Making apologies: I’m really sorry you’ve gone to all this trouble., Sorry I got upset., I’m so sorry to keep you waiting., Sorry about that!, I couldn't help it - I slipped., Accepting apologies: There’s no need to apologize – it’s not a problem., It’s my fault. I’ll make you something else., It could have happened to anyone., It’s not your fault., Don’t worry about it – that service is terrible., It’s just one of those things – buses are unreliable!,

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