Customer Service vocabulary · Polite & Empathetic Language
Apologize
Meaning in customer service, with examples
/əˈpɒlədʒaɪz/verbCore term
In customer service, apologize means: To say that you are sorry for something that went wrong or caused a problem for someone.
In Turkish: özür dilemek, kusura bakmamasını rica etmek
How it is used
Used on the phone, in chats and in emails, usually with for: "We apologize for the delay", "I apologize for any inconvenience." It is more formal than "I'm sorry". Agents often apologize for the situation on behalf of the company, even when they personally did nothing wrong.
Example sentences
I do apologize for the delay in getting back to you.
We apologize for the error on your last invoice.
Common collocations
apologize for the delay
apologize for any inconvenience
sincerely apologize
apologize to the customer
Related terms
inconvenienceTrouble, extra effort or a small problem that a situation causes for someone.
empathyThe ability to understand and share another person's feelings, and to show them that you understand.
acknowledgeTo show or say that you have noticed or accepted something, such as a customer's feelings, a problem or a message.
thank you for your patienceA polite expression used to thank a customer for waiting, for example after being on hold, after a delay or during a long investigation.
