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 do so feeling frustrated and let down.
They express their grievances and expect that the brand will take responsibility for the issue and mitigate their problem.
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.
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.
“Sorry for the inconvenience’’ 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.
Essential customer service tips for delivering effective apologies
A study by Forbes found that an overwhelming 96% of customers claim they are unlikely to return to a business that has disappointed them.
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 get 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 reoccur 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 expresses 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 inability to access system resources can make it hard for clients to make use of 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 ways to own up to mistakes and apologize to customers that can serve as better “sorry for the inconvenience” alternative phrases.
Outstanding alternatives for “Sorry for the inconvenience” phrase- Please accept our sincere apologies
- Oops, our bad! We’re working to fix things and make it up to you
- We regret any disruption this may have caused
- We’re sorry we failed to meet our own high standards this time
- Your patience during this inconvenience is greatly appreciated
- We’re committed to ensuring this doesn’t happen again
- We realize how disappointing this is
- Let us help you resolve this issue as quickly as possible
- Please let us know if there is anything else we can do
- Thank you for bearing with us during this time
- We’re sorry for your bad experience and would like to offer you a discount on your next order
Let’s take a look at some common alternatives:
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:
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 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:
We regret any disruption this may have caused
Use this 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.
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.
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:
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 them this:
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:
Let us help you resolve this issue as quickly as possible
This “sorry for the inconvenience” alternative phrase shows you are willing to help deescalates 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.
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 customer follow up to demonstrate your commitment to quality service.
Below is an example.
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.
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.
Utilize effective substitutes to 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)
