Impeccable Languaging

Impeccable Customer Service Tip #317

When a customer is upset, don’t say “I do apologize.” We don’t tend to use that phrase outside of business, yet some people assume it’s fitting to use with customers. It’s not. Too often “I do apologize” is said with an inflection that doesn’t demonstrate sincerity or empathy. Instead, you might consider saying (with a sincere tone), “My apologies.” or “I’m so sorry.” And then, of course, move into discussing a solution.


  1. I love getting, “I’d like to apologize” or, “I think I owe you an apology.” My reply is typically, “So do it.” Most people have no idea what I mean and are confused (or playing dumb) and I lead into the explanation your tip spells out perfectly.

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