YOUR TURN

 Your turn

Student A: You are a customer calling customer services with a complaint. Turn to page 86 and answer Student B’s questions.

Student B: You are a customer relations clerk. Turn to page 94. Ask questions to fill in the customer complaint form. Then apologise to the customer and suggest a suitable solution to the problem.

Dialog

B: Hello Ian speaking from PcComponentes how can i help you?

A: Hi, I want to make a complaint. 

B: Oh, I see. Can you give me more details about your problem, please?

A: I received an audio interface with defects. The jack output doesn’t work.

B: I’m sorry to hear that. Can you give me the name of your company, please?

A: It’s Audio-Technics.

B: Ok. Can I take your customer number and your name, please?

A: Yes, of course. My customer number is AT972, and my name is “Paul Francesc”.

B: Give me a moment please. Now can I have more details about the product and the invoice number, please?

A: Yes, the product is the Sound Blaster DT920, and the invoice number is PT2435.

B: Alright, is the product under warranty?

A: Yes, I bought it a month ago.

B: Okay, do you want to replace the item or do you prefer a technician to fix it? 

A: I would like a replacement of the item.

B: Thank you for beeing patient, we will replace it immediately. Do you need something else? 

A: No, that’s all. Thank you for your service. Bye!

B: Your welcome, have a nice day!

CUSTOMER COMPLAINT FORM / CUSTOMER INFORMATION:

Name of Company: Audio-Technics

Customer Number: AT972

Name of Contact Person: Paul Francesc

Invoice Number: PT2435

Product: Sound Blaster DT920

Product Under Warranty: Yes

Customer’s Complaint: The jack output doesn’t work

Solutions:

Replace the item 

Send a technician

Pag 31 Vocabulary

Ex 4.

1. Assist.

2. Suggest.

3. Check my records.

4. Lost in the post.

Ex 5.

1. a. The prices on the invoice are too high. Ther must be an error.

b. The prices on this invoice are incorrect.

3. a. You sent us the wrong item.

b. I hadn' ordered the item you sent us.

4. a. We'll replace the tablet at our expense.

b. We'll pay for replacing the tablet.

6. a. This keyboard has got a defect, so it will have to be replaced.

b. This keyboard will have to be replaced because there'ssomething wrong with it.

Ex 6.

1. Refund.

2. Compensation.

3. Faulty part.

4. Losing business.

5. Making a noise.

6. Doesn't fit.

Ex 7.

1. Customer relations representative

2. Customer relations representative

3. Customer

4. Customer relations representative

5. Customer

6. Customer relations representative

7. Customer

8. Customer

Ex 8.

1. Return.

2. Under warranty.

3. Refused.

4. Compensation.

5. Refund.

6. Make a claim.

Vocabulary unit 7

Departments

Account department: departament de comptes

Customer relations departament: departament de relacions amb el client

Human resources departament: departament de RRHH

IT maintenance department: departament de manteniment informàtic

Sales and marketing deparment: departament de vendes i marketing

Customer service

Charge: cobrar

Complaint: queixa

Customer number: numero de client

Damaged: danyat/malmes

Discuss it: discutir-ho

Enquiry: petició

Get back to you: tornar a tu

Hold the line: manteneixte en linea 

Opening times: horari de opertura 

Overcharge: cobrar de mes

Quote: pressupost 

Satisfied: satisfacció 

Shipping date: data de compra

Complaints

Assist: ajudar/assistir

At our expense: acosta nostra

Check my records: revisar el nostre historial 

Compensation: compensació 

Credit our account: carregat al nostre compte

Defect: defecte 

Doesn't fit: no hi ha caixa 

Error: error

Faulty part: part defectuosa 

Losing business: perden el negoci

Lost in the post: perdut en l'enviament 

Make a claim: fer una reclamació 

Making a noise: fent soroll 

Missing a part: perdre una part

Refund (n): rembolsar

Refuse: negar
Return: retornar

Suggest: sugerir

The wrong item: l'objecte equivocat

Under warranty: en garantia

Extra!

Broken: trencat

Customer satisfaction: satisfacció del client

Disappointed: decebut/desepcionat

Displeased: disconforme 

Dissatisfaction: insatisfacció

Feedback: opinio 

File a lawsuit: presentar una demanda

Financial director: director financer 

Inappropriate: inadequat

Lose business: perdre el negoci 

Managing director: director general

Reserch and development departament: departament I+D

Treatment: tracte

Pag 28 Dialogue

1. 

