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. Well Mr Lime, how can I help you? On Monday I was meant to receive 8,000 plastic grapefruit from Tip Top Trading. Yes. The delivery was made on Tuesday. Oh dear. And instead of 8,000 plastic grapefruit, I got 800,000 plastic pineapples. 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. I'm really sorry to hear that, Mr Lime. What on earth am I going to do with 800,000 plastic pineapples? 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.


你好，欢迎来到Tip Top Trading，英国领先的假冒水果批发商。今天，你将会在中间加入我们。Anna正在和来自Cirtus Venutures的Lime先生，也是我们公司重要的客户。现在他非常生气，Anna要使他冷静下来。通过处理这件事，她能成为耀眼的光芒，或者会演变成很糟糕的事情。 Mr Lime，我能帮你什么？ 在星期一的时候，我的意思是我从Tip Top Trading公司拿到八千袋葡萄。 是的。 在星期二我才收到货物。 我的天啊。 我拿到的不是八千袋葡萄，而是八十万袋菠萝。 Anna，这是很严肃的问题。你必须跟跟别人道歉，而且表现出我对这件事非常非常抱歉。 我非常抱歉听到这个消息，Mr Lime. 我该怎么处理这八十万袋菠萝呢？ 告诉Mr Lime你清楚这个问题。以下是你可以用到的短语。 这非常难接受。 这对你来说非常不方便。 然后保证说你会解决这个问题。你要做一个保证说我们会解决这个问题。 我们会做一些事情来弥补这个不方便。 这种事情不会再发生。