Exercices

 5. Listen and repeat

1. b

2. f

3. a

4. c

5. e

6. d

6. Listen and repeat

1. Free

2.  Characters

3. Low rates

4. Landline

5. Recipient 

6. Foreign lenguage

7. Settings

7. Listen and repeat

1. Translate

2. Appear

3. Allow

4. Tweet

5. Share

6. Navigate

7. Tap

8. Activate

8. Which sentences are logical?

1. When you meet someone face-to-face, you see them 

2. You can listen to a voice message on your phone 

3. You can transllate a text from one lenguage to another  

4. You usually use a landline phone inside a building 

5. You navigate to order reach a destination 

6. If you're allowed to do something, you must do it 

vocabulary

 Vocabulary Builder

ARRANGING A MEETING

attend the meeting-atendre a la reunio

break-descans

busy-ocupat

check your calendary-mirar el calendari

confirm-confirmar

convenient-convenient

equipment-equipament

free-lliure

give a presentation-donar una presentacio

hold a meeting-fer una reunio

light refreshments-petits canvis

make arrangments-fer arranjaments

pack-paquet

participants-participants

previous commitment-compromis previs

schedule-programmar

sharp-agud

take place-tenir lloc

tied up-lligat

video conference-video conferencia

RESCHEDULING

alternative date-data alternativa

appointment-cita

arrange-arranjar

cancel-cancelar

feel ill-trobar-se malament

get lost-estar perdut

got the dates mixed up-barrejar les dates

held up in a traffic jam -estar en traffic

leave ... urgently-abandonar urgentment

participate-particpar

postpone-posposar

reorganise-reorganisar

reschedule-reprogamar

running late-fer tard

suit-vestit 

switch-canviar per 

TIME

half past-dos quarts

o'clock-en punt

quarter past-quart de 

quarter to-tres quarts de

ten past-les deu passades

twenty to-vint a

EXTRA

absent-absent

adjourn-adjornar

boardroom-sala de juntes

chairperson-president

conference call-trucada de conferencia

delay-retard

instead-en canvi

make it-fer-ho

minutes-minuts

punctual-puntual

verify-verificar

vote-votar

wrap up-embolicar

Dialogue

 Ionut: Thank you for calling Magics Electrics. This is Ionut, how may I help you today?

Mark: Hi Ionut, this is Mark with customer number ME357. I'm calling to report a problem with a recent purchase.

Ionut: Absolutely, Mark. Can I get the invoice number for the purchase you'd like to discuss?

Mark: The invoice number is 007865. It's for an Intel Pentium processor.

Ionut: Thanks, Mark. I've pulled up your invoice here. I see the processor is under warranty until one year after the delivery date. Can you tell me more about the problem you're experiencing?

Mark: Absolutely. We just received the processor yesterday, but unfortunately, the cooling system doesn't seem to be working.

Ionut: I understand. A functioning cooling system is crucial for your processor. Is the processor overheating or displaying any error messages?

Mark: It's definitely getting hot. I haven't tried running any programs yet because I don't want to damage it.

Ionut: That's a wise precaution, Mark. Since the processor is under warranty, we can definitely help you resolve this issue. Do you have the original packaging for the processor?

Mark: Yes, I do.

Ionut: Great. We can arrange for a replacement processor to be sent out to you right away. The return shipping for the faulty unit will also be covered.

Mark: Perfect, that sounds great. How long will it take for the replacement to arrive?

Ionut: Typically, replacements arrive within 2-3 business days. I can provide you with a tracking number once the new processor is shipped.

Mark: Excellent. Thank you so much for your help, Ionut.

Ionut: You're welcome, Mark. Is there anything else I can assist you with today?

Mark: No, that's all for now. Thank you again!

Ionut: You're welcome. Have a great day, Mark!

7 From page 31

Name of company: Magics Electrics

Customer Number: ME357

Name of Contact Person: Mark

Invoice Number: 007865

Product: Intel Pentium processor

Product Under Warranty: Yes, under warranty until one year after the delivery date.

Customer's Complaint: The processor, received yesterday, has a defective cooling system that is not working. The processor is overheating.

Homework

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

1. Thank you for 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. a) The prices on this invoice are too high. There must be an error.
2. b) The princes on this invoice are incorrect.
3. a) You sent us the wrong item.
4. b) I hadn't ordered the item you sent us.
5. a) We'll replace the tablet at our expense.
6. b) We'll pay for replacing the tablet.
7. a) This keyboard has got a defect, so it will have to be replaced.
8. b) This keyboard will have to be replaced because there's something wrong with it.

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

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 the sentences. Which are said by a customer? Which are said by a customer relations representative?

