Speaking Your Turn

STUDENT A: You are a customer calling customer services with a complaint. Turn to page 86 and answer Student B's questions.

STUDENT B: You are a customer relations clerk. Turn to page 94. Ask questions to fill in the customer complaint form. Then apologise to the customer and suggest a suitable solution to the problem. 

1) Hello I'm Kevin from Nitropc, how can i help you?

2) Hello, yesterday we received a processor with defects. The cooling system doesn't work.

3) OK, first of all, what's the name of your company?

4) We're calling you from Magic Electrics

5) Okay, can you tell me your customer number?

6) Yes, it's B1050

7) Good, is your product under warranty?

8) Yes, we bought it a week ago.

9) OK, is it good for you if we send a technician?

10) Well, i would like to send it back and repair it. 

11) Okay, no problem, we'll collect the item for repair. 

12) Ok, thanks.

13) No problem, because of the inconvenience, we'll offer a discount for next order.

14) Thanks. 

Kevin Ruiz

Working with Vocabulary page 31

EX 4

1. Assist.

2. Suggest.

3. Check my records.

4. Lost in the post.

EX 5

1. 

a. The prices on the invoice are too high. Ther must be an error.

b. The prices on this invoice are incorrect.

3. 

a. You sent us the wrong item.

b. I hadn' ordered the item you sent us.

4. 

a. We'll replace the tablet at our expense.

b. We'll pay for replacing the tablet.

6. 

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

b. This keyboard will have to be replaced because there'ssomething wrong with it.

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

4. Customer relations representative

5. Customer

6. Customer relations representative

7. Customer

8. Customer

Ex 8

1. Return.

2. Under warranty.

3. Refused.

4. Compensation.

5. Refund.

6. Make a claim.

Vocabulary builder

 Departments

Account departament: Departament bancari

Customer relations department: Departament de relacions

Human resources department: Departament de recursos humans

IT manteince department: Departament de manteniment

Sales and marketing department: Departament de vendes i marketing

Customer Services

Charge: Cobrar

Complaint: Queixar-se

Customer number: Número per defecte

Damaged: Danyat

Discuss it: Discussió

Enquiry: Petició

Hold the line: Estar en linea

Opening times: Hora d'obertura

Overcharge: Cobrar de mes

Quote: Pressupost

Satisfied: Satisfet

Shipping date: DIa d'enviament

Complaints

Assist=Assistir

At our expense=A costa nostra

Check my records=Revisar el historial

Compensation=Compensació

Credited our account=Carregat al nostre compte

Defect=Defecte

Doesn't fit=No encaixa

Error=Error

Faulty Party=Part defectuosa

Losing buisiness=Negoci perdut

Lost in the post=Paquet perdut

Make a claim=Fer un reclam

Making noise=Fer soroll

Missing part= Part faltant

Refund=Reembols

Refuse=Rechazar

Return=Retornar

Suggest: Sugerir

The wrong item: El producte equivocat

Under waranty: En garantia

Extra

Broken=Trencat

Customer satisfection=Satisfacció del client

Disappointed=Decepcionat

Displeased=Desconforme

Dissatisfaction=Insatisfacció

Feedback=Opinió

File a lawsuit=Archivar

Financial director=Director financer

Inappropiate=Inapropiat

Lose buiseness=Perdre un negoci

Managing director=Director general

Research and development department=Departament de desenvolupament i cerca

Treatment=Tracte

Customer service

A: Good morning, Compuset helpline. Melanie speaking. How may i help you?

B: Hello, it's Dave Smith here from CopyShop. Can you tell me if you've got any of the X300 RAM chipsin stock?

A: Have you got the item number, please?

B: Yes, it's 15480.

A: Just a moment, Mr Smith, I'll just check for you. Please stay on the line.

B: Sure.

A: Thank you for waiting. Yes, we've got 10 of those in stock.

B: Great. I'll come in later this week.

A: Can I help you with anything else today?

B: Yes. Unfortunately, we had a problem with the latest software update you sold us.

A: Oh, I'm sorry to hear that, Mr Smith. I'll put you through to a support technician.

TRADUCCIÓ

A: Bon dia, Compuset assistència en linea. Estàs parlant amb Melanie. Com et puc ajudar? 

B: Hola, sóc Dave Smith de CopyShop. Me pots dir si teniu alguna memoria RAM X300? 

A: Tens el numero del producte, siusplau? 

B: Si, es 15480.

A: Un moment, Mr Smith, ho comprobare. Per favor quedat en linea.

B: Clar.

A: Gracies per esperar. Si, tenim 10 de aquests en estoc.

B: Be. Vindre mes tard aquesta setmana.

A: Puc ajudar te amb alguna cosa mes avui?

B: Si. Per desgracia, hem tingut un problema amb l'ultima actualitzacio de pgrogramari que ens has venut.

A: Oh, sento escoltar aixo, Sr Smith. Et posare en contacte amb un tecnic de suport.