Keeping Customers Informed about Delays and Issues.

Lesson 10 trains you to communicate well when there is a delay or when you cannot solve a problem immediately. You read and listen to examples where agents explain stock shortages, technical issues or long queues. You learn phrases for giving honest but reassuring information, including realistic time frames and clear next steps. The lesson shows you how to avoid over-promising and how to offer alternatives, such as different products, time slots or channels. You also practise giving short progress updates by phone, email or chat so that customers feel informed, not forgotten. In the final task, you handle a mini case from your own context where you must manage expectations and keep the relationship positive.

1. A delayed delivery call at TechWorld.

In this lesson we are going to work with one main situation. Imagine you work in the customer service team for an online electronics shop called TechWorld. A customer, Maria Lopez, calls because her new laptop has not arrived on the day it was promised. Your job is to explain the delay, give honest information, and keep her calm and informed. In this first block, you will listen to a short phone call between Maria and an agent, Alex. While you listen, focus on how Alex explains the delay. Notice three things in particular. First, he apologises and shows empathy, without blaming Maria. Second, he gives a simple, clear reason for the delay and the current status. Third, he gives a realistic time frame and next step, so Maria knows what will happen. You do not need to understand every single word. Listen for key phrases such as, "I am afraid your order has been delayed", "We are still waiting", and "We expect to". After listening, you will read the call on the screen and then write a short summary in your own words.

Setting the scene: a delayed laptop delivery.

In this lesson, you are Alex, a customer service agent at TechWorld, an online electronics store. A customer, Maria Lopez, ordered a laptop with next-day delivery, but it still has not arrived. She calls to ask what is happening.

Below is a short call between Maria and Alex. In the audio at the top of this block, you heard this conversation. Now read it more slowly and notice the key phrases Alex uses to explain the delay and manage Maria’s expectations.

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Call transcript

Alex (agent): Good afternoon, TechWorld customer service, this is Alex speaking. How can I help you today?

Maria (customer): Hello, this is Maria Lopez. I ordered a laptop with next-day delivery, but it still has not arrived.

Alex: I am very sorry about that, Ms Lopez. Let me just check your order. Could you give me your order number, please?

Maria: Yes, it is TW-58423.

Alex: Thank you. One moment while I check the system.

Alex: Thank you for waiting. I am afraid your order has been delayed. We are still waiting for the item from our supplier.

Maria: Oh no. When will I get it?

Alex: At the moment your case is in our priority queue. We expect to send the laptop on Thursday, so you should receive it by Friday.

Maria: I really need it for work.

Alex: I completely understand this is frustrating, and I am sorry for the inconvenience. As an alternative, we can offer a similar model that is in stock today, or, if you prefer, we can give you a full refund.

Maria: I think I will wait until Friday.

Alex: No problem. Let me summarise what will happen next. We expect to send your laptop on Thursday, and you should receive it by Friday. I will send you a quick update by email after this call. Thank you for your patience.

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What is Alex doing well?.

Look at these useful patterns Alex uses:

• Apology and empathy:
• I am very sorry about that, Ms Lopez.
• I completely understand this is frustrating.

• Explaining the delay and status:
• I am afraid your order has been delayed.
• We are still waiting for the item from our supplier.
• At the moment your case is in our priority queue.

• Time frame and next steps:
• We expect to send the laptop on Thursday, so you should receive it by Friday.
• Let me summarise what will happen next.
• I will send you a quick update by email after this call.

• Offering alternatives:
• As an alternative, we can offer a similar model that is in stock today, or, if you prefer, we can give you a full refund.

As you can see, Alex does not try to hide the delay or over-promise. He is honest, but calm and helpful. In the activity below, you will listen again and then write a short summary of the situation, using some of these phrases.

Practice & Feedback

Listen to the call again. Then, in your own words, write a short summary of the situation.

