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...?

vocabulary

Control panel: Panell de control

Loose connection: Connexió fluixa

Mute box: Caixa de silenci

No signal message: Sense missatge de senyal

Power button: Botó d'encendre

Volumen control: Control de volum

VERBS

Freeze:congela

log off: tanca la sessió

Make sure: Assegura't

Press and hold: Mantén premut

Reconnect: Torna a connectar

Reinstall: Torneu a instal·lar

Reopen: Torna a obrir

Replace: Substitueix

Restart: Reinicia

Shut down: Shut down

TROUBLESHOOTING

Anti-virus software: Programari antivirus

Back up: Fes una còpia de seguretat

Follow instructions: Seguiu les instruccions

Lose: Perd

Password: Contrasenya

Recover: Recuperar-se

PLACE AROUND TOWN

Airport: Aeroport

Departament store: grans magatzems

Entrace: Entrada

Exit: Sortida

Factory: Fàbrica

Ground floor: Planta baixa

Library: Biblioteca

Lift: Ascensor

Off-site: Fora de lloc

On-site: 

Post ofice: Oficina de correus

reception: recepció

Shopping centre: Centre comercial

Sports centre: Poliesportiu

Stairs: Escales

Train station: Estació de tren

DIRECTIONS

At the end of the corridor: Al final del passadís

Go straight: Segueixi dret

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

Opposite: Enfront

Turn left/right: Gireu a l'esquerra/dreta

EXTRA!

Assist: Assistència

At the traffic lights: Als semàfors

Breakdown: Desglossament

Corrupt files: Fitxers corruptes

Cross de road: Creuar la carretera

Debugging: Depuració

Diagnose: Diagnosticar

Maintenace: Manteniment

Manual: Manual

Performance: Performance

Problem solving: Solucionar problemes

Recovery: Recuperació

Reset: Reiniciar

Take the firts left/right: Agafeu la primera esquerra/dreta

Vocabulary builder

 ORDERING 

payment date=data de pagament

payments=pagaments

price=preu

price per unit=preu per unitat

quality=calitat

quantity=cantidad

subtotal=total

VAT=IVA

PAYMENTS

Account=conta

cash=diners

charge it=

cheque=xec

credit card=targeta de credit

postage and handling=gastos de enviament

shipping=enviament

ADJECTIVES

all-in-one=tot en un

bulit-in=incorporat

compact=compacte

complicated=complicat

dependable=depenent

ergonomic=ergonomic

flexible=flexible

high-resulotion=alta-resolucio

portable=portable

powerful=potent

practical=practic

reliable=fiable

secure=segur

simple=simple

slimline=Esvelta

sturdy=robust

superfast=moltrapid

top-of-the-range=top de gamma

user-friendly=usuari amigable

wide screen=pantalla amplia

EXTRA

accesible=accesible

compatible=compatible

conevenient=conevenient

delivery fee=lliurament gratis

place an order=fer una comanda

reduction=reduccio

shortage=Falta

sophisticated=sofisticat

spare parts=recanvis

special offer=oferta special

specialised=espacialitzat

stocktaking=balanç

supply chain=cadena de subiministrament

warehouse=magatzem

An e-mail providing ordering instructions

 To:Jose

From:Esteban

Subject:Inventory-May

Dear Jose,

How are you doing?I send you thr chart of the inventory of this month.We have 9 RAm chips,is enough, we gonna order next month 27.Soundcards we are overstocked.We need to order 10 of new model of TPS

hard drives.Would you please reorder 15 CPU's,urgently?

We have enough Heatsink & fans

Bye Bye

See you soon.