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Sympathize (feel sorry) and then Empathize (say sorry)
We have to check if the Information provided by us to the client actually wrong from our side, after thoroughly looking into issue we shall engage with the client explaining them what actually went wrong with our process and then we shall apologize for the incovenience we caused by our service.
Be apologetic for your mistake and provide the correct information in a way customer can trust you.
Nice answer by Priscilla........... i echo with her.
we should apologize for the inconvenience and say what mistakes have been made and the reasons for doing it and reassure that it wouldn't happen again