Notes

Empathy $ Apology

1. I’m truly sorry to hear about your experience.

2. I understand how frustrating that must have been.

3. I would feel the same way if that happened to me.

4. I’m sorry you are having this problem.

5. I realise how complicated we’ve made things for you.

5. I appreciate your patience in this matter.

6. I understand that this has been inconvenient for you and how annoying that must be.

7. I realise how upsetting this must be for you.
8. Thanks for bringing that to my attention, it’s just not good enough on our behalf.

9. That would frustrate me too.

10. I would be asking exactly the same questions as you are.

11. If I were in your position, I would feel the same way.

12 I know how confusing that must have been.

13. I’m sure there is something else you’d rather be doing so thanks for being patient with me.

14. You’re absolutely right.

15. I really appreciate you raising this with me/us, as it’s clearly not acceptable.

Some more important statements

1. “If I’m understanding correctly.”
2. “I’m sorry you had to face this.”
3. “Give me a minute while I figure this out for you.”
4. “I appreciate your patience.”
5. “I would feel XYZ too in that situation.”
6. “I would have asked the same question as you just did.”
7. “Thank you for contacting us about this.”
8. “Give me a minute while I figure this out for you.”
9. “I will contact you in X hours/days with an update”
10. “Is there any other problem I can help you with today, big or small?”
11. “We/I will help you get this issue resolved.”
12. “You might find XYZ helpful.”
13. “I can see what the problem is.”
14. “You are right”
15. “I would like to make sure we’re both on the same page.”
16. “What I am currently doing to help you is.”
17. “I can understand how that might be difficult.”
18. “Here’s what I am going to do…”
19. “This should be fixed by X”.
20. “If I skip anything important, feel free to stop me at any time.”
21. “I wish I could make it better.”
22. “Please let me know whether you have any further questions.”
23. “We appreciate your honest feedback.”
24. “I am glad to hear that”
25. “Have we covered all that you wanted to discuss today?”
26. “May I arrange for an update call when it is convenient for you?”
27. “I shall contact you as soon as we have an update.”
28. “Thanks again for reaching out!”
29. “If I can make a suggestion