Please write 4–6 sentences. Try to include:

• Who the customer is and what the problem is.
• What reason Alex gives for the delay and what the status is now.
• What time frame Alex gives for solving the problem.
• One or two useful phrases that you liked from Alex’s explanation (for example, starting with I am afraid… or We expect to…).

Do not worry about writing perfect English. Focus on clear, simple sentences. Imagine you are explaining this case quickly to a colleague who did not hear the call.

2. Useful phrases for explaining delays clearly.

You have now seen how Alex handled Maria’s call about the delayed laptop. In this part of the lesson, we will slow down and look carefully at the language he used. When you explain a delay to a customer, it is not enough to say, "It is delayed". You need a small set of clear building blocks: apology, reason, current status, and what will happen next. I am going to show you some very typical phrases used in customer service when there is a delay, for example, "I am afraid your order has been delayed", or "We are still waiting for the item from our supplier". Notice that these phrases are honest but neutral. They do not blame the customer, and they do not give too many technical details. Customers usually want something simple: what is happening, how long it will take, and what their options are. We will also see how to add reassuring language, such as, "At the moment your case is in our priority queue", or, "Thank you for your patience while we investigate". After reading the examples, you will work with a short email that Alex sends to Maria, and you will identify the phrases he uses for each function: apology and empathy, reason, status, time frame, and thanks.

Building blocks for explaining delays.

When you need to explain a delay, it helps to think in four small steps:

1. Apology and empathy
2. Reason for the delay
3. Current status and time frame
4. Next steps and thanks

You do not need long, complex sentences. Clear, short phrases are better.

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1. Apology and empathy.

Use one sentence to show you are sorry and that you understand the customer’s feelings.

• I am very sorry about the delay with your order.
• I completely understand this is frustrating.
• I am sorry for the inconvenience this has caused.

These phrases show respect without saying it is your personal fault.

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2. Reason for the delay (without blame).

Give a short, honest reason. Avoid phrases like It is not our fault or You ordered too late.

• I am afraid your order has been delayed.
• We are still waiting for the item from our supplier.
• There is currently a technical issue with our system.
• There is an unusually high volume of calls today.

These phrases explain the situation but stay neutral and professional.

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3. Status and time frame.

Customers want to know where their case is and when it should be solved.

• At the moment your case is in our priority queue.
• We expect to solve this by Friday.
• We are working to fix this within the next two working days.
• The latest update is that the technician is on the way.

Notice how these phrases give a realistic time frame. They do not promise something impossible like We will fix it in ten minutes if that is not true.

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4. Next steps and thanks.

Finish by saying what will happen next and thanking the customer.

• Let me summarise what will happen next.
• I will contact you as soon as we have more information.
• I will send you a quick update by email after this call.
• Thank you for your patience while we investigate.

In the activity below, you will see how Alex uses these building blocks in a short email to Maria.

Practice & Feedback

Read the email from Alex to Maria carefully. Then answer the questions in full sentences.

In your answer, please:

1. Write one sentence to explain the reason for the delay in your own words.
2. Write one sentence to explain the current status and time frame.
3. Copy one phrase from the email that shows apology or empathy.
4. Copy one phrase from the email that shows thanks or appreciation.

Write your answers together in one short paragraph of about 4–6 sentences. You can use quotation marks for the copied phrases if you like. Focus on being clear and complete, not just one-word answers.

3. Giving realistic time frames and next steps.

Now let us focus even more on time frames and next steps. This is one of the most difficult parts of dealing with delays. Many agents feel pressure to promise something fast, for example, "We will fix it today", even when they are not sure. That can create bigger problems later if the promise is not realistic. In good customer service, it is better to be **honest and specific**. Phrases like, "We expect to solve this by Friday", or, "within two working days", help the customer understand what is realistic. You can also check what matters most to them, with questions such as, "Can I check which deadline is most important for you?". This shows that you are listening and that you care about their situation. On the screen you will see some examples of **vague** time expressions, such as "soon" or "as fast as possible", and then clearer, more professional alternatives. We will also look at how to link time frames with the next action, for example, "I will send you an update", or, "The technician will contact you". After that, you will use a short internal note with information about Maria’s case, and you will practise writing three customer-friendly sentences that explain the time frame and next steps.

