HOMEWORK 74

BOOK 34 Here to help: customer service

A- Good service
Prompt = quick, without delay
Query =question or enquiry
Responsive to = they listen, take things seriously and act
Accommodating = willing to understand and help
Got back to = called (or wrote) with an answer
Impeccable = 100% perfect
Obliging = willing and happy to do things for someone

B- Adjectives connected with bad service

Adjective Meaning Example
Incompetent Failing through insufficient skill, It wasn’t just bad service; they were
knowledge or training completely incompetent.
Impersonal Lacking a personal element or I find some big shops so impersonal.
feeling of human warmth
Shoddy Poor quality (of service or of goods) They repaired my car but the work
was very shoddy.
Substandard Below the standard expected (often It was a substandard performance
used about actions) altogether for such a big company.
Uncooperative Not supportive, unwilling to work The secretary was very
together uncooperative, so I ended up doing it
myself.

Backlog= number which are waiting to be dealt with

Sense of urgency = feeling that your request is important or urgent
Helpline = telephone number where you can get help if you have problems
Put you on hold = make you wait
Under guarantee/warranty = having a written promise by a company to repair or replace a
faulty product
C- Service encounters on the internet
Secure site = web address where no outside person can read your details
Set up an account = enter all the details necessary to open an account
Privacy policy = set of rules to make sure your account is private
Secure transactions = business exchanges which protect, e.g., your credit card from use by
someone else
Availability = whether they can supply something, e.g., a room for when you want it
Home page = main or first page of a website
FAQ = frequently asked questions (pronounced as initials)
Browse = look a the list of goods/services offered before buying
Site index = alphabetical list of contents of website
Immediate dispatch = goods will be sent at once
Nationwide = covering the whole country
Track = follow
In-store = in a real shop
EXERCISES
34.1-Fill the gaps with appropriate words or phrases from the opposite page. There may be
more than one possible answer.
1 I rang to complain and they put me ___________ for about 15 minutes. Then I spoke to
someone who promised to ring me again, but they never got ___________ me. I’ll have to call
them again.
On hold | back to

2 They promised immediate ___________ of the goods I ordered, but I’ve been waiting over a
week now, and nothing has arrived.
Dispatch

3 I’ve always found the company very ___________ to complaints and enquiries.
Uncooperative | Responsive

4 I was expecting a ___________ reply to my email, but I’ve been waiting two weeks now, and
still haven’t had an answer.
Track

5 I asked why they hadn’t dealt with my order yet and they said there was a ___________ of
orders which had built up over the New Year’s holiday.
Backlog

6 In my opinion, the goods and the service were both pretty ___________. I would have
expected better quality from such a famous firm.
Shoddy

7 Staff in that shop are so ___________; they are genuinely helpful.

Impeccable

8 I rang the ___________, but they couldn’t solve my problem.

Helpline

9 I think you need to try a musical instrument before you buy it, so I would recommend you
buy your guitar ___________ rather than online.
In-store

10 Most online stores ask you to ___________ an account before you can buy things.
Set up
34.2- Here are some links from internet sites. Match them with the list of functions.

a) look though the range before buying
b) the most commonly asked questions
c) rules for protecting your personal details
and whether the site may leave tracking
and other software on your computer
d) with one look you can see what the
website contains
e) goods you have chosen but not yet paid
for
f) see if the goods you want can be supplied
g) look at pictures of something or someone
h) rules for sending back goods you are not
satisfied with
i) follow the progress of your order

1-i 2-h 3-b

4-f 5-a 6-g
7-d 8-e 9-c

34.3- Replace the underlined words with words from the opposite page.
1 The plumber we got lacked the necessary skills and he caused a flood in our kitchen.
Incompetent

2 If you have any questions about the service, there’s a helpline you can ring.
Query

3 The new TV came with a two-year promise to repair or replace a faulty item.
Under guarantee/warranty

4 The service has no feeling of human warmth about it; they just treat you as a number.
Impersonal

5 Do they offer a service that covers the whole country?

Nationwide

6 The service they gave me couldn’t have been better.

Impeccable

7 It’s a website which safely protects all your personal details.

Secure site

8 It didn’t feel like a business exchange that was safe, so I cancelled it and logged off.
Secure transactions
34.4- Over to you
To find more vocabulary connected with customer service on the internet, visit the websites of
online stores and read their terms and conditions, privacy policy, etc. Note down useful words
that you find.

