How to apologize for the delayed return of a borrowed item
How to apologize for the delayed return of a borrowed item
How to apologize for something outside of your control
How to apologize for something outside of your control
How to apologize for the inability to do something 
How to apologize for the inability to do something
How to follow up with a customer who gave you a low survey score or bad review
How to follow up with a customer who gave you a low survey score or bad review
| Name | Tags |
|---|---|
So I can
understand the full extent of the issue/problem, could you please tell me a
little more?
| Listen to Understand |
I want
to make sure that I really have an understanding of what you’re telling me.
I’m hearing that…
| Listen to Understand |
Thank you
for alerting us to [ISSUE]. I recognize that this can’t have been an easy
thing to deal with and I’m so sorry that this caused you to feel [insert
expressed emotion].
| Acknowledge Concern |
I’m
sorry, I can see how [ISSUE] must have been frustrating for you.
| Acknowledge Concern |
I’m very sorry, I appreciate how
difficult it must have been for you to deal with.
| Acknowledge Concern |
If I
were in your situation, I would feel the same.
| Acknowledge Concern |
I’m
sorry to hear that
| Express Regret |
We take pride in our high standards of service and we know that we did not meet your – or our own – expectations. | Acknowledge Concern |
Please
allow me to apologize for your experience
| Express Regret |
Thank
you for giving us the opportunity to make this right.
| Thank Them for Feedback/Patience |
I
appreciate you bringing this to our attention, so that we can deal with this
immediately.
| Thank Them for Feedback/Patience |
I would
feel the same in your situation, but we will sort this out…
| Acknowledge ConcernOffer Reassurance |
We deeply value your relationship, and we are committed to providing you with the highest level of service. Thank you in advance for your understanding and patience. | Thank Them for Feedback/Patience |
Please know that we are doing everything in our power to make it right. | Offer Reassurance |
We understand how frustrating this can be and please know we’re doing everything we can to make it right. | Acknowledge ConcernOffer Reassurance |
You were
absolutely right to bring this to my attention, so I can [insert action]
| Offer Reassurance |
I will
try everything I can to resolve this by [date]
| Offer Reassurance |
As I
look into this, I will [insert action]…
| Tell Them How You Will Fix it |
What I’m
doing now to help you is [insert action]
| Tell Them How You Will Fix it |
What I’m
currently doing to help you is…
| Tell Them How You Will Fix it |
This
situation is difficult, but one solution that we could try is [insert
solution]
| Tell Them How You Will Fix it |
Now that
I’m aware of the situation, we can look to fix it by [insert solution]
| Tell Them How You Will Fix it |
If I
were in your situation, I would feel the same. What I would try, and I
suggest that we do too, is to [insert solution]
| Tell Them How You Will Fix it |
I will
contact you as soon as I have an update
| Tell Them How You Will Fix it |
I will
work on resolving the problem and will be in touch by [date]
| Tell Them How You Will Fix it |
I’m
sorry that you’ve had this issue, but we have managed to [insert solution].
Now we have done that, our next steps are [insert next steps]
| Tell Them How You Will Fix itExpress Regret |
We recognize that this is not ideal, and we ask for your continued patience throughout this process. | Thank Them for Feedback/PatienceAcknowledge Concern |
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