English at Work
Episode 7: Mr Lime’s grapefruits
Apologising
Narrator: Ah hello! Welcome back to Tip Top Trading – the UK's leading wholesaler of
imitation fruit Today you're joining us in the middle of the action! Anna is
with an important client Mr Lime, from Citrus Ventures He's angry and
she'll have to calm him down She could cope brilliantly here or this could
be a horrible mess!
?Anna: Well Mr Lime, how can I help you
Mr Lime: On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top
Trading
Anna: Yes
Mr Lime: The delivery was made on Tuesday
Anna: Oh dear
Mr Lime: And instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples!
Narrator: Right Anna, this is serious You're going to have to apologise and show
that you really mean it Say: I'm really sorry to hear that
Anna: I'm really sorry to hear that, Mr Lime
?Mr Lime: What on earth am I going to do with 800,000 plastic pineapples
Narrator: Show Mr Lime that you understand the problem These are phrases you
:can use
That's totally unacceptable
That must have been very inconvenient for you
:And then promise to fix the problem Say
You have my word that we will sort this out
We can do something to make up for the inconvenience
It won't happen again
Mr Lime: 800,000 plastic pineapples!
Anna: That's totally unacceptable
Mr Lime: I didn't even have anywhere to put them - and pineapples are so much
bigger than grapefruit!
Anna: It must have been very inconvenient for you
Mr Lime: It certainly was! When he took my order, your colleague Tom told me that
Tip Top Trading was the most reliable firm in the industry!
Anna: You have my word that we will sort this out We'll remove the pineapples
and have your grapefruit sent via express delivery this afternoon
Mr Lime: Good Thank you
Anna: And we could include some of our latest-edition imitation oranges to make
up for the inconvenience
Mr Lime: Oh! Well, that would be nice!
Narrator: Tip top Anna! Excellent work and excellent words
Anna: They're made with revolutionary premium faux-orange, laser-curve[1]definition technology you will be the first to have them!
Mr Lime: Wow, now that's good customer service! Tell me, do you have any other
?artificial fruits in this range
Anna: Yes Well, it's a bit of a secret, but you're a trusted client, so I think I can
tell you
Mr Lime: Go on
Anna: We're about to unveil a new Imperial Lemon
?Mr Lime: Really
Anna: I can't tell you any more for now But…
Mr Lime: Yes
Anna: Maybe we could present it to you more formally in a couple of weeks, when
?it's ready for release
Mr Lime: Sounds perfect
Anna: You would be the first to see it!
?Mr Lime: Excellent Thank you, er Anna, isn't it
Anna: Yes
Mr Lime: A very pretty name
Anna: Thanks It's spelled the same forwards and backwards
?Mr Lime: Is it really
Anna: Anyway, Mr Lime, we'll fix this grapefruit problem for you, and I promise
you, it won't happen again
?Mr Lime: Good, good You're new here, aren't you Anna
Anna: Yes
Mr Lime: Well I look forward to working with you
Narrator: What a success! Mr Lime has come away a very happy customer! Here are
:the phrases Anna used while apologising
I'm really sorry to hear that, Mr Lime
That's totally unacceptable
It must have been very inconvenient for you
You have my word that we will sort this out
And we could include some of our latest-edition imitation oranges to make up for the
inconvenience
I promise you, it won't happen again
What will Anna's boss Paul have to say about her work today? Join us next
week to find out
· Listening comprehension question
?How many plastic grapefruit was Mr Lime meant to receive from Tip Top Trading
8,000
