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

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...?

IT Helpline

 DIALOGUE

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 chips in 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.

__________________________________________________________________

A: Bon dia, línia d'ajuda de Compuset, parla amb Melanie. Com et puc ajudar?

B: Hola, soc Dave Smith, des de CopyShop. Em pots dir si teniu en estoc alguns X300 chips de RAM?

A: Tens el número d'article, si us plau?

B: Sí, és el 15480.

A: Un moment, senyor Smith, ara ho comprovo. Si us plau, queda't a la trucada.

B: Es clar.

A: Gràcies per esperar. Sí, disposem de 10 en estoc.

B: Perfecte. Vindré aquesta setmana.

A: Et puc ajudar en alguna cosa més avui?

B: Sí. Desafortunadament, vam tenir un problema amb la última actualització del programari que ens veneu.

A: Vaja, em sap greu, senyor Smith. Et poso ja mateix amb un tècnic de suport.

Giving Directions

 Giving Directions

In this route we will go from Balaguer to Solsona. It's a route that I like because I did it in my motorbike.

We leave from Carrefour, so first you have to turn left and go to the roundabout and take the third leave, to the left.

Then we will go straight until we see Servi i Micro Finance SLU on our left. Some meters ahead we will see an intersection, and we will turn right, to Agramunt direction.

You will go through these five towns, Montgai, Butsènit, Les Ventoses, Pradell and Preixens. Go straight because Agramunt is just a few meters ahead.

As soon as you enter Agramunt, you have to turn left, opposite to Torrons Vicens. Then turn right at the first traffic light.

You will turn right as soon as you see Natura Herbolari on your left. Keep straight until you reach Plaça Onze de Setembre, and then turn left. At the moment you see Vintage store, on your right, turn right. A few meters ahead you will reach an intersection which you will see a mural on your right, then turn left. After that, while you are going straight, you will turn right and then left as soon as possible. Keep straight and at the next intersection, you will take the left direction. Don't worry, now you just have to go straight for some kilometres.

As you reach Bellver d'Ossó, you will turn left. Following Mont-Roig's direction.

Keep straight until you reach this roundabout which you have to take the third leave, so turn left. Keep straight until Guissona.

Then, after Guissona, go straight for 20 minutes and you will reach your destination.

Vocabulary Unit 5

 Vocabulary Builder

TROUBLESHOOTING

control panel: panell de control

loose connection: connexió dèbil

mute box: icona de silenci

no signal message: missatge de sense senyal

power button: botó d'engegada

volume control: control de volum

VERBS

freeze: congelar

log off: sortir (del sistema), desconnectar-se

make sure: assegurar-se

press and hold: mantenir polsat

reconnect: re-connectar

reinstall: re-instal·lar

reopen: re-obrir

replace: reemplaçar

restart: re-iniciar

shut down: apagar  

TROUBLESHOOTING

anti-virus software: programa anti-virus

back up: còpia de seguretat

follow instructions: instruccions a seguir

lose: perdre

password: contrasenya 

recover: recuperar 

PLACES AROUND TOWN

airport: aeroport

department store: tenda departamental

entrance: entrada

exit: sortida

factory: fàbrica 

ground floor: planta baixa

library: biblioteca

lift: ascensor

off-site: a fora

on-site: a dins

post office: oficina postal

reception: recepció

shopping centre: centre comercial

sports centre: centre d'esports

stairs: escales

train station: estació de ferrocarril

DIRECTIONS

at the end of the corridor: al final del passadís

go straight: segueix recte

on your left / right: a la teva esquerra / dreta

opposite: oposat a

turn left / right: gira a la esquerra / dreta

EXTRA!

assist: ajudar, assistir

at the traffic lights: als semàfors

breakdown: avaria

corrupt files: arxius corruptes

cross the road: creuar la carretera

debugging: depuració, neteja

diagnose: diagnòstic

maintenance: manteniment

manual: manual

performance: rendiment

problem solving: resolució de problemes 

recovery: recuperació

reset: restaurar, formatar

take the first left / right: agafar la primera a la esquerra / dreta