busy	having a lot of things to do
competence	the ability to do something well
direct number	a telephone number straight to person and not through a receptionist
extension	a telephone line that is one of two or more lines in the same building
household	the people who live in a house or a flat
scale	the size, rate, or level of something
broken down	no longer working, or in very bad condition
distribution centre	a big building where large amounts of goods are stored
double-book	to promise the same seat, table, or room to two different people at the same time
credit	to add an amount of money to an account- opposite debit
urgent	things that you need to deal with immediately - pilny