1. Positive Responses
1.1. I'm sorry to hear that.
1.2. I'm so sorry, but this will never occur / happen again.
1.3. I'm sorry, we promise never to make the same mistake again.
1.4. I'm really sorry; we'll do our utmost/best not to do the same mistake again.
2. Negative response to complaints:
2.1. I'm afraid, there isn't much we can do about it.
2.2. We are sorry but the food is just alright.
2.3. Sorry there is nothing we can do about it.
3. Procedure
3.1. 1.Apologise
3.1.1. I’m sorry . . .
3.1.2. I apologize . . .
3.1.3. I apologize for the problem . . .
3.1.4. I apologize for the inconvenience . . .
3.1.5. My apologies . . .
3.1.6. I’m sorry to hear that . . .
3.2. 2.Ask for specifics
3.2.1. Please tell me exactly what the problem is
3.2.2. Please tell me exactly what happened
3.3. 3.Take action
3.3.1. I will send someone to take care of it
3.3.2. We will send the correct order tomorrow
3.3.3. Let me check with the shippers and see what happened
3.3.4. I don’t know what happened, but I will get back with you later today
3.3.5. Let me straighten this out and I will get back to you today with the solution.
3.4. 4.Follow up
3.4.1. Mr. Jones, did everything work out to your satisfaction?
3.4.2. Ms Smith, I wanted to see if the problem has been resolved to your satisfaction.
3.4.3. Did everything work out okay?
3.4.4. Did you get what you needed/wanted?