- Sorry about the wait.
This is a redundant message that customer services operators are forced to say at the start of a conversation when the customer has been hanging on the phone for too long.
The people saying it aren’t sorry. Nor should we expect them to be — they’re just doing their job, after all.
But, when they open their conversation on a such a false note, it’s hard for the customer to take anything else they say as authentic.
Of course the business is really not sorry because the wait means the business is flooded with business. I agree that in all cases it is not genuine.