گریپ فروت های آقای لایم

Mr Lime’s grapefruits

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 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.