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Part 2 - How to Apologize to Clients and Customers - Professional English
Part 2 - How to Apologize to Clients and Customers - Professional English
AccurateEnglish
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8:35 · Jul 13, 2019
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Pronunciation scoring isn't supported on this browser — you can still record and listen back.
in
this
video
I
would
like
to
teach
you
some
common
English
expressions
Translating…
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0:00
in this video I would like to teach you some common English expressions
0:03
for apologizing in a business situation to
0:07
your clients to your customers
0:08
and to your co-workers in
0:11
the previous video I taught
0:12
you some expressions for apologizing
0:14
in general but in this video we will get more specific
0:18
and you will learn to apologize
0:20
in a more professional way and I
0:22
will teach you how to use these expressions grammatically
0:25
correctly and as usual
0:27
I will help you pronounce them with a good clear American
0:30
accent a more formal
0:37
word to use them sorry or apology
0:40
or apologize is the word regret
0:43
that's a very nice verb to use especially in
0:46
email communication you can say I regret or if
0:51
you represent the company you can say we regret
0:54
we deeply regret we
0:56
sincerely regret we truly
1:00
regret these are all wonderful expressions
1:03
to use when you're communicating to your customers
1:05
we deeply regret the misunderstanding
1:08
we deeply regret the
1:10
misunderstanding which expression sounds better to you sorry
1:14
we don't give refunds or
1:16
we regret that we are unable to give you a refund
1:20
isn't the second one much better that's
1:23
what I would prefer to receive from a company we
1:26
regret that we are unable to
1:27
give you a refund I
1:28
like that and here
1:30
are two expressions that you can use you
1:32
can change the vocabulary
1:34
around to suit your specific situation
1:36
we apologize for the negative experience
1:39
you had we apologize
1:42
for the negative experience
1:43
you had you can say that to a customer
1:46
and you can say I want
1:49
to extend my sincerest
1:50
apologies for the poor service you received from
1:54
our sales agent let's
1:56
try to pronounce all of that correctly
1:57
sales agent is a compound noun so we stressed the first word and
2:02
poor service is a very nice way to say bad
2:05
service it's more polite to say poor
2:08
service let's say that again I want
2:11
to extend my apologies
2:13
for the poor service he received from
2:16
a sales agent and
2:17
one final one that I recently read
2:20
where manager of a hotel was
2:22
communicating to a customer who wasn't
2:24
happy with the service this
2:26
is what he wrote please
2:28
accept my sincerest apologies that
2:30
your experience was anything
2:32
less than you should expect
2:34
from our hotel please
2:37
accept my sincerest apologies that
2:40
your experience was anything less than you should expect from our hotel
2:43
you can change some of those words around to
2:46
make them fit your specific apology
2:49
let's talk about some work situations
2:51
let's start with the first example
2:53
I'm sure this has happened to you before
2:55
someone contacts you either
2:58
by phone or by email
2:59
and you take too long to respond
3:02
and you need to apologize for
3:04
that let's learn an expression
3:05
we can use to
3:06
get back to to
3:08
get back to someone and that means to respond in that
3:12
situation a very common
3:14
thing to say is I'm sorry it
3:16
took me so long to
3:17
get back to you let's
3:19
say that again I'm sorry
3:21
it took me so long to get back to you and you notice I
3:24
said it took me it took me so long we
3:27
use the past tense with it the
3:29
other way to say it is I'm sorry for taking so long to get
3:32
back to so if you use for you
3:35
need the ing I'm
3:36
sorry for taking so long to get back to you let's
3:40
say that again I'm sorry
3:41
for taking so long to get back to you and
3:44
we're gonna stress the word back
3:46
don't stress to and don't
3:48
stress you those are not key words those are function
3:51
words we reduce those let's
