7 Vocabulary Builder

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DEPARTAMENTS                                                                         

Accounts departament- Departament de comptes

Customer relations departament- Departament de relacions amb clients

Human resource departament- Departament de recursos humans

IT maintenance- Deparetmente manteniment informàtic

Sales and marketing departament- Departament de vendes i màrqueting

CUSTOMER SERVICE                                                                 

Charge- Cobrar

Complaint- Queixa

Customer number- Número de client

Damaged- Dayant

Discuss it- Discutiu-ho

Enquiry- Petició/demanda

Get back to you- Torna a posar-se amb tu

Hold the line- Esprar la línia/ espera't

Opening times - Horari d'obertura

Overcharge- Pagar de més

Quote- Quota

Satisfied- Satisfet

Shipping date- Data d'enviament

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COMPLAINTS                                                                              

Assist- Ajudar

At our expense- A costa nostra

Check my records- Comprovar els registre

Compensation- Compensació

Credited our account- Abonat al nostre compte

Defect- Defecte

Doesn't fit- No encaixa

Error- Error

Faulty part- Part defectuosa

Losing business- Perdent negoci

Lost in the post- Perdut durant l'enviament

Make a claim- Feu una reclamació

Making a noise- Fent soroll

Missing part- Falta part

Refund (n)- Devolució (n)

Refuse- Rebutjar

Return- Tornar

Suggest- Suggereix

The wrong item- Article equivocat

Under warrantly- Sota garantia

Extra!  

Broken- Trencat

Customer satisfaction- La satisfacció del client

Disappointed- Decebut

Displeased- Disconformer

Dissatisfaction- Insatisfacció

Feedback- Volunatria

File a lawsuit- Arxivar una demanda

Financial director- Director financer

Inappropriate- Inadequat

Lose business- Perdre negocis

Managing director- Director gerent

Research and development departament- Departament de recerca i desenvolupament

Treatment- Tracte

7- Customer Complaints

 1. A: Can you give me more details, please?

     B: a. Yes, the CPU has a defect.

          b. I ordered it on your website a week ago

 2. A: I apologise for the inconvenience.

     B: a. Well, I hope this won't happen again.

          b. That's OK. I appreciate your help.

 3. A: I want a refund!

     B: b. I'll ask my manager. 

          c.  I'm sorry, we can't give you your money back.

4. A: Will you correct the mistake right away? 

     B: a. We'll replace the part immediately.

          b.  We'll deal with it now.

5. A: Our order still hasn't arrived!

     B: b. Our records say it was delivered to you on Friday 

          c. I'll look into that and call you right back.

7-Customer Service

Working with Vocabulary

5

1. We managed to fix your hard drive burt unfortunately, you need a new motherboard.

IT maintenance departament

2. Your satisfaction is very important to us. I'm very sorry to hear there was a problem with our service.

Customer relations departament

3. I can give you a reduction in price if you buy a larger quantity.

Sales and marketing departament

4. Please give me the invoice number and I'll check what the prices were.

Accounts departament

5. I'm planning a staff training programme for all our new employees.

Human resources departament

6

1. I think we should discuss it in more detail at our next team meeting.

2. We want all our customers to be satisfied with the service we give.

3. They're asking how much me charge for technical support.

4. I'm sorry. the line is busy. I'll ask her to get back to you as soon as possible.

5. The company will replace the damaged item for free.

6. Our opening times are from 9 in the morning until 8 in the evening.

7. Don't hang up-hold the line and I'll put you through to the correct departament.

7

A

1. customer number 

2. quote

3. enquiry

4. overcharge

5. shipping date

6. complaint

B

a.  a request for information. enquiry

b.  charge too high a price for a product or service. overcharge

c.  a statemen that something is unsatisfactory. complaint

d. the estimated cost for a job or service. quote

e. The date a custmoer's order leaves the supplier. shipping date

f. a reference assigned to each customer by a supplier. customer number 

7-Dialogue

1

A:  Thank you for calling World of Computers.

      How can I help you?

B: Hello. I'm interesed in purchasing a number of laptops or tablets. We need them for out wall.

A: Please hold the line. I'll put you through to our salls market departament. 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 throught to the accounts departament. They'll be with you shortly.

3

A: Hello. I'm calling because I've got a problem with one of the heatsinks you sents 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 departament. I'm sorry the line is busy right now. Let me take your name and number. I'll get a tecnition to get back to you.