Episode 7: Mr Lime's grapefruits

Watch the episode, then listen to the lines and repeat
1. He's angry and she'll have to calm him down.
2. She could cope brilliantly here or this could be a horrible mess!
3. On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top Trading.
4. You're going to have to apologise and show that you really mean it.
5. I'm really sorry to hear that.
6. What on earth am I going to do with 800,000 plastic pineapples?
7. That's totally .
8. That must have been very for you.
9. And then promise to fix the problem.
11. You have my word that we will sort this out.
12. We can do something to make up for the .
13. We're about to unveil a new Imperial Lemon.
14. Anyway, Mr Lime, we'll fix this grapefruit problem for you.
15. And I promise you, it won't happen again.
16. Well, I look forward to working with you.

Let's discuss
1. What do you think of Anna’s way of dealing with a difficult client?
2. What did Anna offer Mr Lime to make up for the inconvenience?
3. What do you usually say when you have to apologise?
4. Why is it difficult for some people to say sorry?More advanced vocabulary

Apologizing in an informal situation

Sorry about that! I messed up and sent the wrong order.
My bad! I didn't mean to send the grapefruits. Let me sort it out for you.
Oops, I goofed up/slipped up! I'll fix it right away.
I totally messed up with your order — sorry about that! I'll make it right.
Yikes, I got that wrong! Let me fix it for you.
I made a bit of a blunder there, sorry! I’ll sort it out.

Apologizing in a more formal situation

I apologize for the oversight. We will rectify the situation immediately.
I deeply regret the mix-up and assure you that steps are being taken to correct it.
I regret the mistake in your order and apologize for any disruption this may have caused. I assure you that corrective measures are already in place.
I am truly sorry for the confusion with your order and any inconvenience it may have caused. Rest assured, we are addressing the situation immediately.
I'm terribly sorry for the inconvenience caused by this error. We value your business and are committed to rectifying this situation promptly.