How to Apologize at Work in English

Original Lisa Mojsin 宝安外语协会 2020-02-12

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Knowing how to apologize well is an important skill for both your professional life and your personal life.

We all need to apologize at one time or another. Here are some expressions in English for you to use in different situations with your clients, customers, and coworkers. Practice them so that when the time comes, you will know what to say.

For more formal situations in an email with clients or customers:

Use the word “regret” instead of the word “sorry” or “apologize”.

You can say:

1. I regret…
2. I truly regret….
3. We sincerely regret….
4. I deeply regret….

Example sentences:

1. We sincerely regret the inconvenience caused by the delay.

2. I deeply regret the misunderstanding.

3. We regret that we are unable to give you a refund.

Here are some real examples taken from businesses apologizing to customers:

1. We sincerely regret the negative experience you had.

2. I want to extend my sincerest apologies for the poor service you received from our sales agent. (saying "poor" service is better than saying "bad service")

Here is a message from a hotel manager sent to a customer who complained about the bad experience he had. You can say something similiar about your services:

1. Please accept my sincerest apologies that your experience was anything less than you should expect from our hotel.

When you take too long to return an email or a phone call:

1. Use the expression “get back to” (“to get back to” means to call back or email back)

Example sentences:

a. I'm sorry it took me so long to get back to you.
b. I'm sorry for taking so long to get back to you. (with "for" we need to add "ing" to the verb)

More formal for email:

c. My sincerest apologies for not getting back to you sooner.

2. Use the word “delay”

Examply sentences:

1. I’m sorry for the delay in getting back to you.

2. We’re sorry for the delay in processing your refund.

3. I’m sorry for the delayed response.

4. I apologize for the delayed response to your request.

If you are late and someone is waiting for you:

1. Use the expressions “ to keep you waiting” or “for making you wait”

Examply sentences:

a. I apologize for making you wait.

b. Sorry to keep you waiting.

2. Call or text to say:

Examply sentences:

a. I’m sorry, I’m running late. (means “I will be late.”)

b. I’m running 10 minutes late due to heavy traffic.

c. I’m on my way. I’ll be there soon.

d. I should be there in 10 minutes.

End

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