Dialogue

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!!

Exercice

 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.

Vocabulary

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 -

Dialoge

 A: Can I speak to Chloe Burns in tech support, please?

B: Just a moment, I'll put you on hold... I'm sorry. I'm afraid that Chloe is unavaible at the moment. She's in a meeting with a client. Can I transfer you to Bill Jones from the same departament?

A: No, I'd rather speak to Chloe directly.

B: Ok, I understand.

A: Could you ask her to return my call, please? 

We've got a problem with our accounting program.

We need a solution urgently.

B: Let me write down your name and contact details.

A: It's Steve McGough.

B: Can you spell your last name, please?

A: Yes, of course. It's M-C-G-O-U-G-H. And my phone number is 061 209 922. 

B: Ok, Let me check that. It's 061 209 992?

A: No, it's 922 at the end. 061 209 922.

B: 061 209 922. OK. And the message is to a call you urgently about a software problem.

A: That's right.

B: I expect her to be free at around 1.00. 

Vocabulary

PHONE CALLS

As soon as possible - Tan aviat possible

Avoid - Evitar

Be careful - Amb cuidado

Caller - La persona que truca

Contact - Contacte 

Dial a number - Marcar un numero

Engaged - Linia ocupada

Extension number - Numero de extensió

No reply - Sense resposta

On the line - En linea

Professional - Professional

Put you through - Contacte

Remind - Recordar

Repeat - Repetir

Ring back - Tornar a trucar

Speak up - Parlar fort

State - Anomena

Wrong number - Numero incorrecte

ANSWERING CALLS AND TAKING MESSAGES

Cut off - Tallar-se la trucada

Deal with - Tracta amb

Expect - Esperar

Hang up - Penjar

In a meeting - En una reunio

Interrupt - Interrompre

Leave a message - Deixa un missatge

Line is busy - Linea ocupada

On holiday - De vacanses

Out of the office - Fora de la Oficina

Out of town - Fora de la ciutat

Put you on hold - Posa en espera

Return your call - Torna la trucada

Spell that - Deletrejar

Take a message - Agafar el missatge

Take down - Derrivar

Transfer - Tranferir

Unavailable - No disponible

Urgent - Urgent

EXTRA

Bad connection - Mala conexió

Call back - Tornar a truca

Calling on behalf of - Trucada de part d'algú

Clearly - Clarament

End a conversation - Fin de la conversació

Get through - Comunicar-se

Interference - Interficie

Line is free - Linea lliure

Offer assistence - Oferir ajuda

Speak a little more slowly - Parla més poc a poc

Take a call - Agafar la truca

Voicemail - Missatge de veu

Would you mind - Te importaria

 A: Good morning, Compuset helpline. Melanie speaking. How many I help you?

B: Hello, it's Dave Smith here from CopyShop. Can you tell me if you've got any of the X300 RAM chips in stock?

A: Have you got the item number, please?

B: Yes, it's 15480.

A: Just a moment, Mr Smith, I'll just check for you. Please stay on the line.

B: Sure

A: Thank you for waiting. Yes, we've got 10 of those in stock.

B: Great. I'll come in later this week.

A: Can I help you with anything else today?

B: Yes. Unfortunately, we had a problem with the latest software update you sold us.

A: Oh, I'm sorry to hear that, Mr Smith. I'll put you through to a support technician.

Catala.

A: Bon dia, Compuset helpline. Melanie parlant. Com et puc ajudar?

B: Hola, sóc el Dave Smith de CopyShop. Em podries dir si tens alguna Ram X300 a la venta?

Giving Directions

 

