Saying you're sorry - 07 - English at Work shows you how to apologise

Mr Lime is not happy. He ordered grapefruit from Tip Top Trading, but he got pineapples. Time to say sorry! Anna has to apologise and sort everything out. How embarrassing!
For more English at Work and other great content:: www.bbc.co.uk/l...
TRANSCRIPT
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.

[@adriana0476]

I am deeply grateful for all your work_ hard,motivating and generous informátion ,BBC ,and its fantastic staff; deserve the International World Cup in Education. Thank you very much ,from Uruguay

[@densely123]

I've seen and went through a lot of english tutors directly or indirectly ,but I gotta say this videos from BBC are the best. Thanks.

[@AnhNguyen-ez9fw]

It's very useful for me to learn English at work. I love English and BBC learning English, too. Love from Vietnam.

[@hwangeuiyoung8454]

I wanna just repeat what I've just seen. I'm really sorry to hear that. That's totally unacceptable. It must have been very inconvenient for you. You have my word that we will sort this out. I promise you, it won't happen again.

[@happyhappyga6627]

cute characters cutest conversation, no matter what this gives at the end of the day, BBC always works hard in education people.

[@dorisfenella]

I love this serie !

[@hanhle8596]

I have more phrases about apologising to use as I'm really sorry to hear that. That's totally unacceptable. It have been inconvenient for you. You have my word I'll sort this out. I can do something to make up the inconvenience. I promise you. It won't happen again,...

[@slavaukraine211]

It's important information l, thanks for your job

[@itsmeeenisha]

Hello bbc learning english... Thanks for this series. It's really helpful. Can we get more series like this?

[@wilmernavas3426]

Me encanta este canal.

[@humeraejaz4377]

Great lessons.

[@harveysp5899]

❤

[@yulunli1755]

Excellent，I almost clapped for Anna， also for BBT， ！！

[@tgchan]

Thank you.

[@henribado9954]

I have got the same problem here that I have in the previous episode. why saying I look forward to working with you instead of I look forward to work with you? or may be I am looking forward to work with you?

[@bbclearningenglish]

Hi, henri! It's a verb pattern. We say 'look forward to +ing'. It doesn't matter which verb you use. It's always the same form. I look forward to seeing you. We look forward to hearing from you. It's always the same.

[@henribado9954]

ok @@bbclearningenglish, thanks a lot!

[@tramphamle1297]

Can anyone here explain what the phrase''come away'' means, please?

[@yolandatorres3073]

I would like to say I am very sorry

[@হাবিজাবি১০১]

It’s was a benefited class

[@sss-ks6yk]

what's mean " make up"?? when i translated it gave me a word "makeup" :)

[@sharifahhakimah542]

it's basically to compensate

[@anisdhouieb9918]

make it up to sb : to do something good for someone you have upset, in order to become friends with them again