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Lesson 227 of 240

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Accepting a complaint in English

A regular at the Blue Plate gets the wrong omelet. Dee does not argue. She owns the mistake and fixes it.

You will learn six lines for this: a formal apology, a promise to fix it now, and a way to make the plate free.

People in Chicago use these lines in a diner, a shop, or any place that made a small error.

By the end of this lesson

Receive a complaint, apologize formally, and fix it.

  • I'm very sorry for the inconvenience.I apologize that this caused you trouble.
  • We'll take care of that right away.We will fix it for you now.
  • That's our mistake.This error was our fault.
  • Let me get you a fresh one.I will bring a new one.
  • It won't happen again.We will not make this mistake next time.
  • This one's on us.You do not pay for this.

Scene — the wrong omelet

It is a busy lunch at the Blue Plate. Murray sits at the end of the counter on two stools, with a black coffee he has not finished.

A plate of omelet sits in front of him. He did not order that. Ana is close enough to help with one plate.

Busy lunch fills the Blue Plate as Murray looks at the omelet he did not order and Ana stands close by.

Learn — own it and fix it

These six lines help you handle a complaint. You apologize, own the error, replace the plate, and make it free.

Use the polite forms first. Keep each line short.

  1. Ana leans toward Murray in a formal apology while the wrong omelet remains between them.

    I'm very sorry for the inconvenience.

    I apologize that this caused you trouble.

    When to use it: Say this when a problem caused trouble for a customer.

    I'm is a contraction, so learn the whole line as one piece.

    Say it: The stress is on the third part of inconvenience.

  2. Ana begins taking the wrong omelet away as Murray watches from the counter.

    We'll take care of that right away.

    We will fix it for you now.

    When to use it: Say this as soon as you agree to fix the problem.

    We'll is a contraction of we will.

  3. Dee accepts responsibility for the error with a hand beside the unwanted omelet.

    That's our mistake.

    This error was our fault.

    When to use it: Use this to own the error and not blame the guest.

    That's is a contraction of that is.

  4. Ana carries the unwanted omelet away from the counter toward the kitchen.

    Let me get you a fresh one.

    I will bring a new one.

    When to use it: Say this when you will bring a new plate of the same food.

    Fresh one means a new plate, not extra food.

  5. Ana reassures Murray that the order will be right next time while the corrected eggs are being prepared.

    It won't happen again.

    We will not make this mistake next time.

    When to use it: Promise this after you have owned the mistake.

    Won't is a contraction of will not.

    Say it: Won't has a clear o sound, not the sound in want.

  6. Dee indicates that Murray will not be charged for the corrected plate.

    This one's on us.

    You do not pay for this.

    When to use it: Say this when the guest does not pay for that plate.

    On us means the diner pays, not the guest.

Story — a fresh plate

Watch Dee and Ana fix a wrong plate. Murray ordered eggs, but an omelet arrived.

The highlighted words are the lines you just learned.

  1. Lunch is busy. Murray looks at an omelet he did not order.
  2. MurrayI think this is the wrong plate. I asked for eggs over easy.He says the food is not the one he asked for.
  3. AnaI'm sorry.You say you feel bad about a problem.
  4. DeeThat's our mistake.This error was our fault.
  5. DeeI'm very sorry for the inconvenience.I apologize that this caused you trouble.
  6. MurrayWell, the omelet looks fine. I just wanted my usual eggs.He is kind about the food, but he still wants his usual eggs.
  7. DeeWe'll take care of that right away.We will fix it for you now.
  8. AnaLet me get you a fresh one.I will bring a new one.
  9. Ana takes the omelet back. Dee is already cracking eggs on the grill.
  10. MurrayIs it almost ready?He asks if the new plate is coming soon.
  11. DeeIt's coming. Two eggs, over easy, just how you like them.The new eggs are on the way, cooked the way he likes.
  12. AnaIt won't happen again.We will not make this mistake next time.
  13. Ana sets the new plate down. Murray's coffee is still full.
  14. MurrayThat's more like it. Could we get the check?The new plate is right, and he asks for the bill.
  15. DeeThis one's on us.You do not pay for this.
  16. MurrayYou don't have to do that.He says they do not need to make the plate free.
  17. DeeKeep your money. That plate is on us.She will not take pay for that plate.
  18. MurrayWell, thank you. That was quick.He thanks them and says they were fast.
  19. DeeYou're welcome. Next time we'll get it right the first time.She accepts thanks and says the next order will be right.

Practice — sorry and make it right

Eleven short exercises wait here. You will listen, pick, match, fill a gap, swap a word, and build a line.

They stay short, so the round moves fast.

0 of 11 done

  1. What did you hear?

  2. Match the pairs

    English

    I'm very sorry for the inconvenience.Drop the Simple English here
    That's our mistake.Drop the Simple English here
    Let me get you a fresh one.Drop the Simple English here
    This one's on us.Drop the Simple English here

    Simple English

    Drag a Simple English line onto its English, or tap one and then the other.

  3. What do you say?

    A guest got the wrong omelet. You work at the diner. Own the error.

  4. What does it mean?

    This one's on us.

  5. Fill the gap

    I will bring a new one.

    ____ me get you a fresh one.

  6. Build the line

    We will fix it for you now.

    .

    Tap the words in order.

  7. What do you say?

    You have apologized and replaced the wrong omelet. Promise it won't happen again.

  8. Swap the word

    The guest got the wrong omelet. You will not charge them for the new plate.

    This one's on ____.

  9. True or false?

    This line says what the problem was.

  10. What do you say?

    You are the guest at the Blue Plate. The check is on the table, and the total looks wrong.

  11. True or false?

    This line asks for a bus ticket.

Say it — you fix the plate

Now you're Ana, helping Dee at the counter. A regular got the wrong plate. When it's your turn, tap the microphone and speak.

Tap play first if you want to hear the line. Your recording stays on your device.

  1. MurrayThis isn't what I ordered.He says the food is not the one he asked for.
  2. Ana (you)Own the error. Do not blame him.

    That's our mistake.

    This error was our fault.

0 of 6 said

Recap — what you can say now

EnglishSimple English
I'm very sorry for the inconvenience.I apologize that this caused you trouble.
We'll take care of that right away.We will fix it for you now.
That's our mistake.This error was our fault.
Let me get you a fresh one.I will bring a new one.
It won't happen again.We will not make this mistake next time.
This one's on us.You do not pay for this.
Next: lesson 228Helping a newcomer

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