Costumer Service

  Customer Service

1:

A: Thank you for calling World of Computers. How can I help you?

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

A: Please hold the line. I'll put you through to our sales and marketing department. 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 through to the accounts department. 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 department.

A: 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.

DIALOGUE

 EX.2

A: Can i speak to Chloe Burns in tech support please?

B: Just a moment,i'll put you on hold ... . i'm sorry. I'm afraid that Chloe is unavailable at the moment.She's in a meeting with a client.Can i transfer you to Bill Jones from the same departament?

A: No, i'd rather speak to Chloe directly.

B: OK, I understand.

A: Could you ask her to return my call,please?We've got a problem with our accountig program,We nned a solution urgently.

B: Let me write down your name and contact details.

A: It's Steve McGough.

B: Can you spell your last name,please?

A: Yes,of course.It's M-C-G-O-U-G-H.And my phone number is 061 209 922.

B: Ok,Let me check that,It's =61 209 992?

A: No,it's 922 at the end.061 209 922.

B: 061 209 922.OK.And the message is to call you urgently about a software problem.

A: That's right.

B: I expect her to be free at around 1.00.

Vocabulary

Vocabulary Builder

as soon as possible: el més aviat possible

avoid: evitar

be careful: tingues cura

caller: persona que truca

contact: contacte

dial a number: marcar un número

engaged: compromès

extension number: número d'extensió

no reply: no contestar

on the line: en la línia 

professional: professional

put you through: posar-te a (una trucada)

remind: recordar

repeat: repetir

ring back: trucar de volta

speak up: parlar alt

state: estat

wrong number: número erroni

ANSWERING CALLS AND TAKING MESSAGES

cut off: tallar

deal with: tema per telefon

expect: esperar, creure

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'oficina

out of town: fora de la ciutat

put you on hold: posar en espera

return your call: tornar la trucada

spell that: lletreja

take a message: agafar un missatge

take down: prendre anota

transfer: transferir

unavailable: no disponible

urgent: urgent

EXTRA

bad connection: connexió dolenta

call back: trucar de volta

calling on behalf of: trucar de part de

clearly: clarament

end a conversation: acabar una conversa

get through: localitzar, trobar-se

interference: interferència

line is free: línia lliure

offer assistance: oferir assistència, ajuda

speak a little more slowly: parla més lentament

take a call: agafar una trucada

voicemail: contestador