The starting point is the town hall

Vocabulary

TROUBLESHOOTING

Control panel - Panel Control

Loose connection - Conexió perduda

Mute box - Boto de silenciar

No signal message - Sense senyal

Power button - Boto de poder

Volume control - Volum de control

VERBS

Freeze - Congelat

Log off - Tanca sessió

Make sure - Asegurar-se

Press and hold - Pressiona i mantenir 

Reconnect - Reconectar

Reinstall - Reinstalar

Reopen - Tornar a obrir

Replace - Remplasar

Restart - Reiniciar 

Shut down - Apagar 

TROUBLESHOOTING

Anti-virus software - Antivirus

Back up - Copia de seguratat

Follow instructions - Seguir instrucions

Lose - Perdre

Password - Contrassenya 

Recover - Recuperar

PLACES AROUND TOWN

Airport - Aeroport

Departament store - Grans magatzems

Entrance - Entrada

Exit - Sortida

Factory - Fabric

Ground floor - Planta baixa

Library - Biblioteca

Lift - Ascencor

Off-site - Fora de l'edifici

On-site - Dintre de l'edifici

Post office - Correus

Reception - Recepció

Shopping centre - Centre comercial

Sports centre - Centres esportius

Stairs - Escaleres

Train station - Estació de trens

DIRECTIONS

At the end of the corridor - Al passadis

Go straight - Segueix recte

On your left/right - A la teva esquerra / dreta

Opposite - Davant de 

Turn left / right - Gira esquerra / dreta

EXTRA

Assist - Assistir

At the traffic lights - Al semafor

Breakdown - Desglosament

Corrupt files - Fitxers corruptes

Cross the road - Creuar el carrer

Debugging - Depuració

Diagnose - Diagnosticar

Maintenance - Manteniment

Manual - Manual

Performance - Rendiment

Problem solving - Solucionar problemes 

Recovery - Recuperació

Reset - Resetejar

Take the first left / right - Agafeu la primera a esquerra / dreta

Ex 5 pag 19

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

1. Portable: easy to carry around.

2. Superfast: very speedy.

3. Dependable: not likely to fail

4. Compact: using a small 

5. Sturdy: built to be strong 

Ex 7 pag 19

Copy and complete the review below with the words not used in Exercice 6.

Nice and flexible for working everywhere! The new slimline table (0.5 cm) has got built-in Wi-Fi, for Internet connection on the GO. Its high- resolution screen is perfect for doing graphics work. It really is a top-of-the-range model.  

Ex 9 pag 19

Which adjectives in Exercises 5-8 can describe the items below?

A laptot: surtdy, portable, secure, slimline, top of the range, powerfull

A printer: All in one, reliable

A mouse: Ergonomic, reliable, simple, flexible, top of the range, wireless

A smartwatch: All in one, top of the range, powerfull, practical, high resolution

Vocabulary

ORDERING

Delivery Date - Data d'entrega

Give a discount -  Descompte

Goods - Bens

Invoice - Factura

Out of stock - Agotat

Payment date - Data de pagament

payments - Pagament

price - Preu

prince per unit - Preu de unitat

qualitiy - Qualitat

quantity - Quantitat

subtotal - Subtotal

VAT - IVA

PAYMENTS

Account - Conte

Cash - Efectiva

Charge it - Impostos

Cheque - Chec

Credit card - Targeta de Credit

Postage and handilling -  Enviament i manipulació

Shipping - Enviament

ADJECTIVE

All-in-one - Tot dins

Built-in - Incorporat

Compact - Compacte

Complicated - Complicat

Dependable - Fiable

Ergonomic - Ergonomic

Flexible - Flexible

High-resolution - Alta resolució

Portable - Portatil

Powerful - Potent

Practical - Practic

Relaible - Fiable

Secure - Segur

Simple - Simple

Slimline - Prim

Sturdy - Robust

Superfast - Super Rapid

Top-of-the-range - Top de gamma

User-friendly - Facil d'utilitzar

Wide screen - Pantalla ampla

EXTRA

Accessible - Accessible

Compatible - Compatible

Convenient - Convenient

Delivery fee - Gastos d'envio

Place an order - Realitzar una comanda

Reduction - Distribució

Shortage - Escazes

Sophisticated - Sofisticat

Spare parts - Repost

Special offer - Oferta especial

Specialised - Especialitzat

Stocktaking - Inventari

Supply chain - Cadena de suministres 

Warehouse - Diposit

Writting

To: Emplayee

From: Boss

Subject: Buy some things.

Hello Mr Leonardo,

In the company we need to buy some things. The Ram Chips is enough because we have 9 but we will have you buy next month . With the Sound Cards it's the same. We need TPS hard drive because we have only 3, that's why we have to buy 10 of the new model. The CPU's is urgent buy, because we have 0 and the customers they ask a lot and Heatsink & fans is okey fer now.