Good afternoon, Hannah.

Tom.

Room 301 please.

Now, welcome back to tip top.

Trading.

Where?

Things.

They're a TV bit tens today.

Paul has called Tom and Anna into room 301 The place where difficult conversations happen.

Perhaps pool has found out about yesterday's unhappy clients.

Oh, dear.

You should be okay, Anna.

After the way you coped with Mr Lime, you should be praised.

Really?

What do you think Paul will see?

Well, if he is pleased, he'll say things like, Well done.

You handled it well, Great job.

I'm really impressed.

And if it's not Well, I suppose is bull now.

Well, Tom Anna, yesterday was not a great day to clients came in with serious complaints.

Mrs.

Come Quat received a delivery of imitation bananas that were purple, not very convincing.

And Mr Lime ordered grapefruits, but got pineapples.

Tom.

Yeah.

Listen, were you responsible for these errors?

Well, yes, but pull mistakes happen, but it seems that Mrs Come quite left.

Our office is even angrier than when she came in.

And she said she will never use tiptop trading again.

I tried my best.

I understand.

You told her to spray paint the bananas and to stop being such a miserable old witch.

Yeah, well, look, she had bean very rude to me.

If you weren't such a good salesman, I would fire you for that.

Anna.

Yes.

Well done.

Not only was Mr Lime satisfied that his business would be resolved, but we might even get some extra business from him.

Thanks to your imperial lemon proposal.

I hope so.

You were in a difficult situation and you handled it well.

You remained calm, friendly and professional.

So great job.

I'm really impressed.

I'm going to Oh, no.

It's called from the USA.

Oh, God.

What?

It's the boss who's boss hours.

A big, big boss based in America.

Hello.

Good afternoon, Mr Socrates.

I mean a morning where you are.

It's Yes.

No.

Yes, I don't I'm not for Mrs Come quick.

Did see Well, it it was very unfortunate.

Purple purple.

Totally unacceptable.

If you'd like, I could.

Mr.

Socrates.

Hello, Mr Socrates.

Oh, he's gone, right?

Where was I, Tom?

Great work, Anna.

I'm disappointed.

No, no, Anna.

Great work.

I want you to take charge of the Imperial Lemon presentation.

Tom, if you speak to a client like that again.

There will be disciplinary action.

Mrs.

Come.

Quat was so angry, she even he melt Mr Socrates.

Okay, that's it.

A few.

What a relief for Anna.

Let's listen again to some of the phrases all used to praise her.

Well done.

You're in a difficult situation, and you handled it well.

So great job.

I'm really impressed.

He also explained why he thought Anna had done a good job.

You remained calm, friendly and professional.

Excellent work, Anna.

But Tom's mistakes have given everyone a lot of work to do tomorrow.

First thing tomorrow, we need to sort this mess out.

Tom, I want you to phone every single client and check the orders.

Anna, you could go to the warehouse and find out what's going on in there.