Scheduling Meetings -- Exercices from page 33

 Working with Vocabulary

5- Match A to B to form phrases. Then listen and repeat.

1. tied -- up
2. hold -- a meeting
3. give -- a presentation
4. make -- arrangements
5. check -- your calendar
6. take -- place

6- Listen and repeat the words in colour. Then choose the correct response.

1. Is Friday mid-afternoon convenient for you? No, I'm afraid I'll be tied up all day.
2. Can you confirm the date for the meeting with the software testers? Just a moment, I'll check the calendar.
3. Have you made a list of all the participants? Yes, all the members of the customer relations department.
4. Are you free on Wednesday afternoon at 13:00? I'm sorry. I already have something planned.
5. Unfortunately, I'm busy all day on the 30th. Let's look for another date that is convenient for us both.
6. It's important you attend the meeting with Electrastore Parts. You'll learn a lot of essential information.
7. Has the meeting with the programmers been scheduled? Not yet, I have to check when Ms Carson is available.
8. I'm sorry, I have a previous commitment in the morning. Don't worry. We can rearrange for another day.

7- Listen and repeat the words in colour. Then copy and complete the sentences.

1. At eight o'clock, I have a video conference scheduled with the IT company in Miami.
2. The meeting will start at one o'clock sharp. You mustn't be late.
3. We've prepared some light refreshments - coffee, tea, cake and fruit.
4. The only equipment I'll need at the software conference is my laptop.
5. Participants will receive a pack containing all the information from the smartphone presentation.
6. We'll have a short break at half past two.

8- Copy and complete the sentences. Use the words in bold to help you.

1. You can't schedule two meetings for the same person at the same time.
2. When people are tied up, it means they are busy.
3. If a meeting starts at 9.00 sharp, it won't start later.
4. Light refreshments include things like coffee and tea.
5. When a time is convenient for you, it means that you are free.
6. You have a break when you want to stop working for a few minutes.

Scheduling Meetings -- Unit 8 Vocabulary

 Vocabulary Builder

ARRANGING A MEETING

attend the meeting: atendre / assistir a la reunió

break: descans 

busy: ocupat

check your calendar: revisar el calendari

confirm: confirmar

convenient: oportú

equipment: equip, equipament

free: lliure

give a presentation: fer una presentació

hold a meeting: dur a terme una reunió

light refreshments: refrescs lleugers

make arrangements: arreglar, preparar

pack: paquet

participants: participants

previous commitment: compromís previ

schedule: programar, organitzar

sharp: agut, exacte

take place: tenir lloc

tied up: lligat

video conference: videoconferència

RESCHEDULING

alternative date: data alternativa

appointment: cita, hora

arrange: organitzar, preparar

cancel: cancel·lar

feel ill: trobar-se malament

get lost: perdre's

got the dates mixed up: confondre les dates

held up in a traffic jam: retingut en un atasc de vehicles

leave ... urgently: marxar urgentment

participate: participar

postpone: posposar

reorganise: re-organitzar

reschedule: re-programar (una reunió, event, ...)

running late: fer tard

suit: adaptar

switch: canviar

TIME

half past: dos quarts, i mitja

o'clock: en punt

quarter past: un quart

quarter to: tres quarts

ten past: i deu, deu minuts passats

twenty to: vint minuts per

EXTRA!

absent: ausent

adjourn: aplaçar

boardroom: sala de juntes, de conferències

chairperson: president, moderador

conference call: trucada de conferència

delay: retràs, retard

instead: en lloc de

make it: arribar, aconseguir-ho

minutes: minuts

punctual: puntual

verify: verificar

vote: vot

wrap up: resumir

Dialogue Unit 7

 A COMPLAINT

Customer Relations Clerk: Good morning, it's Izan from Almata. How can I help you?

Customer: Good morning, it's Jake Ronalds from Magic Electrics. We've got a problem with the Intel Pentium processor we received yesterday. The cooling system doesn't work.

Customer Relations Clerk: I'm sorry to hear that. In order to make a complaint, I have to fill a form with your information. First of all, repeat the name of your company and let me know your customer number, please.

Customer: It's Magic Electrics, and my customer number is ME357.

Customer Relations Clerk: You said ME347, right?

