My employer likes it when we tell their customers that we are sorry for whatever their situations are. Not happening with me.  If I’m not sorry, I’m not sorry, nor am I going to falsely express it. If I didn’t make the mistake, I’m more than happy to fix it, but I’m not sorry. I also don’t like to apologize either, something also desired by my employer. Apologize for what? If I made the mistake, then I’m sorry and I apologize, other than that, no. There’s just no need to say I’m sorry for something when I’m not. Apologizing all the time or saying I’m sorry seems counter-productive to me. People believe that it is good customer service and you should express sympathy this way, why? I can do my job, show empathy, be pleasant, engage in small talk and make people happy with the end results, even after someone else has pissed them off and never once say I’m sorry or apologize. Since it is a false sincerity; I won’t mean it and just saying it by rote is not improving the service any.   Plus people are not dumb and know when your spewing bullsh*t at them anyhow. However I will say “I understand”, because I’m listening and understanding their situation.