3:53
say that again I'm sorry
3:54
for taking so long to
3:56
get back to you or
3:57
you can say I apologize I
4:00
apologize for taking so long to
4:02
get back to you and you
4:04
can use the expression get
4:05
back to for either a phone call or an email or even
4:08
a text and of
4:10
course we can say I'm sorry
4:12
it took me so long to reply to your text and
4:14
a very nice more
4:16
formal way to express
4:17
that is to say my
4:19
sincerest apologies my sincerest
4:22
apologies for not getting back to you sooner and now
4:25
let's the expression to get back to in the future tense or in the
4:30
past tense you can also say I'll get back to you soon I'll
4:34
get back to you soon that
4:36
means I will contact you soon
4:38
I'll get back to you no later than Friday
4:41
I'll get back to you no later than Friday and
4:45
in the past tense I left
4:47
a message but they didn't get back to me I left
4:51
a message and they didn't get back to me and one more example you
4:55
can leave a message to
4:56
someone and you can say please
4:58
get back to me as soon as possible
5:00
please get back to me as soon as
5:03
possible please get back to me at your earliest convenience
5:07
that's a very nice expression at
5:09
your earliest convenience of
5:12
course those are not apologies
5:14
but I think they're very good expressions
5:16
for you to use another
5:17
good word to use is the word delay
5:20
you can say I'm
5:22
sorry for the delay
5:23
I'm sorry for the delay and responding
5:26
to your email let's
5:28
say that again I'm sorry
5:30
for the delay in responding to your email and let's
5:34
stress the e an email
5:35
email or you can say responding
5:38
to your message or responding
5:40
to your text you
5:42
can also use delay this way I apologize
5:45
for the delayed response
5:46
I apologize for the delayed response and
5:50
sometimes we have to apologize
5:52
when we don't arrive on time and somebody
5:55
waits for us for a long time and then
5:58
we can say I'm
5:59
sorry for making you wait
6:01
are you opening your mouth when you're saying sorry remember
6:05
don't say sorry it's
6:06
sorry listen again I'm
6:09
sorry for making you wait I
6:11
apologize for making you wait
6:13
once again with the O and apologize
6:15
open your mouth ha
6:17
apologize stress the second syllable I
6:20
apologize for making you wait another
6:23
expression is sorry to keep you waiting that's
6:26
a little bit more casual but it works sorry
6:29
to keep you waiting
6:30
your friend is waiting for you and you
6:32
text them or you call them and you say I'm running
6:36
late I'm running late that's
6:39
a very good expression I'm
6:41
on my way I'll
6:42
be there soon I'm
6:44
running five minutes late I'm
6:46
running a few minutes late I'm
6:49
running ten minutes late or you
6:51
can say I should be there in 10 minutes we're
6:55
gonna stress be listen
6:56
again I should be there in 10
6:59
minutes and maybe you're somebody's assistant and
7:02
you're working in an office and you need
7:04
to tell the person who is waiting that
7:06
your boss is coming soon
7:08
but they're late you
7:09
can say he's on his way he's
7:12
on his way or
7:13
she's on her way did
7:16
you notice I eliminated
7:17
the H he's on his way
7:20
she's on her way and
7:22
when you finally arrive
7:23
you can apologize to the person like this I'm sorry to
7:27
have kept you waiting
7:29
I'm sorry to have kept you waiting this
7:33
is when you see them but
7:35
if you contact them before
7:37
that you can say I'm sorry to keep you waiting
7:40
but when you arrive you say I'm
7:42
sorry to have kept
7:44
you waiting let's say that naturally
7:47
I'm sorry to have kept you waiting we're
7:50
gonna stress kept and waiting
7:52
let's do that again I'm
7:54
sorry to have kept you waiting
7:56
apologizing correctly in English is a good skill for you to have because
8:00
sooner or later we
8:01
all will need to apologize
8:03
practice using these expressions
8:05
so when the time comes you
8:06
will be able to say them or to write them correctly
8:09
in English thanks for watching to
8:12
learn all of the rules for a good American
8:15
accent you can buy my online
8:17
video courses at accurate English
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