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Blog
TL;DR: Using “sorry for the inconvenience” in customer communication can feel vague and impersonal. This blog explains why the phrase often falls short, when it may be appropriate, and offers effective, empathetic alternatives to help you deliver more sincere apologies.
Have you ever said “sorry for the inconvenience” to an unhappy customer? We’ve all been in that situation in customer service. But saying sorry too often doesn’t really work. It sounds fake and may not save you from customer churn.
Genuinely apologizing to the customer can turn a bad situation into a chance to make them happy and leave them with a good feeling.
This blog explores some creative “sorry for the inconvenience” alternatives to express remorse, acknowledge frustration, and turn a bumpy experience into a satisfying interaction.
Sorry for the inconvenience
“Sorry for the inconvenience” is the most common expression used by businesses to apologize for customer service mishaps like poor service, product issues, billing errors, or miscommunication.
By saying this, the business acknowledges not meeting customer expectations and expresses regret for any negative impact it may have had on the clients.
The phrase has been overused to the point where it has lost the authenticity of its initial meaning.
Why customers dislike the phrase “sorry for the inconvenience”
Customers who take the time to contact a company after an unsatisfactory experience often feel frustrated and let down.
They express their grievances and expect that the brand will take responsibility for the issue and mitigate their problem.
Empathetic customer support teams that rely on statements such as “sorry for the inconvenience” may believe they are addressing the problem, but in reality, they can irritate customers.
“If we use ‘I’m sorry,’ what comes after that needs to be part of the apology, not a ‘too bad’ explanation.”— Shep Hyken, Customer Service Expert.
This reinforces why customers expect apologies that demonstrate accountability and outline what will be done to fix the issue, not just acknowledge that an inconvenience occurred.
Customers dislike the phrase “sorry for the inconvenience” for several reasons:
It lacks empathy
Saying “sorry for the inconvenience” feels distant and impersonal. It doesn’t acknowledge the specific situation the customer is facing or how it might affect them.
The phrase can downplay the problem
The word “inconvenience” can undermine the seriousness of the problem.
For example, a customer who has missed a flight or lost important data, being told their situation is merely an inconvenience, can feel dismissed and even insulted.
It may sound insincere
Repeatedly using the same generic “sorry for the inconvenience” phrase can come across as robotic and inauthentic.
It can make customers feel like they’re just another number in the system rather than valued individuals. This makes it harder to build rapport and establish customer trust.
The apology gives no solutions
Simply saying “Sorry for the inconvenience” leaves the customer hanging, wondering what will happen next.
A good apology should do more than just express regret by offering a solution or next step to rectify the situation.
How do you apologize sincerely in customer service?
A Forbes study found that 96% of customers are willing to stop doing business with a company after a poor service experience.
With that in mind, as a customer service agent, formulating sincere apologies can go a long way to calm angry customers, rebuild trust, and maintain healthy relationships.
These are some essential tips to help you write an apology that is heartfelt, effective, and conducive to getting over the inconvenience:
- Acknowledge and take ownership of the specific issue: Start by accepting responsibility for the mistake.
- Express genuine empathy: Use appropriate phrases that demonstrate to the customer that you understand how the issue might impact them.
- Personalize the message: Ensure you tailor your apology to include the customer’s name and address the specific issue at hand. Avoid using language that sounds robotic.
- Offer a solution or an alternative: Don’t leave the customer in the dark. Tell them what you’re going to do to fix the problem and make things right. If appropriate, reassure them that your company will do everything it can so such a mishap won’t recur in the future.
Scenarios where you would need to use the phrase “sorry for the inconvenience’’
It is common to encounter instances where you do not fully meet customer expectations in the course of running a business.
During such times, extending a sincere apology can help alleviate customer irritation and address their concerns effectively
These are some situations in which using the “sorry for the inconvenience” phrase is necessary:
- Product or service issues: When certain attributes of a product or service, such as the quality standard, do not meet customer expectations, an apology can help acknowledge the disappointment or inconvenience and express the company’s commitment to improving to match up.
- Delayed delivery: If an order arrives later than promised, an apology can help soothe the customer’s disappointment and maintain trust.
- Billing errors: When an invoice or receipt has errors, an apology should show that you are willing to rectify the issue.
- Poor customer service: Bad customer service experiences with unhelpful or rude staff can tarnish a company’s reputation. An apology can help rebuild customer relationships.
- Miscommunication: When there’s a breakdown in communication or misinformation is provided, an apology should be worded to help clarify and mend the situation.
