Jordan worked in a repair office that handled service requests. A customer called because no one had answered her email from two days earlier. Jordan pulled up the message and said, “I see it here. We should have followed up sooner.” The customer said, “I was not sure if anyone had even looked at it.” Jordan typed a note and said, “I understand how that could come across.”

The customer paused and said, “I did not want to keep calling, but I needed an update.” Jordan answered, “I’ll work this out today and send you a clear answer by 3:00.” After the call, Jordan told his manager, “We need a better way to track emails.” His manager nodded because she understood the message behind his words.

SPEAK

Think about the phrases. Answer in complete sentences.

1. Jordan said, “We should have followed up sooner.” What did the office fail to do?

2. The customer said she was not sure if anyone had looked at the email. What did this show?

3. Jordan said, “I understand how that could come across.” How might the situation look to the customer?

4. The customer said, “I needed an update.” What was she waiting for?

5. Jordan said, “I’ll work this out today.” What did he promise to do?

6. Which phrase shows answering after an earlier message?

7. Which phrase shows how something may seem to another person?

8. Did Jordan sound responsible or dismissive? Use the reading to support your answer.

LISTEN

Listen to your teacher’s statement and question. Then answer in complete sentences.

Teacher recording:

“I think Jordan understood that the unanswered email sent a negative message. Even if the office was busy, the customer felt ignored because no one followed up.”

1. What did the speaker say?

2. Do you agree or disagree with the speaker? Why?

WRITE

Write 5–7 sentences.

Choose two phrases from the reading. Explain what they mean and how they show the customer’s concern.

NOTES

follow up

• What it means:
  To contact someone again or continue after an earlier message, meeting, or request.

• How we use it:
  We use this phrase in work, customer service, school, and appointments.

• Why we use it:
  It shows that someone continues communication instead of leaving a person waiting.

• Example:
  Jordan should have followed up sooner.

come across

• What it means:
  To seem or appear a certain way to someone.

• How we use it:
  We use this phrase when talking about tone, behavior, words, or actions.

• Why we use it:
  It helps explain the message something sends.

• Example:
  The unanswered email came across as careless.

keep calling

• What it means:
  To call again and again.

• How we use it:
  We use this phrase when someone contacts a place repeatedly.

• Why we use it:
  It can show frustration or pressure.

• Example:
  The customer did not want to keep calling.

work this out

• What it means:
  To solve or handle a problem.

• How we use it:
  We use this phrase when someone needs to fix details, make a decision, or find a solution.

• Why we use it:
  It sounds practical and solution-focused.

• Example:
  Jordan said he would work out the repair question by 3:00.