Unit 7 4-8 page 31

 4)

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 spot

5)

1-The prices on the invoice are too high. There must be an error

The prices on this invoice are incorrect

3-You sent us the wrong item

I hadn't ordered the item you sent us

4-We'll replace the tablet at our expense

We'll pay for replacing the tablet

6-This keyboard has got a defect, so it will have to be replaced

This keyboard will have to be replaced because there's something wrong with it

6)

1-If the product is in its original box, I can give you a full refund

2-I want compensation for the inconvenience you hace 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 noise

6-This part doesn't fit where it's supposed to

7)

1-Of course. We'll credit your account-Costumer relation representative

2-You can return the items by post at our expense-Costumer relation representative

3-Is this product under warranty for a year?-Costumer

4-We'll have to open the computer to see if there's any damage inside-Costumer relation representative

5-I'm vey angry. I'm going to make a claim-Costumer

6-I apologise for the error. We'll send you the correct items immediatly-Costumer relation representative

7-When I opened the box, I saw tht the camera was missing a part!-Costumer

8-We refuse to pay because we received incorrect items-Costumer

8)

1-Return

2-Under warrant

3-Refused

4-Refund

5-Compensation

6-Make a claim

UNIT 7 5-7 page 29

 5)

1-IT maintenance department

2-Customer relations department

3-Sales and marketing department

4-Accounts department

5-Human resources department

6)

1-I think we should discuss it in more detail at our next team meeting

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

3-They're 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

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

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 costumer's order leaves the supplier

6-complaint-a tatement that something is unsatisfactory

VOCABULARY UNIT 7

 DEPARTMENTS

accounst deparment - departamento de cuentas

customer relations department - departamento de relaciones con el cliente

human resources department - departamento de recursos humanos

IT maintenance department - departamento de mantenimineto informatico

sales and marketing department - departamento de ventas y marketing

CUSTOMER SERVICE

charge - cargar

complaint - queja

customer number - numero cliente

damaged - dañado

discuss it - discutirlo

enquiry - consulta

get back to you - te vuelve a ti

hold the line - aguantar en la linea

opening times - horarios de apertura 

overcharge - sobrecargado

quote - presupuesta

satisfied - satisfecho

shipping date - fecha de envio

COMPLAINTS

assist - asistir

at our expense - a nuestra costa

check my records - revisar mis registros

compensation - compensacion

credited our account - revisar mis registros

defect - defecto

doesn't fit - no encaja

error - error

faulty part - pieza defectuosa

losing business - perdiendo negocios

lost in the post - perdido por el camino

make a claim - hacer un reclamo

making noise - hacer ruido

missing a part - perder una parte

refund (n) - reenbolso

refuse - negarse

return - volver

suggest - sugerir

the wrong item - el objecto equivocado

under warranty - bajo garantia

Extra!

broken - roto

customer satisfaction- satisfaccion del cliente

disappointed - decepcionado

displeased - disgustado

dissatisfaction - insatisfecho

feedback - reseña

file a lawsuit - archivar

financial director - director financiero

inappropiate - inapropiado

lose business - perder negocios

managing director - director general

research and development department - departamento de busqueda y desenvolupamiento

treatment - tratar

UNIT 6 5-8 page 27

5)

1-I'm afraid Mrs Philips isn't in the office. She's out of twon at an IT conference

2-I'm sorry, but Miss Lyons is busy. She's in a meeting with the software developers. As soon as they finish, I'll tell her you phoned

3-I'm afraid Mr Brown isn't here. He's on holiday in the Alps for two weeks. He'll be back on the 20th

4-Just a moment, I'll get a pen and take down your full name and mobile number

5-I'm sorry we got cut off earlier. My battery ran out

6-Just a moment. I'll see if Mr Jeffries is in his office or out on-site - please don't hung up

7-I'll see if Miss Hart can take your call. Can you please wait a moment while I take a message

8-Mrs Banks isn't on-site today - can I take a mesage

9-Could I leave a message fot Tony? Please tell him I'll be out this afternoon testing the new software at the sports centre

6)

1-When someone is speaking on the phone, it means their line is busy

2-How do you spell that - is it J-U-D-Y or J-U-D-I

3-I'm sorry to interrupt your meeting, but you have a call from your daughter. She says it's important

4-Mrs Rose isn't at her desk;she's out of the office

5-Mr Davies is busy at the moment. Shall I ask him to return your call later tday?

