SMX 1

 Exercice 5: 1: We managed to fix your hard drive but unfortunately, you need a new motherboard -3 2: Your satisfaction is very important to us. I'm very sorry to hear there waas a problem with our service -4 3: I cann give you a reduction in price if you buy a larger quantity -1 4: Please give me the invoice number and i will check what the price were -2 5: I'm planning a staff trainig programme for all our new employees -5 Exercice 6: 1: Discuss it 2: Satisfield 3: Charge 4: Get back to you 5: Damaged 6:  Openig times 7: Hold the line Exercice 7: 1: Customer number: F 2: Quote: D 3: Enquiry: A 4: Overcharge: B 5: Shipping date: E 6: Complaint: C

 Departments: accounts department – departament de comptes customer relations department – departament de relacions amb clients human resources department – departament de recursos humans IT maintenance department – departament de manteniment informàtic sales and marketing department – departament de vendes i màrqueting Customer Service: charge – càrrec / cobrar complaint – queixa customer number – número de client damaged – danyat discuss it – comentar-ho enquiry – consulta get back to you – tornar-te a contactar hold the line – mantingues la línia 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 la nostra despesa / càrrec nostre check my records – revisar els meus registres compensation – compensació credited our account – abonat al nostre compte defect – defecte doesn't fit – no encaixa / no va bé error – error faulty part – peça defectuosa losing...

 Listening pag 25

    Exercice 5 1- good 2- closed 3- will 4- busy 5- on the phone 6- hear Exercice 6 1- repeat 2- contact 3- dial a number 4- wrong number 5- put you through 6- extension number 7- state Exercice 7 1- as soon as possible 2- ring back 3- on the line 4- avoid 5- remind Exercice 8 1 - a 2 - e 3 - f 4 - c 5 - d 6 - b

  Exercice 5 1- out of town 2- in a meeting 3- on holiday  4- take down 5- hang up 6- cut off 7- put you on hold 8- take a message 9- leave a message Exercice 6 1- line is busy 2- spell that 3- interrupt 4- out of the office 5- return your call Exercice 7  1-e 2-c 3-d 4-a 5-b Exercice 8 1- in a meeting 2- left 3- urgent 4- deal with 5- return 6- took down

 Phone calls: as soon as possible – tan aviat com sigui possible  avoid –evitar  be careful – vés amb compte  caller – persona que truca  contact – contactar  dial a number – marcar un número  engaged – ocupat (línia)  extension number – número d’extensió  on the line – en línia  professional – professional  put you through – passar la trucada  remind – recordar  repeat – repetir  ring back – tornar a trucar  speak up – parlar més fort  state – indicar / dir  no reply – no respon  wrong number – número equivocat Answering calls and taking messages: cut off – tallar-se la trucada  deal with – gestionar / tractar  expecting – esperant (una trucada)  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’ofici...