DAM U7

Match

Decide which department each caller should be transferrred to.

• 'The contract says £15 per barcode scanner, but you have charged me £17 each.'

• My PC keeps turning off by itself.

• I saw a job for a software tester on your webpage.

• We ordered 12 CPUs last week byt still haven't received them.

• We've received our order of 20 microphones, but four are broken.

Accounts Department

IT Maintenance Department

Human Resources Department

Sales and Marketing Department

Customer Relations Department

• Accounts Department

• IT Maintenance Department

• Human Resources Department

• Sales and Marketing Department

• Customer Relations Department

Labelling

Complete the mini-dialogues with the missing words.

Drag labels to their correct position on the image

sp1299

sent

school

lent

client

sp1289

Sales and Marketing Department

highschool

customer

technician

Audio Response

We're going to practise on of the previous dialogues. More especifically, number 3 (page 28 student's book).
I'm A and you'll be B.

Open Audio Recorder

​

LET'S REMEMBER THE DEPARTMENTS

​SALES AND MARKETING DEPARTMENT

IT MAINTENANCE DEPARTMENT

ACCOUNTS DEPARTMENT

HUMAN RESOURCES DEPARTMENT

CUSTOMER RELATIONS DEPARTMENT

Dropdown

1.I think we should ​

Select answer

in more detail at our team meeting.

2.We want our customers to be ​

Select answer

with the service we give.

3.They're asking how much we ​

Select answer

for technical support.

4.The company will replace the ​

Select answer

item for free.

5.Our ​
Select answer
are from 9 in the morning until 8 in the evening.

Match

Match the following words with the definitions:

• customer number

• quote

• enquiry

• overcharge

• complaint

ref. assigned to customer by supplier

estimated cost for a job or service

a request for information

charge too high for a product or service

statement something is unsatisfactory

• ref. assigned to customer by supplier

• estimated cost for a job or service

• a request for information

• charge too high for a product or service

• statement something is unsatisfactory

Open Ended

1. Caller's name?
Call description: The caller is having problems with the client 2. _____ we installed. They can't access 3. ______.

A technician will visit 4.______. The shop is open from 5. _______ in the morning.

Open Ended

Read the text and correct the sentence:
JOHN HIGGINS IS WRITING TO THE COMPUTER COMPANY ABOUT A SOFTWARE PROBLEM.

Open Ended

Read the text and correct the sentence:
THE MOTHERBOARD HE RECEIVED WAS MAKING A NOISE.

Open Ended

Read the text and correct the sentence:
COMPUNET WAS NOT AFFECTED BY THE PROBLEM.

Open Ended

Read the text and correct the sentence:
A REPRESENTATIVE OF THE COMPANY SPOKE NICELY TO HIM.

Open Ended

Read the text and correct the sentence:
JOHN HIGGINS PLANS TO WORK WITH THE COMPANY IN THE FUTURE.

Multiple Select

In the following dialogue, choose TWO POSSIBLE RESPONSES:
A: Can you give me more details, please?

• Yes, the CPU has a defect.

• I ordered it on your website a week ago.

• Yes, I agree

Multiple Select

In the following dialogue, choose TWO POSSIBLE RESPONSES:
A: I apologise for the inconvenience.

• Well, I hope this won't happen again.

• That's OK. I appreciate your help.

• We've lost business.

Multiple Select

In the following dialogue, choose TWO POSSIBLE RESPONSES:
A: I want a refund

• I'm sorry, our opening times are nine to five.

• I'll ask my manager.

• I'm sorry, we can't give you your money back.

Multiple Select

In the following dialogue, choose TWO POSSIBLE RESPONSES:
A: Will you correct the mistake right away?

• We'll replace the part immediately.

• We'll deal with it now.

• We're sorry about that.

Multiple Select

In the following dialogue, choose TWO POSSIBLE RESPONSES:
A: Our order still hasn't arrived.

• Thank you for your order.

• Our records say it was delivered to you on Friday.

• I'll look into that and call you right back.

Dropdown

Choose the correct option:
Thank you for calling. I'll be happy to ​

Select answer

you again in the future.

Dropdown

Choose the correct option:
I don't know what to do. What do you ​

Select answer

?

Dropdown

Choose the correct option:
I can't remember exactly what you ordered. I'll ​

Select answer

.

Dropdown

Choose the correct option:
The order hasn't arrived yet. It must be ​

Select answer

.

Dropdown

Choose the correct option:
The order hasn't arrived yet. It must be ​

Select answer

.

Multiple Choice

DO THESE SENTENCES HAVE A SIMILAR MEANING?
a. The prices on the invoice are too high. There must be an error.

b. The prices on this invoice are incorrect.

Multiple Choice

DO THESE SENTENCES HAVE A SIMILAR MEANING?
a. They credited our account after they had overcharged us.

b. They put us through to the accounts department because they had overcharged us.

Multiple Choice

DO THESE SENTENCES HAVE A SIMILAR MEANING?
a. You sent us through the wrong item.

b. I hadn't ordered the item you sent us.

Multiple Choice

DO THESE SENTENCES HAVE A SIMILAR MEANING?
a. We'll replace the tablet at our expense.

b. We'll pay for replacing the tablet.

Multiple Choice

DO THESE SENTENCES HAVE A SIMILAR MEANING?
a. The equipment you sent us is missing a part.

b. You've sent us more parts than we need.

Multiple Choice

DO THESE SENTENCES HAVE A SIMILAR MEANING?
a. This keyboard has got a defect, so it will have to be replaced.

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

Drag and Drop

1. If the product is in its original box, I can give you a full ​

Placeholder

// 2. I want ​

Placeholder

for the inconvenience you have caused me. // 3. We finally found what was causing the problem. It was a ​

Placeholder

.// 4. There's a lot of competition in this area, so our company has been ​

Placeholder

.// 5. Check that fan. It's ​

Placeholder

.

Drag these tiles and drop them in the correct blank above

refund

compensation

faulty part

losing business

making a noise

return

lose business

part broken

make a noise

Categorize

Options (8)

Is this product under warranty for a year?

Of course. We'll credit your account.

You can return the items by post at our expense.

We'll have to open the computer to see if there's any damage inside.

I'm very upset. I'll make a claim.

I apologise for the error. We'll send you the correct items immediately.

When I opened the box, I saw that the camera was missing a part.

We refuse to pay because we received the wrong items.

Read the sentences. Which are said by a CUSTOMER? Which are said by a CUSTOMER RELATIONS REPRESENTATIVE?

CUSTOMER

CUSTOMER RELATIONS REPRESENTATIVE