Introducing/explaining a problem: There seems to be a mistake.., You've charged us for... but, I'm afraid...., Making a request: Would you mind...?, Could you (possibly)...?, I'd like to ..., please, Responding to an apology: Don't worry about it, It's not your fault, It's all fine, Making an apology: I do apologise, I'm (terribly) sorry, It's all my fault,

Explaining and dealing with problems

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