Business Client Relations — Ep 4: Calming Down an Angry Enterprise Client | English B1-B2
Shadow this lesson: play a line, pause, and repeat it out loud — matching speed and intonation.
Conversation Script
Client
This is the third time our shipment has been delayed, and it's costing us real money.
Manager
I completely understand your frustration, and I want to sort this out right away.
Client
Understanding doesn't fix the fact that our warehouse has been sitting empty for a week.
Manager
You're right, and I take full responsibility for how this has been handled so far.
Client
Honestly, I'm this close to canceling our contract and going with a competitor.
Manager
Please don't make that decision yet; let me walk you through what we're doing to fix it.
Client
Fine, but this had better be more than another empty apology.
Manager
We're switching your account to our priority carrier, effective immediately.
Client
Wait, seriously? That would actually solve most of our timing issues.
Manager
Exactly, and we'll also waive next month's service fee as a goodwill gesture.
Client
I appreciate that, but I still need a guarantee this won't happen again.
Manager
I'll personally check in with you every Friday until we've rebuilt your trust.
Client
Okay, that sounds fair, but I'll be watching closely over the next few weeks.
Manager
Understood, and thank you for giving us the chance to make this right.