   anger   I'm about to explode! You ’ Ve made a mess of this matter.     neutral   I am very sorry to hear that you ’ Ve been having so many problems.  
    anger   Sorry isn ’ t good enough! What can you do to help me?     neutral   I understand why you ’ re angry, Mrs. Wilson, and believe me, we are doing everything in our power to work this out.  
    anger   Well, obviously, what you ’ re doing is not good enough!     neutral   
 We have run every test possible. There seems nothing wrong  with it, but maybe there is something
 Mr... Wilson, let me tell my apology one more time... 