Formal to Client
Workplace · Phone
お待たせいたしまして、誠に申し訳ございません。 — I sincerely apologize for keeping you waiting. (Workplace · Phone, Formal to Client, JLPT N2)
You
お待たせいたしまして、誠に申し訳ございません。
おまたせいたしまして、まことにもうしわけございません。
I sincerely apologize for keeping you waiting.
Romaji: Omatase itashimashite, makoto ni moushiwake gozaimasen. / Reply Romaji: Ie, daijoubu desu.
Reply
いえ、大丈夫です。
いえ、だいじょうぶです。
No, it's fine.
Gesture & etiquette
Phone — no gesture but sincere apologetic tone. Take a beat after the apology before continuing, so the caller feels heard. Resume the conversation with the next action item immediately.
Standard apology after a phone hold longer than 30 seconds. Always use the strongest form '誠に申し訳ございません' if hold went over 1 minute. If hold exceeded 2 minutes, offer to call back. Pick up the line briefly every 30 seconds during long holds to update the caller — never just leave them on silent hold.