Notes

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In case if you will face any issue. You can get back to us. We will definitely help you out.
Thank you for bringing this to our attention
“I certainly can check that for you.”
“I apologize for the inconvenience
let me find out that for you right now!
We don’t have this item and it won’t be available for about 2 weeks, until the next supply.
I appreciate your patience.
Thank you for remaining so positive.
Your business means a lot to us.
I want to thank you for taking the time to speak with me today.
If I were in your position, I would feel just as you do.”
You are totally right.
That would frustrate me, too
What can I do to make your experience with us better?
Give me just a minute/second while I figure this out for you.
Hi, my name is X. May I ask your name?
What can I help you with today?
Thank you for contacting [Company Name]! Can you please provide me with your order number so that I can check the status of your package?
Just to clarify, you have already ordered your package and are waiting to receive it, is that correct?
I can definitely help with that…
. “I want to make sure that I really have an understanding of what you’re telling me. I’m hearing that
When I am done, if I have got something wrong, I would appreciate it if you would correct me, if that is ok?”
Thank you very much for alerting us about this…”
You’re absolutely correct, Sir/Madam”
Do let us know if you have any further questions, Mr Smith”
“We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our managerial team”



“I have experienced a similar problem recently, so I understand what you are saying. Let me see what I can do to help you out”
Your satisfaction means everything to us. Have we covered everything that you wanted to discuss today?”
Thanks for alerting us to [INSERT PROBLEM]. I recognise that this can’t have been an easy thing to deal with and I’m so sorry that we have caused you to feel [INSERT EXPRESSED EMOTION
I’m sorry

Tell me, has this happened before?Listen to Personalise the ApologyExplain to me, what impact has this had on your…?Describe how you felt about that

Hello John! How are you doing?”
Hello Mary. I understand the problem and will be happy to help you. Let’s see what I can do

“I’m not sure, but let me find out for y
Rob, I’m sorry, I made a mistake and gave you the wrong price for this item. The correct price is…”
“I’m sorry, we cannot lower the price for this item any further, but we have a similar product which is priced cheaper because it doesn’t have the built-in face recognition. Would you be interested to take a look at it?”




“I’m sorry, we don’t have this feature at moment. We do intend to add it to our service and we can notify you when it has been done. Would you like to receive an email update?”
I am really sorry this has happened. Let me see if I can find a solution to it.”

“I’m really sorry about that. Tell me what happened.”

“I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation.”

“I’m sorry you are not happy with our product/with your purchase. Let’s see what we can do to make things right.”

“I’m sorry you didn’t receive your purchase on time. Let me find out what I can do to make it up to you.”

“I’m sorry this has happened. I understand your frustration, and I will do my best to help you.
“I’m sorry for the delay on my part. I am pulling up your account details. Please allow me another minute. I’ll be back with you right away
Thank you for chatting with us today. Have a nice day. Good bye