5
1-tied arrangements
2-hold a meeting
3-give a presentation
4-make up
5-check your calender
6-take place
6
1- a
2- b
3-a
4-a
5-a
6-a
7-b
8-b
7
1-pack
2-video conference
3-light refreshments
4-equipment
5-break
6-sharp
8
1-videoconference
2-sharp
3-light refreshments
4-conference
5-conteiner
6-pack
Arranging a meeting -- Organizar una reunion
attend the meeting - asistir a la reunion
break - romper
busy - ocupado
check your calendar - revisa tu calendario
confirm - confirmar
convenient - conveniente
equipment - equipo
free - gratis
give a presentation - dar una presentacion
hold a meeting - tener una reunion
light refreshments - refrescos
make arragements - hacer arreglos
pack - embalar
participants - participantes
previous commitment - compromiso previo
schedule - cronograma
sharp - afilado
take place - tener lugar
tied up - atado
video conference - video conferencia
Rescheduling -- Reprogramación
alternative date - fecha alternativa
appointment - cita
arrange - arreglar
cancel - cancelar
feel ill - sentirse enfermo
get lost - pierdase
got the dates mixed up - fechas esparcidas
held up in a traffic jam - detenido en un atasco
leave...urgently - salir... urgentemente
participate - participar
pustpone - posponer
reorganise - reorganizar
reschedule - reprogramar
running late - llegando tarde
suit - paquete
switch - cambiar
Time -- Tiempo
half past - y media
o'clock - en punto
quarter past - cuarto pasado
quarter to - menos cuarto
ten past - diez minutos despues de las...
twenty to - veinte para
Extra - ausente
absent - ausente
abjourn - aplazar
boardroom - sala de consejo
chairperson - presidente
conference call - conferencia
delay - demora
instead - en cambio
make it - hazlo
minutes - minutes
punctual - puntual
verify - verificar
vote - votar
wrap up - envolver
Student A: You a customer calling customer services with a complaint. Turn to page 86 and answer Student B's questions.
Students 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.
a)Hello, I am calling from Magic Electrics regarding invoice number 007865. I am speaking with Joan, the contact person for our account.
b)Agent: Hello Joan, how can I assist you today?
a)Customer: We have a product that is under warranty until next month, but we are experiencing some issues with it.
b)Agent: I'm sorry to hear that. Could you please explain the nature of the issue or your complaint with the product?
4-
1-refuse
2-reture
3-make a claim
4-los in the post
5-
1-similar
2-not similar
3-similar
4-similar
5-not similar
6-similar
6-
1-refund
2-compensation
3-faulty part
4-losing business
5-making a noise
6-doesn't fit
7-
1-customer
2-representative
3-customer
4-representative
5-customer
6- representative
7- customer
8- customer
8-
1-refund
2-under warranty
3-refused
4-compensation
5-return
6-make a claim
Comment: I am writing to complain about the disappointing service I received from your company. You sent me a motherboard that was missing a part. This caused us a serious problem because we couldn't use ou main PC for sales. As a result of this, we lost a considerable amount of bussiness.
When I made a complaint to an employee at Customer Services, she was rude and refused to offer compensation.
I am sure you undeerstand that i will be looking for a new supplier.
translate: Comentario: Le escribo para quejarme del decepcionante servicio que recibí de su empresa. Me enviaste una placa base a la que le faltaba una pieza. Esto nos causó un serio problema porque no podíamos usar nuestra PC principal para las ventas. Como resultado de esto, perdimos una cantidad considerable de negocios. Cuando presenté una queja a una empleada de Atención al Cliente, ella fue grosera y se negó a ofrecer una compensación. Estoy seguro de que comprenderá que buscaré un nuevo proveedor.
DEPARTAMENTS DEPARTAMENTOS
accounts departaments-departamento de contabilidad
customer relations department- departamento de atencion al cliente
human resources departament- departamento de recursos humanos
IT maintenance departament- departamento de mantenimiento
sales and marketing departament- departamento de ventas y marketing
CUSTOMER SERVICE SERVICIO AL CLIENTE
charge-cargar
complaint-queja
customer number-numero de cliente
damaged-dañado
discuss it-discutirlo
enquiry-consulta
get back to you-regresar a ti
hold the line opening times- mantener la linea horarios de apertura
overcharge- sobrecarga
quote- cita
satisfied- satisfecho
shipping date- fecha de envio
COMPLAINTS QUEJAS
assist-asistir
at our expense-a nuestra cuenta
check my records- revisar mis registros
compensation- compensacion
credited our account-acreditado en nuestra cuenta
defect- defecto
doesn't fit- no encaja
error- error
faulty part- pieza defectuosa
losing bussiness- perdiendo negocios
lost in the post- perdido en el correo
make a claim- hacer un reclamo
making a noise-haciendo un ruido
missing a part- falta una parte
refund (n)- reembolso (n)
refuse - rechazar
return- devolver
suggest- sugeriri
the wrong item- el articulo equivocado
under warranty- bajo garantia