Why realistic time frames matter.

When there is a delay, customers usually ask: "When will it be ready?" If you answer with "soon" or "as fast as possible", they often feel nervous or angry, because they do not know what that really means.

Clear, realistic time frames help the customer plan and feel calmer. They also protect you and your company from over-promising.

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Vague vs clear time expressions.

Look at these pairs. Which second sentence sounds more professional and helpful?

• Vague: We will fix it soon.

Clear: We expect to solve this by Friday.

• Vague: We will send it as fast as possible.

Clear: We will send it within two working days.

• Vague: The technician will come later today.

Clear: The latest update is that the technician is on the way and should arrive before 4 p.m.

• Vague: We will contact you later.

Clear: I will contact you as soon as we have more information, and in any case by tomorrow afternoon.

The clear versions use specific words like by Friday, within two working days, before 4 p.m., by tomorrow afternoon.

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Linking time frames to next steps.

It is also important to say what will happen at that time:

• We expect to solve this by Friday. Let me summarise what will happen next.
• At the moment your case is in our priority queue. The technician will contact you within the next 24 hours.
• I will send you a quick update by email after this call, no later than 6 p.m. today.

You can also show that you are thinking about the customer’s priorities:

• Can I check which deadline is most important for you?
• If you need the laptop for Friday, we can offer a different model that is in stock today.

In the activity below, you will read a short internal note about Maria’s case and then write three clear sentences to the customer, using realistic time frames and next steps.

Practice & Feedback

Read the internal note below. Then imagine you are Alex and you are speaking to Maria on the phone.

Write 3–4 sentences you could say to Maria to explain:

• the realistic time frame for her laptop,
• what will happen next, and
• when and how you will contact her with an update.

Use some of the clear time expressions from the screen, such as by Friday, within two working days, or by tomorrow afternoon. Try to avoid vague words like soon or as fast as possible.

Keep your language polite and simple. You do not need to write Maria’s questions, just your side, as if you are explaining the situation in one short block of speech.

4. Live chat: calming a worried customer.

Delays do not only happen on the phone. Customers often come back using live chat to ask, "Any update?" or "What is happening now?". In chat, the tone is a little different. Messages are shorter, but you still need to explain clearly, give a time frame, and show empathy. In this block, Maria contacts TechWorld again, this time by live chat. She is at work, she is worried about her laptop, and she wants a quick answer. You are Alex, the agent. Your task is to write **one complete chat reply** that calms her, explains the status, gives a realistic time frame, and reminds her of the next steps. On the screen you will see a short chat history where Maria sends a few messages. Notice her emotions: she is polite but stressed. I will also show you some useful chat-style phrases, such as, "Thanks for getting back to us in chat today", or, "The latest update is that the technician is on the way". You do not need to use those exact phrases, but they can help you structure your reply. In the activity, you will read the previous chat messages and then type your answer as if you are Alex. Imagine it is one long chat bubble with several short lines inside. Keep your English simple and friendly, and remember to thank Maria for her patience.

The same delay, new channel: live chat.

A day after the phone call, Maria opens the TechWorld live chat on her lunch break. She wants to check that everything is really happening as Alex promised.

Here is the start of the chat.

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TechWorld Chat Bot: Hi, welcome to TechWorld. Please type your message and an agent will join shortly.

Maria: Hi, this is Maria Lopez. I called yesterday about my laptop order TW-58423.

Maria: You said it would be sent on Thursday. Can you please confirm? I really need it for work on Friday.

Maria: I am worried because I did not receive any email update yet.

Alex has joined the chat.

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Useful chat-style phrases.

In chat, we still use the same building blocks, but messages are often shorter and more direct.

• Greeting and thanks
• Hi Ms Lopez, thanks for getting back to us in chat today.
• Thank you for your message.

