Complainer: I’m afraid I have to make a complaint., I’d like to make a complaint., I’m sorry to trouble you, but..., I’ve got a bit of a problem, you see..., Service assistant: I'm sorry..., I'm sorry to hear that..., I apologize.../My apologies..., I apologize for the inconvenience..., This was because..., The main reason for this was..., Please tell me exactly what the problem is/what happened, I will send someone to take care of it., Let me check and see what happened., I'm sure that we can sort it out., This won’t happen again.,

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