Mini-Dialogues

 Customer Service

1:

A: Thank you for calling World of Computers. How can I help you?

B: Hello. I'm interested in purchasing a number of laptops or tablets. We need them for our school.

A: Please hold the line. I'll put you through to our sales and marketing department. What's your name, please?

B: It's Mrs Simpson.

2:

A: Good morning. 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 accounts department. 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 department.

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.

Dialogue

 Taking Messages

Steve: Can I speak to Chloe Burns in tech support, please?

Assistant: 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 department?

Steve: No, I'd rather speak to Chloe directly.

Assistant: OK, I understand.

Steve: Could you ask her to return my call, please? We've got a problem with our counting program. We need a solution urgently.

Assistant: Let me write down your name and contact details.

Steve: It's Steve McGough.

Assistant: Can you spell your last name, please?

Steve: Yes, of course. It's M-C-G-O-U-G-H. And my phone number is 061 209 922.

Assistant: OK. Let me check that. It's 061 209 992?

Steve: No, it's 922 at the end. 061 209 922.

Assistant: 061 209 922. OK. And the message is to call you urgently about a software problem.

Steve: That's right.

Assistant: I expect her to be free at around 1.00.

UNIT 6 VOCABULARY

 Vocabulary Builder

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: ocupat

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, mencionar

wrong number: número erroni

ANSWERING CALLS AND TAKING MESSAGES

cut off: tallar

deal with: ocupar-se, 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: prendre nota, 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, ajuda

speak a little more slowly: parla més lentament

take a call: agafar una trucada

voicemail: contestador

Would you mind...?: t'importaria...?