A calm response acknowledges the inconvenience and checks the facts before offering a next step.
The idea
Use 申し訳ございません for a formal apology. Repeat the issue with のですね to confirm your understanding; てもよろしいでしょうか politely asks permission. でき次第 means as soon as it can be confirmed.
Examples
- ご迷惑をおかけして、申し訳ございません。We apologize for the inconvenience.
- どのような問題があったか、お聞かせください。Please tell me what problem occurred.
- 商品が届いていないのですね。I understand that the product has not arrived.
- 注文番号を確認してもよろしいでしょうか。May I check your order number?
- 状況を確認して、担当者に伝えます。I will check the situation and inform the person responsible.
- 確認でき次第、こちらからご連絡いたします。We will contact you as soon as we have confirmed the details.
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Watch out
Do not promise a refund or a deadline before checking what your company can actually provide. An apology for inconvenience does not establish the cause.
Try it yourself
「ご迷惑をおかけして、申し訳＿。」（ございません／ください）
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ございません
ございません completes the formal apology 申し訳ございません.
「注文番号を確認しても＿でしょうか。」（よろしい／いけない）
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よろしい
よろしい makes てもよろしいでしょうか a polite request for permission.
「確認でき＿、ご連絡いたします。」（次第／前）
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次第
次第 follows でき to mean as soon as confirmation is possible.
Practice round
Answer questions, then rebuild Japanese sentences where available. We keep your score.
「ご迷惑をおかけして、申し訳＿。」（ございません／ください）
「注文番号を確認しても＿でしょうか。」（よろしい／いけない）
「確認でき＿、ご連絡いたします。」（次第／前）
Tap the words in the right order.
Tap the words in the right order.
Tap the words in the right order.
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A customer says an order has not arrived. Apologize, confirm the issue, ask for the order number and explain the follow-up.