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

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.