- Technical issues: The presence of ‘website not responding’ messages or the inability to access system resources can make it hard for clients to make use of the provided services. Apologize when unforeseeable problems with your system occur, such as unplanned interruptions or when your website is unusually slow.
- Unexpected changes or cancellations: If events, services, or product availability change unexpectedly, an apology should be included in addressing any resulting inconvenience to the customer.
- Privacy breaches or security issues: In the event of a data breach or security lapse, an apology is a crucial first step in addressing customer concerns and restoring confidence.
Alternatives for “Sorry for the inconvenience”
There are several customer service apology phrases that can serve as better “sorry for the inconvenience” alternative phrases.
Outstanding alternatives for the “Sorry for the inconvenience” phrase
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Let’s take a look at some of the service recovery phrases:
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Please accept our sincere apologies
Notably, support staff may at times make mistakes. Since making errors is human, a good thing to do is to apologize and own up to your mistakes.
Example:
Dear [Recipient’s name],
This is to express my regret for [briefly state issue]. Please accept our sincere apologies for the inconvenience.
We have put measures in place to fix the issue and prevent future recurrence.
Thank you for your understanding.
Warm regards,
[Your name]
Oops, our bad! We’re working to fix things and make it up to you
This phrase is perfect if you’re searching for a casual yet sincere apology alternatives with a commitment to rectify the situation.
It is typically appropriate for minor issues and with a customer base that appreciates a more informal tone.
Here is a working example:
Hello John Doe,
It came to our attention that you faced some challenges while trying to use our service.
Oops, our bad! We’re working to fix things and make it up to you.
We have reached out to let you know that this isn’t the experience we aim to provide.
Our team is on it, and the service will be up and running in a few.
Thank you,
Regards,
Customer Support
We regret any disruption this may have caused
Use this apology alternative phrase to show your customers that you are sorry for the inconvenience your service disruption has caused.
It lets the customers know that you genuinely didn’t intend to disrupt their experience and may help emphasize that the issue was unexpected or the change was unavoidable.
Here’s an example.
Dear esteemed clients,
On the 13th, there was a heavy downpour, which affected our network reception, leading to service downtime. We regret any disruption this may have caused you. We have implemented back-ups to ensure this doesn’t happen again.
Thank you for your understanding.
Sincerely,
[Your company]
We’re sorry we failed to meet our own high standards this time
This expresses remorse and takes responsibility for what is usually a service issue. It also emphasizes that the company’s usual level of service is much higher than what the customer experienced.
It implies that the company shares in the customer’s feeling of disappointment and doesn’t find it acceptable.
The expression can be a starting point for a conversation about how the company can best rectify the situation and restore the customer’s confidence.
Following is an example of how this phrase can be used.
Dear [Customer name],
We received your message communicating your issue with our product. We’re sorry we failed to meet our own high standards this time.
We understand the impact this may have had and are taking immediate measures so it does not happen again.
As a means to show how sorry we are, we would like to offer an exchange or a refund if you so wish.
Kindly contact us if you run into any other issues.
Best regards,
[Your Name]
Your patience during this inconvenience is greatly appreciated
This phrase is a polite way to acknowledge a customer’s understanding and endurance as you strive to resolve an issue affecting them.
Since this “sorry for the inconvenience” alternative phrase is quite passive, it is ideal in contexts where:
- You have already acknowledged the problem
- The inconvenience is minor or temporary
- The customer is already aware of the steps you are taking to alleviate the situation
Here’s an ideal instance for using this phrase:
Dear [Customer name],
We apologize for the slight delay in the shipment of your order.
Weather changes have affected our transport logistics, and as a result, your package will arrive within 5 business days instead of the usual 3.
We appreciate your patience during this inconvenience.
Sincerely,
(Your name)
We’re committed to ensuring this doesn’t happen again
This is the perfect “sorry for the inconvenience” alternative phrase to use whenever you identify a mistake or issue that negatively affected customers, and you want to apologize while also assuring customers that steps are being taken to prevent a recurrence.
However, it is best used when you have already addressed the immediate issue and have tangible steps in place to prevent repetition.
You can write this to them:
Dear [Customer name],
We are deeply sorry to learn that our latest [specific software] update resulted in unexpected issues for you.
Things like this don’t happen often to us. We take full responsibility for the oversight.
We are implementing additional quality assurance processes to ensure our updates undergo more rigorous testing before release.
Yours sincerely,
The [Company name] Team
We realize how disappointing this is
This alternative phrase shows your clients that you are empathetic. It also shows that you value how they feel after a purchase experience.