Related to Internet Service Terms and Conditions 

Online Terms and Conditions Foreign exchange services provided under or otherwise
referenced in this Agreement will be performed and subject to the terms and conditions
posted on the Custodian’s website at < xxxx://xxx.xxx.xxx/fxtermsandconditions/> (the
“FX Online Terms and Conditions”), which terms are available in hardcopy upon request,
and which terms may be updated from time to time. The Custodian shall provide notice of
any change to the FX Online Terms and Conditions to the Fund at least ten business days
prior to their taking effect, unless the Custodian determines that the circumstances require
that a shorter period apply. Foreign exchange transactions that occur or are placed on or
after the effective date of such changes, as stated in the applicable notice, shall be governed
by the modified FX Online Terms and Conditions.

CONTRACT TERMS AND CONDITIONS This section sets forth the terms and
conditions of the Contract.

Standard Terms and Conditions Executive expressly understands and acknowledges that
the Standard Terms and Conditions attached hereto are incorporated herein by reference,
deemed a part of this Agreement and are binding and enforceable provisions of this
Agreement. References to “this Agreement” or the use of the term “hereof” shall refer to
this Agreement and the Standard Terms and Conditions attached hereto, taken as a whole.

General Terms and Conditions In consideration of the mutual promises contained in this
Agreement, and intending to be legally bound, pursuant to Section 252 of the Act, Verizon
and CSTC hereby agree as follows:

ONLINE PUBLIC AUCTION TERMS AND CONDITIONS The Terms and Conditions
specified herein shall govern all users of xxxx.xxxxxxxx.xxx.xx. (PAH Website)
IMPORTANT These terms and conditions apply to all online bidding at auction sales
conducted by or in conjunction with AMBANK (M) BERHAD / AMBANK ISLAMIC
BERHAD (“Online Public Auction”). By registering to participate, bidding or purchasing in
a AMBANK (M) BERHAD / AMBANK ISLAMIC BERHAD auction sale via Online
Public Auction, you expressly agree to be bound by these terms and conditions in full.

Authorized User Terms and Conditions As noted above, the terms and conditions set
forth in this section are expressly incorporated in, and applicable to, the Authorized User
Agreement resulting from this Contract. The following sections are intended as descriptive
and are not intended to limit or otherwise restrict the terms and conditions set forth herein.

Payment Terms and Conditions 60.5.1. In addition to the payment terms and conditions
contained in other Sections of this Agreement, the originating Party shall pay to the
transiting Party a transit service charge as set forth in Table One.
ADDITIONAL TERMS AND CONDITIONS This Annex A to the Second Amended and
Restated Servicing Agreement, dated October 31, 2021 (the “Agreement”), among Xxxxx
Bank and Xxxxx Trust Company, as Sellers, the Bank Assets Purchaser and, upon
execution of the Joinder Agreement, the Delaware Trust Assets Purchaser, as Purchasers,
and Guarantor (solely for purposes of Section 9.5 of the Agreement), is incorporated into
and deemed part of the Agreement in all respects.

Confidential Terms and Conditions; Publicity Licensee shall not disclose the terms and
conditions of this Agreement or the pricing contained herein to any third party. Neither
party shall use the name of the other party in publicity, advertising, or similar activity,
without the prior written consent of the other, except that Licensee agrees that SAP and its
affiliated companies may use Licensee's name in customer listings or, at times mutually
agreeable to the parties, as part of SAP's marketing efforts (including without limitation
reference calls and stories, press testimonials, site visits, SAPPHIRE participation). SAP
will make reasonable efforts to avoid having the reference activities unreasonably interfere
with Licensee's business. Licensee agrees that SAP may share information on Licensee with
its affiliated companies for marketing and other business purposes and that Licensee has
secured permission from its employees to allow SAP to share business contact information
with its affiliates.