7)

1-Unavailable, can't be contacted

2Transfer, pass a call on to someone else

3-Deal witth, take action to do something

4-Urgent, needs immediate attention

5-Expect, believe that someone or something will arrive soon

8)

1-in a meeting

2-left

3-urgent

4-deal with

5-return

Unit 6 ex 5-8 page 25

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

1-Her presentation was very professional. She did a good job

2-The shop must be  closed. There's no reply

3-I will be careful when I input the data.

4-She must be busy. The line is engaged

5-There's a caller on the phone waiting to speak to you

6-Can you please speak up? I can't hear you very well

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

1-Sorry, what did you say? Can you repeat that, please?

2-Your mother rang an hour ago - you need to contact her immediately

3-One moment, please, I'll put you trough to Mr Wright now

4-This is not St Ann's Hospital. You've got the wrong number

5-To dial a number aboard, put an 01 before the number

6-From Monday, my new extension number will be 8015

7-When you answer a phone call, state the name of the company

7)Listen and repeat the words in colour. The words in coloura are in the wrong sentences. Write the sentences correctly in your notebook

1-I need to speak to Betty as soon as possible

2-Can you ask Mrs Ford to ring back tomorrow? I'm to busy to talk to her today

3-I've got a client on the line who wants to speak to the manager

4-Try to avoid speaking too loudly on the phone

5-Can you remind Mr Burns to prepare the invoice for Dell's Computer Shop?

8)Match A to B

1-If there's no reply from his office phone, he's probably working off-site

2-Miss Scott is on the line for you. She needs to place an order

3-Avoid letting the phone ring a lot. Answer it quickly

4-They've tried to contact you several times. So call them as soon as possible

5-Before you dial the number, press 9 for an outside line

VOCABULARY UNIT 6

 PHONE CALLS

as soon as possible-lo mas pronto posible

avoid-evitar

be careful-ir con cuidado

caller-persona que llama

contact-contacto

dial a number-marcar un número

engaged-linea ocupada

extension number-número de extensión

no reply-ninguna respuesta

on the line-en la linea

professional-profesional

put you through-pasar la llamada

remind-recordar

repeat-repetir

ring back-volver a llamar

speak up-hablar alto

state-estado

wrong number-numero equivocado

ANSWERING CALLS AND TAKING MESSAGES

cut off-cortar

deal with-tratar con

expect-esperar

hang up-colgar

in a meeting-en una reunión

interrupt-interrumpir

leave a message-dejar un mensaje

line is busy-linea ocupada

on holiday-de vacaciones

out of the office-fuera de la oficina

out of town-fuera de la ciudad

put you on hold-ponerte en espera

return your call-dovolver tu llamada

spell that-deletrear eso

take a message-cojer un mensaje

take down-tomar nota

unavailable-desabilitado

urgent-urgente

EXTRA!

bad connection-mala conexión

call back-llamar de vuelta

calling on behalf of-llamando en nombre de

clearly-claramente

end a conversation-acabar una conversación

get trough-atravesar

interference-interferencia

line is freela línea es gratis

offer assistance-ofrecer aistencia

speak a little more slowly-hablar un poco mas lento

take a call-cojer una llamada

voicemail-mensaje de voz

Would you mind...?-¿Te importaría?

Unit 5 Ex. 5-8 Pag. 23

 5)

1-I'ts important to follow instruccions whe you assemble a computer. That way, you won't make any mistakes

2-Make sure you back up your data every day, in case you get a virus

3-You need to install anti-virus software to protect the system

4-Invent a new password with 10 letters and numbers

5-If the computer crashes when you're working on something, you may lose all your information

6-The file has probably been deleted, but let me see if I can recover it

6)

1- When I work of-site, I have to drive to different places

2-Let's use the lift. The meeting is on the 30th floor

3-The keys are ready for you to collect from the hotel reception

4-Pay for your car parking at the exit when you leave

7)

1-post office

2-train station

3-library

4-sports centre

5-factory

6-airport

7-department store

8-shopping centre

8)

a-Go straight

b-Turn right

c-Room 333 is at the end of the corridor

d-Turn left

e-Room 333 is on your left

f-Room 333 is on your right

g-Room 333 is opposite the toilet

9)

1-You need to run a virus scan

2-My office is at the end of the corridor

3-The office building is on your left

4-I'll meet you outside the sport centre

5-Mys sister works at the post office

6-The library is next to the train station

7-Just insert the disc and follow the instruccions

8-At the end of the day, make sure you did a backup