Formal to Client
Workplace · Phone
この度はご不便をおかけし、誠に申し訳ございません。詳しくお話を伺ってもよろしいでしょうか。 — We are truly sorry for the inconvenience caused. May I hear the details? (Workplace · Phone, Formal to Client, JLPT N2)
You
この度はご不便をおかけし、誠に申し訳ございません。詳しくお話を伺ってもよろしいでしょうか。
このたびはごふべんをおかけし、まことにもうしわけございません。くわしくおはなしをうかがってもよろしいでしょうか。
We are truly sorry for the inconvenience caused. May I hear the details?
Romaji: Konotabi wa gofuben wo okake shi, makoto ni moushiwake gozaimasen. Kuwashiku ohanashi wo ukagatte mo yoroshii deshou ka. / Reply Romaji: Ee, jitsu wa kinou todoita shouhin ga...
Reply
ええ、実は昨日届いた商品が...
ええ、じつはきのうとどいたしょうひんが...
Yes, actually, the product that arrived yesterday...
Gesture & etiquette
On the phone: take notes immediately, use 「はい」「左様でございますか」 to acknowledge throughout. Never sigh or sound impatient. Sit up straight even though they can't see you—posture changes voice tone. Have your manager's number ready in case escalation is needed.
First-stage complaint response in Japanese business: apologize before knowing the details, then ask permission to listen. 「ご不便」 is a safe neutral word—it doesn't admit fault but acknowledges the customer's experience. Never interrupt the customer once they start. 「伺う」 is humble form of 「聞く」, showing respectful listening posture.