CLOUD SPECIFIC TERMS AND CONDITIONS To the extent that Contractor has
received an award for Lot 3, Cloud, the following terms and conditions apply to Lot 3,
Cloud. For the duration of an Authorized User Agreement, the Cloud Solution shall
conform to the Cloud Solution Manufacturer’s specifications, Documentation, performance
standards (including applicable license duration, warranties, guarantees, Service Level
Agreements, service commitments, and credits). PROTECTION OF DATA,
INFRASTRUCTURE AND SOFTWARE Contractor is responsible for providing physical
and logical security for all Data, infrastructure (e.g. hardware, networking components,
physical devices), and software related to the services the Contractor is providing under the
Authorized User Agreement. All Data security provisions agreed to by the Authorized User
and Contractor within the Authorized User Agreement may not be diminished for the
duration of the Authorized User Agreement without prior written agreement by the parties
amending the Authorized User Agreement.
Shrinking habitats -> habitats decreasing in size
Biodiversity -> different diversity of species
toxic waste -> waste which pollutes a loot
pristine environments -> special environments

GREEN CREDENTIALS -> policies focused on eco-friendly staff

PROPHETS OF DOOM AND GLOOM -> people who are always very pessimistic about the future
RENEWABLE ENERGY -> from the wind or sun
SUSTAINABLE DEVELOPMENT -> Development which is safe for the environment.
Eco-friendly companies.
How often do you shop on this site?
Very often
Seldom
Not Often

Choose 2 products you buy frequently

food
Accessories
electronics
Skincare products

What is the biggest challenge you face with shopping online?

Slow checkout time
Lack of products I want
Slow webpage response time
Lack of money

How likely are you to recommend this site to other online shoppers?
Very likely
Somewhat likely
Very unlikely

What is your biggest concern about online shopping?

Breach of personal information
Breach of payment details
Poor internet connection

How much do you spend on online shopping every month?

Less than 100 USD
$100 – $500
$500 – $1000
More than 1000 USD

How many times do you shop online in a month?

Once
Twice
Thrice
More than thrice

Which payment method do you prefer for online shopping?

Payment Gateways
USSD
Bank transfer

How would you rate your overall online shopping experience?

Excellent
Average
Poor
How likely are you to return to this webpage for your online shopping?
Very likely
Somewhat likely
Highly unlikely
**** PHRASAL VERBS ******
Ponte el abrigo antes de salir. ¡Hace mucho frío!
Put on the coat before going out. It’s too cold!

No olvides apagar las velas antes de irte a dormir.

Don’t forget blow out the candles before going to bed.

¿Podría ponerme con el encargado de la biblioteca, por favor?

Could I get through the library’s manager, please?

Están instalando nuevas señales en las calles.

They are setting up new signals in the streets.

Déjame llamarle para pedirle la receta.

Let me call him up to ask him for the recipe.

Nos hemos quedado sin huevos. ¿Puedes ir a la tienda a comprar?

We have left

Se pusieron en marcha muy temprano para evitar despertarse por la mañana durante las horas
de más calor.

El profesor repartió los libros al comienzo de la clase.

A los jóvenes les encanta pasar el rato con los amigos hasta tarde.

Colgó el teléfono después de la llamada)

Termina tu tarea, por favor. Estás retrasando a todo el mundo.

Durante el invierno, solemos dejar al gato dentro.

El orador siguió hablando durante dos horas más.

¡Seguir con el ritmo!

Ese árbol fue derribado por un coche el año pasado.

Estoy muy cansado, voy a tumbarme una hora.

Mis padres cuidan mi casa cuando estoy de vacaciones.

Mira la pizarra por favor.

Estoy buscando a mi hermana, sé que está en este edificio.

¡Tengo ganas de la fiesta!

¡Cuidado! Viene un coche.

Si no sabes el significado de una palabra, puedes buscarla en el diccionario.

Esta tarde voy a recoger a mi hermana a la estación.

Los niños guardan sus juguetes antes de irse a la cama.

Puedes anotar el material que necesites de esta forma.

LISTENING – CAE TEST 18
https://www.youtube.com/watch?v=NZ_XhEORyRo
Part 1
You will hear three different extracts. For questions 1-6, choose the answer (A, B, or C) which
fits best according to what you hear. There are two questions for each extract.

Extract One
You hear two friends discussing a rock concert they both went to.
1) How does the boy feel about the main band?
A) disappointed by their performance
B) confused by all the advanced publicity
C) unsure whether he got value for money or not

2) What is the woman doing in her reply?

A) criticizing the support band
B) defending the approach of the media
C) agreeing with comments about the main band

1-A
2-A
Extract Two
You hear part of a sports report about a football club manager.

3- What is the male presenter doing?

A) praising changes that the manager has made
B) suggesting that rumours about the manager are unfounded
C) describing a growing sense of dissatisfaction with the manager’s performance

4- In the female presenter’s opinion

A) the manager’s strategy is the correct one.
B) the real problem is a lack of talented players.
C) the pressure on the manager is likely to increase.

