While working in customer service, never say sorry
If you work in customer support, you’re aware that consumers frequently become unruly and demanding when they don’t get the service they believe they are entitled to. In this scenario, your employer will expect you to be polite, patient, and understanding even if the client is being discourteous.
Customers also want you to be apologetic. Customers, on the other hand, do not want you to express yourself directly since it implies that the business is at fault. Instead, say things like “I comprehend how you felt,” “Thank you for your patience,” and so on.