Vocabulary 

alternative date

appointment

arrange

cancel

fell ill

get lost

got the dates mixed up 

held up in the traffic jam 

Fecha alternativa

Cita

Concertar

Cancelar

Enfermar

Perder

Confundir las fechas

Atascado en el tráfico

page 31,exercise 4,5,6,7

 ex. 4 

1.  assist 

2.. suggest? 

3. check my records 

4. lost in the post

ex. 5 

1. similar

2. not similar

3. similar

4. similar

5. similar

6. similar 

ex. 6 

1. refund 

2. compensation

3. faulty part

4. losing business 

5. making a noise 

6. doesn't fit 

ex. 7

1. customer relations representative

2. customer relations representative

3. customer relations representative

4. customer 

5. customer 

6. customer relations representative 

7. customer 

8. customer 

ex. 8

1. return 

2. under warranty 

3. refused 

4. refund

5. compensation 

6. make a claim

Exercises page 29

Exercise 6.

1. I think we should discuss it i more details at our next team meeting. 

2. We want all our customers to be satisfied with the service we give. 

3. They are asking how much we charge for technical support. 

4. I'm sorry the line is busy. I'll ask her to get back to you as soon as posible. 

5. The company will replace the damaged item for free. 

6. Our opening times are from 9 in the morning until 8 in the evening. 

7. Don't hang up hold the line and I'll put you through to the correct department. 

Exercise 7.

1. customer number= a reference assigned to each customer by a supplier 

2. quote= the estimated cost for a job or service 

3. enquiry= a request for information

4. overcharge= charge too high a price for a product or service 

5. shipping date= the date a customer's order leaves the supplier

6. complaint= a statement that something is unsatisfactory 

Vocabulary

Vocabulary 

Departments

accounts department: comptables 

customer relations department: departament de relacions amb el client 

human resources department: recursos humans 

IT maintenance department: manteniment informàtic 

Customer service 

charge: cobrar 

complaint: queixes 

customer number: número del client 

damaged: malmès 

discuss it: discutir-ho

enquiry: petició 

get back to you: 

hold the line: quedar en línia 

opening times: hora d'obertura

overcharge: sobrecàrrega

quote: pressupost 

satisfieu: satisfet

shipping date: data d'enviament

Complaints

assits: assistència 

at our expense: a la nostra costa

check my records: revisa els meus registres                

compensation:compensació

credited ou account:

defect:

doesn't fit:

error:

faulty part: 

losing business:

lost in the post:

make a claim:

making a noise:

missing a part: 

refund (n):

refuse:

return: 

suggest:

the wrong item: 

under warranty: 

assistències: assistència 

a la nostra costa: 

revisa els meus registres: 

compensació:

acreditat al nostre compte:

defecte:

no encaixa:

error:

peça defectuosa: 

perdre negoci:

perdut al post:

fer un reclam:

fent soroll:

falta una part: 

reemborsament (n):

rebutjar:

tornar: 

suggerir:

l'article equivocat: 

sota garantia:

Departments in a company

 Computer services 

- For quotes,purchases and order enquiries/ Per a pressupostos i comandes 

Sales and Marketing Departments/ Departaments de Vendes i Marketing

- For software or hardware problems/problemas con software o hardware:

IT Maintenance Department/Departament de Manteniment Informatic

- For financial matters such as invoices,problems with pircing and contracts/per problemes financiers com ara factures i problemes de preus o contractes:

Accounts Department/Departament Contable 

- Callers interested in employment/Per a persones interesades en un lloc de treball

Human Resources Department/Departament de Recursos Humans 

- Complaints about damaged or incorrect products/Per a queixes sobre productes danyats o incorrectes

Customers Relations Department/Departament de Relacions amb el Client 

page 27

Exercise 5

1. out of town 

2. in a meeting 

3. on holiday

4. take down

5. cut off

6. hang up

7. put you on hold 

8. take a message 

9. leave a message 

Exercise 6

1. line is busy 

2. spell that

3. interrupt 

4. out of the office 

5. return your call 

Exercise 7

1e. can't be contacted ( unavailable) 

2c. pass a call on someone else (transfer)

3d. take action to do something ( deal with) 

4a. needs immediate atention ( urgent)

5b. believe that someone or something will arrive soon (expect)

Exercise 8

1. on holiday 

2. left 

3. urgent 

4. deal with 

5. return 

6. took down 

 Exercise 5

1. good job

2. closed

3. I will

4. busy

5. on the phone 

6. hear you

Exercise 6

1. repeat 

2. contact

3. put you through 

4. wrong number 

5. dial a number 

6. extension number 

7. state 

Exercise 7

1. ASAP

2. ring back

3. on the line 

4. avoid

5. remind 

Exercise 8

a. 1

b. 6

c. 4

d. 5

e. 2

f. 3