tied up all day.
2. Can you confirm the date for the meeting with the software testers?
3. Have you made a list of all the participants?
4. Are you free on Wednesday afternoon at 13.00?
ARRANGING A MEETING
Attend the meeting: Assistir a la reunió
Break: Descans
Busy: Ocupat
Check your calendar: Consulta el teu calendari
Confirm: Confirmar
Convenient: Convenient
Equipment: Equipament
Free: Gratis/Lliure
Give a presentation: Fer una presentació
Hold a meeting: Fer una reunió
Light refreshments: Piscolabis
Make arrangements:
Pack: Paquet
Participants: Participants
Previous commitment:
Schedule
Sharp
Take place
Tied up
Video conference: Video conferencia
RESCHEDULING
Alternative date: Data alternativa
Appointment
Arrange
Cancel: Cancelar
Fell ill: Trobarse malament
Get lost: Perdres
Got the dates mixed up: Confondre't amb les dates
Held up in a traffic jam
Leave...urgently
Participate
Postpone
Reorganise
Reschedule
Running late
Suit
Switch
TIME
Half past: Dos quarts
O'clock: En punt
Quarter past: Quart de
Quarter to: Tres quarts de
Ten past: I deu
Twenty to: Menys vint
EXTRA
Absent: Ausent.
Adjourn: Ajorna
Boardroom:
Chairperson:
Conference call:
Delay:
Instead:
Make it:
Minutes:
Punctual:
Verify:
Vote:
Wrap up:
A: Hello I’m Biel.
B: Hello Biel, Benitocomponentes can I help you?
A: Yes, the last day I buy a Intel Pentium Processor with defects.
B: What flaws does the processor have?
A: The processor overheat with little time.
B: Have you applied the thermal paste correctly?
A: I'm going to check it now.
B: Ok
A: If exactly it was the thermal paste fault
B: OK, wipe off the excess pasta and put it back in properly. When do we notify?
A: Perfect, i already did it
B: ok, now put the processor correctly.
A: I already put it
B: Okey, now start the computer
A: It works perfectly now and doesn't make that much noise
B: Ok perfect, do you have any other problem?
A: No, thank you!
B: Bye!!
4. Listen and repeat the words in colour. Then choose the correct answer.
1. Thank your calling. I'll 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'll check my records.
4. The order hasn't arrived yet. It must be lost in the post.
5 Listen and repeat the words in colour. Which pairs of sentences have got a similar meaning?
1. Similar
2. Not Similar
3. Similar
4. Similar
5. Not Similiar
6. Similar
6. Listen annd repeat the words in color. Then copy and complete the sentences.
1- Refund
2 - Compensantion
3 - Faulty part
4 - Losing bussiness
5 - Making a noise
6 - Doesn't fit
7. Read the sentences. Which are said by a customer? Which are said by a customer relations representative?
1 - Customer relations representative
2- Customer relations representative
3- Customer
4- Customer relations representative
5-Customer
6-Customer relations representative
7-Customer
8-Customer
8. Read the complaint record. Complete the sentences with the words and phrases below.
1 - Return
2 - Under warranty
3 - Refused
4 - Refund
5 - Compesantion
6 - Make a claim.
DEPARTAMENTS
accounts departament - departament contable
costumer relations departament - departament de relacions amb clients
human resources departament - departament de recursos humans
IT maintenance departament - departament de manteniment informatic
sales and marketing departament - departament de vendes i màrqueting
CUSTOMER SERVICE
charge - cobrar
complaint - queixa
customer number - número de client
damaged - espallat
discuss it - discutir-ho
enquiry - petició
get back to you - torna a tu
hold the line - mantenir-se en linea
opening times - horari d'obertura
overcharge - cobra de més
quote - cita
satisfied - satisfet
shipping date - data d'enviament
COMPLAINTS
assist - assistir
at our expense - a costa nostra
check my records - comproveu els meus registres
compensation - compensació
credited our account - acreditar el nostre compte
defect - defecte
doesn't fit - no encaixa
error - error
faulty part - part defectuosa
losing business - perdre negocis
lost in the post -
make a claim -
making a noise -
missing a part -
refund (n) -
refuse -
return -
suggest -
the wrong item -
under warranty -
EXTRA
broken - trencat
customer satisfaction - la satisfacció del client
disappointed - decebut
displeased - disgustat
dissatisfaction - insatisfacció
feedback - comentaris
file a lawsuit - presentar una demanda
financial director -
inappropriate -
lose business -
managing director -
research and development departament -
treatment -
