VOCABULARY UNIT 8

 ARRANGING A MEETING

attend the meeting-atender una reunio

break-romper/interrumpir

busy-ocupado

check your calender-mirar el calendario

confirm-confirmar

convenient-conveniente

equipment-equipamiento

free-libre

give a presentation-dar una presentacion

hold a meeting-hacer una reunion

light refreshments-refrigerios

make arrangements-hacer arreglos

pack-paquete

participants-participantes

previous commitment-compromiso previo

schedule-horario

sharp-super puntual

take place-tener lugar

tied up-estar ocupado

video conference-conferencia de video

RESCHEDULIG

alternative date-data alternativa

appointment-cita

arrange-arreglar

cancel-cancelar

feel ill-rellenar

get lost-perderse

got the dates mixed-tindre les date barrejades

held up in a traffic jam-

leave urgently-irse urgentemente

participate-participar

postpone-posponer

reorganise-reorganizar

reschedule-reprogramar

running late-llegando tarde

suit-encaja

switch-cambiar

TIME

half past-y media

o'clock-en punto

quarter past-y cuarto

quarter to-cuarto para

ten past-diez y 

twenty to-menos veinte

EXTRA!

absent-absente

adjourn-aplazar

boardroom-sala de consejo

chairperson-presidente

conference call-llamada de conferencia

delay-retraso

instead-en cambio de

make it-ha podido hacerl

minutes-actos-ounctual-puntual

verifi-verificar

vote-votar

wrap up-acabar

UNIT 8 Ex.2 Page 34

 2)Two administrative assistants are rescheduling a meeting. Read the dialogue and choose the best respones. Then listen to the dialogue and check your answers

1-Hello, Mark. What can I do for you?

2-Oh, I'm sorry to hear that

3-Certainly. Let's look at the calendar

4-I won't be avaible on that day. I'll be busy with staff training

5-I've got a staff meeting in the afternoon, but I'm free in the morning

6-Yes, I'll write it in my diary

Dialeg

 LUIS- Hello, this is Luis from NextWave Laptops. How can I help you?

LEO- Hello. I’m Leo, I bought a laptop here last week, and it’s already giving me problems

LUIS- I’m sorry to hear that, Leo. What kind of issues are you experiencing?

LEO-  The laptop keeps overheating, and it randomly shuts down while I’m working. I didn’t expect that from a brand‑new device

LUIS- That definitely shouldn’t be happening. Have you noticed if it happens during specific tasks, like gaming or running heavy software?

LEO- Not really. It even happens when I’m just browsing the internet

LUIS- I understand. Let me check your purchase and run a quick diagnostic. If it’s a hardware issue, we can replace it or repair it under warranty.

LEO- Honestly, I’d prefer a replacement. I need a reliable laptop for work.

LUIS- That’s completely reasonable. If the diagnostic confirms the defect, we’ll arrange a replacement right away.

LEO- Thanks, call me whenI’ts all finished. Have a good day.

LUIS- You too, Leo. Good bye.

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