Addressing an Order Mistake
A customer receives an incorrect order or notices a mistake and politely informs the barista to have it corrected.
Dialogue
Listen and follow along with the conversation
Vocabulary
Essential words and phrases from the dialogue
mistake
A mistake is an error or something done wrong, like getting the wrong drink in an order. Use it to politely point out problems.
issue
An issue means a problem or concern. It's a polite way to ask about what's wrong without sounding too direct.
receipt
A receipt is a piece of paper or digital record showing what you bought and paid for. It's useful for checking orders or returns.
order number
An order number is a unique code given to your purchase to track it. It's common in stores and cafes to identify your items quickly.
apologies
Apologies means 'I'm sorry' in a formal way. Use it to express regret for a mistake, especially in customer service.
right away
Right away means immediately or without delay. It's used to promise quick action, like fixing an order fast.
Key Sentences
Important phrases to remember and practice
Excuse me, I think there might be a mistake with my order.
This is a polite way to start a conversation and point out a problem. 'Might be' softens the statement to sound less accusatory. Use it when noticing an error in service.
Oh, I'm sorry to hear that. What's the issue?
This shows empathy and asks for details. 'I'm sorry to hear that' expresses regret for the customer's inconvenience. It's useful for service workers to respond calmly.
I ordered a large iced latte with oat milk, but this seems to be a regular latte with dairy milk.
This contrasts what was ordered with what was received using 'but'. It's helpful for clearly describing the mistake in orders, including specifics like size and ingredients.
My apologies for that. Let me check your receipt. What was your order number?
This apologizes and offers to verify. 'My apologies' is formal politeness. Use it in customer service to take responsibility and gather info to fix the issue.
We'll get a new one made for you right away. So sorry for the wait.
This promises quick correction and another apology. 'Right away' means immediately. It's practical for reassuring customers during delays or errors.
No problem, thank you.
This is a polite, forgiving response. 'No problem' means it's okay, and 'thank you' shows appreciation. Use it to end interactions positively after a fix.