3-B
4-C
Extract Three
You hear two friends discussing an exhibition of modern sculpture.

5 What does the woman particularly admire about the artist?

A) the originality of his work
B) the way his art has developed
C) the issues that his sculptures raise

6 What disappointed them both about the exhibition?

A) the pieces of work that had been chosen
B) the information provided for visitors
C) the way it had been laid out

5-C
6-A
Part 2
You will hear a man called Carl Pitman, giving a group of tourists practical advice about
learning the sport of surfing. For questions 7-14, complete the sentences with a word or short
phrase.

LEARNING THE SPORT OF SURFING

Carl recommends the (7) ______________ as the best place for learning to surf in his area.
Carl uses the term (8) ______________ to describe the distance between waves.
Carl advises getting a wetsuit that has a (9) ______________ fit.
Carl says it’s important to check the quantity of material beneath the (10) ______________ of
a new wetsuit.
Carl says that the wetsuit (11) ______________ and footwear all need washing regularly.
According to Carl, a hanger made of (12) ______________ is best for storing wetsuits.
Beginners most often damage surfboards through contact with (13) ______________.
Carl suggests using a (14) ______________ as the first step in removing wax from a surfboard.

7 National park
8 period
9 tight
10 arms
11 gloves
12 plastic
13 knees
14 hair dryer
Part 3
You will hear an interview with a writer called Barry Pagham, who writes crime novels. For
questions 15-20, choose the answer (A, B, C, or D) which fits best according to what you
hear.

15- What does Barry say about his first two published novels?
A) They were more successful than he anticipated.
B) They were useful in proving that he could write.
C) It’s a shame that they’re no longer available to buy.
D) It was a mistake to write an unfashionable type of novel.

16- Barry admits that when he wrote the novel Transgression,

A) he only did it to please his publishers.
B) he didn’t expect it to be so well received.
C) he didn’t intend to produce any more like it

17- Looking back, how does Barry view his decision to write his first crime novel?
A) He accepts that he took a big risk.
B) He wishes that he hadn’t upset his publishers.
C) He recognizes that he behaved unprofessionally.
D) He regrets putting himself under so much stress.

18- Barry tells the story of the arrest of an armed robber to illustrate
A) how true to life his novels are.
B) how dangerous his research can be.
C) how seriously the police take his work.
D) how unpredictably criminals can sometimes behave.

19- What does Barry say about the city where his novels are based?
A) He makes it sound more exciting than it actually is.
B) He regards it as an important element in the stories.
C) He doesn’t attempt to create a realistic picture of it.
D) He’s surprised that foreign readers want to visit it.

20- How would Barry feel about becoming a policeman?

A) He suspects that he wouldn’t be brave enough.
B) He doubts whether he would have the patience.
C) He’s sure someone of his age wouldn’t be accepted.
D) He suggests that he wouldn’t reject the idea completely.

15- B
16- C
17- A
18- B
19- B
20- D
Part 4
You will hear five short extracts in which people are talking about their experiences of
travelling.

TASK ONE
For questions 21-25, choose from the list (A-H) what advice each speaker gives about
travelling.

A) plan what you need to take carefully

B) explore a range of booking methods
C) participate in local cultural events
D) sample as much local produce as possible
E) learn some of the language
F) consider how belongings should be packed
G) keep a diary of travel experiences
H) carry sufficient goods with you

Speaker 1
Speaker 2
Speaker 3
Speaker 4
Speaker 5

TASK TWO
For questions 26-30, choose from the list (A-H) what mistakes each speaker has made
about travelling.
A) failing to check documents
B) booking a hotel in an unattractive area
C) failing to research a destination
D) forgetting some pieces of luggage
E) making a poorly-considered purchase
F) not allowing enough preparation time
G) turning down a travel opportunity
H) buying overpriced goods

Speaker 1
Speaker 2
Speaker 3
Speaker 4
Speaker 5

Speaker 1 D | F
Speaker 2 F | E
Speaker 3 B | G
Speaker 4 H | A
Speaker 5 C | C
Answer Key:
1 A 2 A 3 B 4 C 5 C 6 A 7. national park 8. (the/a) period 9. tight 10. arm(s) 11. gloves 12.
plastic 13. (their/the) knees 14. hair(-)dryer 15 B 16 C 17 A 18 B 19 B 20 D 21 D 22 F 23 B
24 H 25 C 26 F 27 E 28 G 29 A 30 C