• Empathy and apology
• I completely understand you are worried about the laptop.
• I am very sorry you have not received an update yet.

• Status and time frame
• I can confirm that your laptop is in our priority queue for dispatch on Thursday.
• We expect you to receive it by Friday before 6 p.m.
• The latest update is that the stock will arrive tomorrow morning.

• Next steps and reassurance
• I will send you a confirmation email as soon as the parcel leaves our warehouse.
• If there is any change, I will contact you straight away.
• Thank you for your patience while we complete this for you.

You can write one longer message and separate your ideas with line breaks, like this:

> Hi Ms Lopez, thanks for your message.

> I am very sorry you have not received an update yet. I completely understand you need the laptop for work on Friday.

> I can confirm that your order is in our priority queue for dispatch on Thursday, and we expect you to receive it by Friday before 6 p.m.

> I will send you a confirmation email as soon as it has been shipped. Thank you for your patience while we complete this for you.

Now it is your turn to write as Alex in the chat.

Practice & Feedback

Imagine you are Alex in the live chat. Maria has just sent the three messages you can see above, and you have joined the chat.

Write one complete reply message as Alex. You can use several short lines, like a real chat, but send them together as one answer here.

Your reply should:

• greet Maria and thank her for her message,
• show empathy and apologise for the missing email update,
• clearly confirm the status and time frame for the laptop,
• mention what you will do next (for example, send a confirmation email, contact her if anything changes),
• end with a polite, reassuring sentence.

Aim for 5–8 short sentences in total. Use some of the useful phrases from the screen if they help you, but you can also adapt them to your style.

5. Email update to keep the customer informed.

You have now practised explaining delays by phone and in live chat. The third common channel is email. Email is slower than chat, but it is very important for **clear records** and for customers who are not available for a call. In this block, you will look at a short email from Alex to Maria that confirms the plan for her laptop. The structure is very typical: greeting, thank you, apology, reason, status, time frame, next steps, and a polite closing. Many companies have templates, but even then, you need to choose the right phrases and adapt them to the situation. As you read, notice how Alex sounds honest but reassuring. He does not promise more than he can do, but he gives Maria a clear picture of what to expect. He also keeps the language simple, with short paragraphs and no long technical explanations. After you read the model email, your task will be to write a similar update email for a delay in your own work context. You can imagine a product, service or technical issue from your job. Try to reuse the useful chunks from the lesson, like "I am afraid your order has been delayed", "We expect to", and "Thank you for your patience while we investigate".

A clear, polite delay update email.

Here is a complete email that Alex sends to Maria after their calls and chat. It brings everything together.

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Subject: Confirmation of new delivery date for order TW-58423

Dear Ms Lopez,

Thank you for your patience while we investigate the delay with your laptop order.

I am afraid your order has been delayed because we are still waiting for the item from our supplier. At the moment your case is in our priority queue and our warehouse team is ready to dispatch your laptop as soon as the new stock arrives.

We expect to send your laptop on Thursday and you should receive it by Friday before 6 p.m. by express delivery. The latest update is that the stock will arrive at our warehouse on Thursday morning.

I will send you a quick update by email as soon as your parcel has been shipped. If there are any further changes, I will contact you straight away.

I am very sorry for the inconvenience this delay has caused and I really appreciate your understanding.

Kind regards,

Alex

TechWorld Customer Service

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Why does this email work?.

• It has a clear subject line that tells Maria exactly what the email is about.
• The greeting and first line say thank you and recognise the delay.
• The reason and status are explained in simple language, without blaming anyone.
• The time frame uses specific expressions: on Thursday, by Friday before 6 p.m.
• The next steps are clear: Alex will send another email when the parcel is shipped and will contact her if anything changes.
• The tone is polite and human, using phrases like I really appreciate your understanding.

In the activity below, you will write a similar email, but you will change the details to match a type of delay you often see at your work.

