Mr Lime is not happy. He ordered grapefruit from Tip Top Trading, but he got pineapples. Anna has to apologise and sort everything out. How embarrassing!
This episode looks at language for apologising to people.
Phrases from the programme:
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.
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.