Customer: No, it's ME357, not 347.

Customer Relations Clerk: Oh, OK. Would you let me know your name and invoice number?

Customer: Yes, my name is Jake Ronalds, and the invoice number is 007865.

Customer Relations Clerk: OK. Please tell me the name of the product and check if it's under warranty.

Customer: It's an Intel Pentium Processor, and it is under warranty until the next year.

Customer Relations Clerk: Alright. Almost done. Just repeat the problem that you have got so I can write it here in the form, please.

Customer: Sure. The processor we received yesterday has got defects. The cooling system is not working.

Customer Relations Clerk: OK. Thank you so much. I've put the form in the system and we will collect the item to repair it at our own expense. As it hasn't even been two days from the delivery date, we will offer you a discount for the next order.

Customer: Oh, that's perfect. Thank you.

Working With Vocabulary (Exercices Page 23)

 Customer Complaints

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

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 post.

5. Listen and repeat the words in colour. Which pairs of sentences have got a similar meaning?

1. a) The prices on this invoice are too high. There must be an error.
2. b) The princes on this invoice are incorrect.
3. a) You sent us the wrong item.
4. b) I hadn't ordered the item you sent us.
5. a) We'll replace the tablet at our expense.
6. b) We'll pay for replacing the tablet.
7. a) This keyboard has got a defect, so it will have to be replaced.
8. b) This keyboard will have to be replaced because there's something wrong with it.

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

1. If the product is in its original box, I can give you a full refund.
2. I want compensation for the inconvenience you have 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 a noise.
6. This part doesn't fit where it's supposed to.

7. Read the sentences. Which are said by a customer? Which are said by a customer relations representative?

1. Of course. We'll credit your account.
2. You can return the items by post at our expense.
3. Is this product under warranty for a year?
4. We'll have to open the computer to see if there's any damage inside.
5. I'm very angry. I'm going to make a claim.
6. I apologise for the error. We'll send you the correct items immediately.
7. When I opened the box, I saw that the camera was missing a part!
8. We refuse to pay because we received incorrect items.

8. Read the complaint record. Complete the sentences with the words and phrases below.

Customer Timothy Moors tried to return a smartphone saying it had a defect. It looked like it had been dropped because the screen was also damaged.

The customer bought the product from us over a year ago, in June 2016, so it is no longer under warranty.

I was very polite with Mr Moors, but I refused to give him a compensation or offer him a refund.

The customer was not satisfied and said he would make a claim with Head Office. I gave him the contact details.

Sam Smith.

Sales Assistant.

UNIT 7 VOCABULARY

  Vocabulary Builder

DEPARTMENTS

accounts department: departament de comptes

customer relations department: departament d'atenció al client

human resources department: departament de recursos humans

IT maintenance department: departament de manteniment informàtic

sales and marketing department: departament de ventes i màrqueting

CUSTOMER SERVICE

charge: càrrega, cobrament

complaint: queixa

customer number: número de client, identificador

damaged: danyat

discuss it: parlar-ho, debatir-ho

enquiry: petició

get back to you: tornar a tu

hold the line: esperar, no penjar

opening times: horaris d'obertura

overcharge: cobrar de més

quote: pressupost

satisfied: satisfet

shipping date: data d'enviament

COMPLAINTS

assist: ajudar

at our expense: a costa nostra

check my records: revisar el historial

compensation: compensació

credited to our account: acreditat al nostre compte

defect: defecte

doesn't fit: no encaixa

error: error

faulty part: part defectuosa

losing business: perdent clientela

lost in the post: extraviat a l'enviament

make a claim: fer una reclamació

making a noise: fent soroll

missing a part: falta una part

refund: reemborsament

refuse: refusar

return: retornar 

suggest: suggerència

the wrong item: objecte erroni

under warranty: en garantia

EXTRA

broken: trencat

customer satifaction: satisfacció del client

disappointed: decebut, enfurismat

displeased: disconforme

dissatisfaction: insatisfet

feedback: opinió, ressenya

file a lawsuit: arxivar una queixa, (o denúncia)

financial director: director de finances

inappropriate: inapropiat

lose business: perdre clientela

managing director: director executiu

research and development department: departament d'investigació i desenvolupament

treatment: tractament, forma de tractar