Practice & Feedback

Now write your own delay update email. Think about a realistic situation from your job (or a job you might have), for example:

• a delivery or collection that will be late,
• a technical issue that will take longer to fix,
• a booking or appointment that needs to be moved.

In your email, include:

• a subject line,
• a greeting and short thank you,
• a simple apology and reason for the delay,
• the current status and a realistic time frame, using phrases like We expect to… or within two working days,
• one or two clear next steps and a polite closing.

Write about 80–120 words. You can copy and adapt useful phrases from Alex’s email, but change the product, dates and details to fit your own context.

6. Final case: managing expectations in your job.

You have worked with one main story in this lesson: Maria’s delayed laptop and Alex’s phone calls, chat and email updates. Now it is time to bring everything together in a small case from your own work context. In real life, delays and ongoing issues often need more than one contact. For example, you may first speak to the customer on the phone to explain the situation, and later you send an email or chat message to confirm the details. Your language needs to be consistent: honest, clear about time frames, and reassuring about next steps. In this final block, you will read a short description of a new situation. Then you will write two parts: 1. a short **phone script** of what you would say to the customer, and 2. a short **follow-up message** (email or chat) that confirms the key information. You can imagine that you are working in a company similar to yours. Try to re-use the useful chunks from earlier, like, "I am afraid your order has been delayed", "We expect to solve this by", "At the moment your case is in our priority queue", and, "Thank you for your patience while we investigate". Do not worry about being perfect. Focus on clear steps: apologise and show empathy, explain the delay, give a realistic time frame, offer any alternatives, and summarise what will happen next. This is a chance to practise the full process in a safe space before you use it with real customers.

Your final mini case.

Read the situation below. It is similar to Maria’s case, but in a different company.

You work for CityNet Internet Services in customer support. A customer, Mr Chen, reported a problem with his home internet on Monday. The technical team checked the line and found a fault outside his building. They need to send an engineer to repair it.

Because of a high volume of cases, the engineer can only visit on Thursday morning. Today is Tuesday. Your manager asks you to:

1. Call Mr Chen to explain the delay, give a realistic time frame and manage his expectations.
2. Send a short follow-up message (email or chat) so that Mr Chen has the information in writing.

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What your call should include.

In your phone script, try to include:

• a polite greeting and confirmation of his name,
• apology and empathy about the internet problem,
• a simple reason for the delay (many cases, engineer schedule),
• a clear time frame (engineer on Thursday morning, problem expected to be solved by a certain time),
• one question to check if this time is acceptable, or if there is an urgent need,
• a short summary of next steps and thanks.

Example ideas:

• I am afraid the repair has been delayed because our engineers are dealing with a high number of faults this week.
• We expect to solve this by Thursday afternoon.
• Can I check which deadline is most important for you?
• Thank you for your patience while we investigate and repair this fault.

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What your follow-up message should include.

In your email or chat message, repeat the key facts:

• what the problem is,
• when the engineer will come,
• by when you expect the service to work again,
• what Mr Chen should do if there is still a problem afterwards.

You can recycle phrases from Alex’s email, but change the details for CityNet and Mr Chen.

Use this as a checklist before you write:

• [ ] Did I apologise and show empathy?
• [ ] Did I give a clear, realistic time frame?
• [ ] Did I explain the next steps?
• [ ] Did I thank the customer for their patience?

Practice & Feedback

Using the CityNet situation above, write two parts in your answer:

Part 1 – Phone script (4–6 lines)

Write what you would say to Mr Chen on the phone. You do not need to write his answers, only your side. Include a greeting, apology, simple reason, time frame, one question to check, and a short summary with thanks.

Part 2 – Follow-up message (about 70–100 words)

Write either an email or a chat message to Mr Chen that confirms the key information: problem, engineer visit time, expected repair time, and what he should do if the problem continues. Use polite phrases like We expect to…, I am very sorry…, and Thank you for your patience while we investigate.

Please label your two parts clearly, for example: Phone script: and Message:.