A: Thank you for calling World of Computers.

How can I help you?

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

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

B: It's Mrs Simpson.

2.

A: Good mornig. 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 acconunts 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 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 departament.

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.

Translated

1.

A: Gracies per trucar World of Computers.

Com te puc ajudar?

B: Hola. Estic interessat en comprar un nombre de portàtils i tabalets. Ho necessitem per la nostra escola.

A: Per favor manteneixte en linea. Te posare amb el nostre departament de vendes i marketing. Quin es el teu nom, per favor?

B: Es Mrs Simpson.

2.

A: Bon dia. Puc preguntar quin es el problema, per favor?

B: Si, crec que he pagat de mes per els escaners que he demanat. 

A: Ho sento. Quin es el teu numero de client, per favor?

B: Es SP1289.

A: D'acord, espera i te posare amb el departament de comptes. Estaran amb tu dins de poc.

3.

A: Hola. Estic trucant perque tinc un problema amb un dels dissipadors que me has venut.

B: Ho sento per sentir aixo. Pots descriure el problema, per favor?

A: Quan engego la computadora, no se engega. 

B: Oh, vec. Per favor manteneixte en linea i te posare amb el departament de manteniment informàtic.

Ho sento la linea esta ocupada ara mateix. Deixam anotar el teu nom i numero. Conseguire a un tècnic que es posi amb contacte amb tu. 

Pag 24 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 chipsin 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.

Traduction: 

A: Bon dia, Compuset assistència en linea. Estàs parlant amb Melanie. Com et puc ajudar? 

B: Hola, sóc Dave Smith de CopyShop. Me pots dir si teniu alguna memoria RAM X300? 

A: Tens el numero del producte, siusplau? 

B: Si, es 15480.

A: Un moment, Mr Smith, ho comprobare. Per favor quedat en linea.

B: Clar.

A: Gracies per esperar. Si, tenim 10 de aquests en estoc.

B: Be. Vindre mes tard aquesta setmana.

A: Puc ajudar te amb alguna cosa mes avui?

B: Si. Per desgracia, hem tingut un problema amb l'ultima actualitzacio de pgrogramari que ens has venut.

A: Oh, sento escoltar aixo, Sr Smith. Et posare en contacte amb un tecnic de suport.

Vocavullary: Unit 6

PHONE CALLS

As soon as possible: El avans posible 

Avoid: Evitar

Be careful: Ves amb compte

Calller: Trucador

Contact: Contacte

Dial a number: Marca un número

Engaged: Ocupada

Extension number: Número d'extensió

No reply: Sense resposta

On the line: En linia

Professional: Professional

Put you through: Passar una trucada

Remind: Recordar

Repeat: Repetir

Ring back: Torna a trucar

Speak up: Parlar alt

State: Anomenar

Wrong number: Número incorrecte

ANSWERING CALLS AND TAKING MESSAGES

Cut off: Tallar la trucada

Deal with: Tractar amb

Expect: Esperar

Hang up: Penjar

In a meeting: En una reunió

Interrupt: Interrompre

Leave a message: Deixa 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: Retorna la trucada

Spell that: Deletreja això

Take a message: Agafar un missatge

Take down: Anotar

Transfer: Transferència

Unavailable: No disponible

Urgent: Urgent

EXTRA

Bad connection: Mala connexió

Call back: Torna a trucar

Calling on behalf of: Trucant en nom de

Clearly: Clarament

End a converstion: Finalitzar una conversa

Get through: Comunicar-se

Interference: Interferència

Line is free: La línia és lliure

Offer assistence: Oferir assistència

Speak a little more slowly: Parla una mica més lentament

Take a call: Agafar una trucada

Voicemail: Correu de veu

Would you mind...?: Et faria res...?

Giving directions

 Starting point:

Institut Almatà

Destination:

ATM CaixaBank Plaça de la Sardana

To go to CaixaBank first of all you need to go straight when you see the basilica of Saint Christ, the next step is go down the stairs and then you turn right. When you see the river go straight across the bridge. When you cross the bridge turn right and go straight, when you see the promenade go straight until you see the ATM.