Here is an example:
Dear John Doe
I would like to sincerely apologize for the service disruption you encountered. We realize how disappointing this is, and we deeply regret any inconvenience caused.
We are working diligently to [mention any remedial action being taken]and ensure the issue never recurs.
I appreciate your understanding and patience as we resolve this matter.
Sincerely,
[Your name]
Let us help you resolve this issue as quickly as possible
This “sorry for the inconvenience” alternative phrase shows you are willing to help, de-escalates the issue, and you value the customer’s time. It is a proactive way to say you are sorry.
This level of responsiveness can help to restore the trust your customers have in you.
Following is how this phrase can be used in context.
Dear [Customer Name],
We are sorry to hear about the difficulties you’ve been experiencing with our [product name].
Let us help you resolve this issue as quickly as possible. To help you out, we have put the best of our team to work on the issue. Kindly give further details on the problem, and we will see to it that it is solved.
Thanks for your patience.
Kind regards,
[Your Name]
Please let us know if there is anything else we can do
This phrase is ideal for demonstrating your willingness to go the extra mile to rectify a situation. It is best used at the end of an apology as a customer follow-up to demonstrate your commitment to quality service.
Below is an example.
Dear [Customer Name],
We are very sorry for the disruption you faced earlier. We have fixed the issue now.
Please confirm and let us know if there is anything else we can do to assist you further.
Best regards
[Your Name]
Thank you for bearing with us during this time
This sorry for the inconvenience alternative phrase is used to appreciate customers for their understanding while you worked to resolve the customer service disruption. It can be used as a follow-up message after successful service recovery efforts.
The following is an instance of how you can use this phrase in context.
Dear valued clients,
We are reaching out to you to apologize for the recent disruption in our online services.
Due to technical difficulties that were beyond our control, many of you experienced interruptions when trying to access [Mention service details].
We regret any inconvenience or concern this disruption may have caused. Our team isolated the issue and duly fixed it.
Thank you for bearing with us during this time.
If you have any further concerns or need assistance, please do not hesitate to contact [customer support team details].
Sincerely,
[Company Name]
We’re sorry for your bad experience and would like to offer you a discount on your next order
This alternative not only acknowledges the inconvenience the customer has faced but also extends a gesture of goodwill to compensate for their negative experience.
Offer a discount on the next order to provide a tangible benefit that can help restore the customer’s trust and encourage future business.
To restore the customer’s trust in you, you can write them an email such as the one here.
Dear [Customer Name],
We are sorry you had such a hard time using our product.
We know how frustrating it can be when things don’t go as expected, and we are committed to making things right.
Please accept this discount code [DISCOUNT CODE] for [X]% off your next purchase with us. Enter the code when checking out to redeem your discount.
Thank you for giving us the opportunity to make it up to you. We value your business and hope to serve you better in the future.
Warm regards,
[Your Name]
Utilize effective substitutes for the “sorry for the inconvenience” phrase
Customer service issues are unavoidable in any business, but they are not the end of the world. What really matters to the customer is how you recover from these setbacks and demonstrate your commitment to their satisfaction.
A simple “sorry for the inconvenience” may not be enough to convey your sincerity, and you may risk losing your customers’ trust.
We hope this blog enriches your toolbox of recovery strategies to build more resilient and rewarding customer relationships.
Remember, it’s not just about saying you’re sorry; it’s about showing you mean it and that your brand stands beside its customers even when things go wrong.
BoldDesk empowers support teams to engage in efficient communication with their customers. Reach out to us to arrange a live demo and experience how our features can enable you to swiftly navigate through service issues and enhance your customer connections. Or, sign up for our 15-day free trial to unlock instant access.
Do you have any other alternatives to “sorry for the inconvenience”? Please share them in the comments section below.
Recommended reads
- 10 Best Templates to Write Apology Emails to Customers
- 9 Great Alternatives to “Happy to Help”
- Customer Thank You Notes: Examples and Tips
- 45 Exceptional Customer Service Phrases (+14 You Should Avoid)
Frequently Asked Questions
The phrase may be acceptable for minor issues or brief notifications, such as short delays or maintenance updates.
For more serious problems, clearer and more specific language is usually more appropriate.
Yes. Using clear, empathetic language helps customers feel heard and respected.
Thoughtful wording can reduce frustration, improve understanding, and contribute to more positive customer interactions.
In most customer-facing situations, yes. An apology is more effective when it is accompanied by an explanation of the action being taken to resolve the issue or prevent it from happening again.
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