pag 33 5-8

 5.

1.= c

2. = a

3. =  d

4. = b

5. = f

6. = e

6

1. a

2. b

3. a

4. a

5. a

6. a

7. b

8. b

7

1. video conference

2. sharp

3. light refreshments

4. equipment

5. pack

6. break

8

1. time

2. busy

3. later

4. drinks

5. free

6. stop

Vocabulary Builder pag 124

Arranging a meeting 

Attend the meeting - Assistir a la reunió
Break = Pausa
Busy = Ocupat
Check your calendar = Comprova el teu calendari
Confirm = Confirmar
Convenient = Anar be
Equipment = Equipament
Free = Lliure
Give a presentation = Fer una presentació
Hold a meeting = Fer una reunió
Light refreshments = Refrescos lleugers
Make arrangements = Fer els preparatius
Pack = Empacar
Participants = Participants
Previous commitment = Compromís previ
Schedule = programar
Sharp = En punt
Take place = Tindre lloc
Tied up = Estar ocupat
Video conference = Videoconferència

Rescheduling

Alternative date = Data alternativa
Appointment = Cita
Arrange = Organitzar
Cancel = Cancel·lar
Feel ill = Sentir-se malalt
Get lost = Perdre's
Got the dates mixed up = Condondres de data
Helped up in traffic jam = Estar atrapat en un embús
Leave... urgently = Sortir... urgentment
Participate = Participar
Postpone = Posposar
Reorganise = Reorganitzar
Reschedule = Reprogramar
Running late = Arribar tard
Suit = Adaptar-se
Switch = Canviar

Time

Half past = I mitja
Quarter past = Un quart de...
Ten past = Deu minuts passats
O'clock = En punt
Quarter to = Un quart per a...
Twenty to = Vint per a...

Extra!

Absent = Absent
Adjourn = Suspendre
Boardroom = Sala de juntes
Chairperson = President/a
Conference call = Conversa telefònica en conferència
Delay = Endarreriment
Instead = En lloc de
Make it = Arribar
Minutes = Actes
Punctual = Puntual
Verify = Verificar
Vote = Vot
Wrap up = Acabar/Concloure

Pag 31

 4.

1. assistí

2. suggest

3. check my records

4. lost in the post

 5.

1. Correct 

2.

3. Correct

4. Correct 

5.

6. Correct

 6.

1. refund

2. compensation

3. faulty part

4. losing business

5. making noise

6. doesn't fit

 7.

1. Costumer relations representative

2.Costumer relations representative

3. Costumer

4. Costumer relations representative

5. Costumer

6. Costumer relations representative

7. Costumer

8. Costumer

Pag 29 Exercices

5. 

1. IT maintenance department

2. Customer relations department

3. Sales and marketing department

4. Accounts department

5. Human resources department

6

1. discuss it 

2.  satisfied 

3. charge 

4.  get back to you

5. damaged

6. opening times 

7. hold the line

7

1. f. A reference assigned to each customer by supplier.

2. d. The estimated cost for a job or service.

3. a. A request for information.

4. b. Charge too high a price for a product or service.

5. e. The date a costumer's order leaves the supplier.

6. c. A statment that something in unsatisfactory.

Vocabulary 7

 DEPARTAMENTS

Accounts department = Departament de comptabilitat

Customer relations department = Departament de re

Human resources department = Departament de recursos hum

IT maintenance department = Departament de mantenim

Sales and marketing department = Departament de vendes i màrqueting

CUSTOMER SERVICE

Charge = Càrrec

Complaint = Queixa

Customer number = Número de client

Damaged = Danyat

Discuss it = Discutir-ho

Enquiry = Consulta

Get back to you = Tornar a contactar-te

Hold the line = Espera a la línia

Opening times = Horari d'obertura

Overcharge = Sobrecarregar (o cobrament excessiu)

Quote = Pressupost

Satisfied = Satisfet

Shipping date = Data d'enviament

Complaints

Assist = Assistir

At our expense = A la nostra despesa

Check my records = Comprovar els meus registres

Compensation = Compensació

Credited our account = S'ha abonat al nostre compte

Defect = Defecte

Doesn't fit = No s'adapta

Error = Error

Faulty part = Peça defectuosa

Losing business = Perdent negocis

Lost in the post = Perdut a correus

Make a claim = Fer una reclamació

Making a noise = Fer soroll

Missing a part = Falta una peça

Refund (n) = Reembossament

Refuse = Rebutjar

Return = Retornar

Suggest = Sugerir

The wrong item = L'objecte equivocat

Under Warranty = En garantia

Extra!

Broken = Trencat

Customer satisfaction = Satisfacció del client

Disappointed = Decebut

Displeased = Descontent

Dissatisfaction = Insatisfacció

Feedback = Comentaris (o retroalimentació)

File a lawsuit = Presentar una demanda

Financial director = Director financer

Inappropriate = Inadequat

Lose business = Perdre negoci

Managing director = Director general

Research and development department = Departament de recerca i desenvolupament

Treatment = Tractament

Pag 28 Costumer Service

Sales and Marketing Department: Departament de Vendes i Màrqueting

Angles=For quotes, pruchases and order enquiries 

Cat=Per a pressupostos, compres i consultes d'ordres i comandes

IT Maintenance Department: Departament de Manteniment d'IT

Angles=For software of hardware problems: 

Cat=Per a problemes de programari i maquinari

Accounts Department: Departament d'Accounts

Angles=For financial matters such as invoices, problems with pircing and contracts: 

Cat=Per a problemes financeres com factures, problemes amb els preus o contractes

Human Resources Department: Departament de Recursos Humans

Angles=Callers interested in employment: 

Cat=Per a persones interessades en un lloc de treball

Customer Relations Department: Departament de Relacions amb els Clients

Angles=Complaints about damaged or incorrect products: 

Cat=Queixes sobre productes danyats o incorrectes

pag 27

5

1. out of town

2. in a meeting

3. on holiday

4. take down

5. cut off

6. hang up

7. put you on hold

8. take a message

9. leave a message

6

1. line is busy

2. spell that

3. interrupt

4. out of the office

5. return your call

7

1. e = can't be contacted

2. c = pass a calll on to someone else

3. d = take action to do something

4. a = needs immediate attention

5. b = believe that someone or something will arrive soon

8

1. in a meeting

2. left

3. urgent

4. deal with

5. return 

6. took down