1. Of course. We'll credit your account.
2. You can return the items by post at our expense.
3. Is this product under warranty for a year?
4. We'll have to open the computer to see if there's any damage inside.
5. I'm very angry. I'm going to make a claim.
6. I apologise for the error. We'll send you the correct items immediately.
7. When I opened the box, I saw that the camera was missing a part!
8. We refuse to pay because we received incorrect items.

8. Read the complaint record. Complete the sentences with the words and phrases below.

Customer Timothy Moors tried to return a smartphone saying it had a defect. It looked like it had been dropped because the screen was also damaged.

The customer bought the product from us over a year ago, in June 2016, so it is no longer under warranty.

I was very polite with Mr Moors, but I refused to give him a refund or offer him compensation.

The customer was not satisfied and said he would make a claim with Head Office. I gave him the contact details.

Sam Smith.

Sales Assistant.

vocabulary

1. 
A: Thank you for calling World of Computers.

How can I help you?

B: Hello. I'm interested in purchasing a number of laptopts or tablets. We need them for our school.

A: Please hold the line. I'll put you through to our sales and marketing departament. What's your name, please?

B: It's Mrs Simpson.

2.

A: Good mornig. May I ask what the problem is, please?

B: Yes, I think I've been overcharged for the scanners we ordered.

A: I'm sorry about that. What's your customer number, please?

B: It's SP1289.

A: OK, hold on and I'll put you through to the acconunts departament. They'll be with you shortly.

3. 

A: Hello. I'm calling because I've got a problem with one of the heatsinks you sent us.

B: I'm sorry to hear that. Can you describe the problem, please?

A: When i start the computer, it doesn't turn on.
B: Oh, I see. Please hold the line and I'll put you through to the IT maintenance departament.

I'm sorry the line is busy right now. Let me take your name and number. I'll get a technician to get back to you.

Translated

1.

A: Gracies per trucar World of Computers.

Com te puc ajudar?

B: Hola. Estic interessat en comprar un nombre de portàtils i tabalets. Ho necessitem per la nostra escola.

A: Per favor manteneixte en linea. Te posare amb el nostre departament de vendes i marketing. Quin es el teu nom, per favor?

B: Es Mrs Simpson.

2.

A: Bon dia. Puc preguntar quin es el problema, per favor?

B: Si, crec que he pagat de mes per els escaners que he demanat. 

A: Ho sento. Quin es el teu numero de client, per favor?

B: Es SP1289.

A: D'acord, espera i et posare amb el departament de comptes. Estaran amb tu dins de poc.

3.

A: Hola. Estic trucant perque tinc un problema amb un dels dissipadors que me has venut.

B: Ho sento per sentir aixo. Pots descriure el problema, per favor?

A: Quan engego la computadora, no se engega. 

B: Oh, vec. Per favor manteneixte en linea i te posare amb el departament de manteniment informàtic.

Ho sento la linea esta ocupada ara mateix. Deixam anotar el teu nom i numero. Conseguire a un tècnic que es posi amb contacte amb tu. 

Dialogue

 EX.2

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 unavailable 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 accountig program,We nned 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 =61 209 992?

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

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

A:That's right.

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

 PHONE CALLS

as soon as possible: el més aviat possible

avoid: evitar

be careful: tingues cura

caller: persona que truca

contact: contacte

dial a number: marcar un número

engaged: compromès

extension number: número d'extensió

no reply: no contestar

on the line: en la línia 

professional: professional

put you through: posar-te a (una trucada)

remind: recordar

repeat: repetir

ring back: trucar de volta

speak up: parlar alt

state: anomenar

wrong number: número erroni

ANSWERING CALLS AND TAKING MESSAGES

cut off: tallar

deal with: conversar

expect: esperar, creure

hang up: penjar

in a meeting: en una reunió

interrupt: interrompre 

leave a message: deixar un missatge

line is busy: la línia està ocupada

on holiday: de vacances

out of the office: fora de l'oficina

out of town: fora de la ciutat

put you on hold: posar en espera

return your call: tornar la trucada

spell that: lletreja

take a message: agafar un missatge

take down: anotar

transfer: transferir

unavailable: no disponible

urgent: urgent

EXTRA

bad connection: connexió dolenta

call back: trucar de volta

calling on behalf of: trucar de part de

clearly: clarament

end a conversation: acabar una conversa

get through: localitzar, trobar-se

interference: interferència

line is free: línia lliure

offer assistance: oferir assistència

speak a little more slowly: parla més lentament

take a call: agafar una trucada

voicemail: contestador

Would you mind...?: t'importaria...?