As a life long retailer I am sensitive to how customer service issues are handled. Years ago when I was first working with our Customer Service department we encouraged the CSR to be empathetic with the person having the problem.  The overused phrases we employed then would turn out to be frustrating and ineffective in the 21st century.  I cringe when I hear theses phrases used more than once in a customer service interaction and I think I have a secret to make them powerful and effective once again. The phrases are “I’m sorry,” “I understand,” & “I apologize.” These once powerful statements of empathy have lost the zing they previously had.  To bring back the power of these bond building, anger disabling words once had, I recommend that you have a solution or plan to make the situation better. Instead of repeated apologies for a problem, offer a solution after the first acknowledgement of the error. Try this; “I understand that this is a terrible problem for you and I apologize. Let me see what I can do to take care of this for you immediately.” The perception or reality of immediate action to rectify a problem will help the customer become less enraged over the situation they are in and offer the CSR a moment to collect thoughts and help. Please stop the endless barrage of apologies and bring forth some solutions.