When problems occur but your customer is patient with you, flexible or forgiving, how do you sincerely appreciate them?
The phrase “thank you for your understanding” no longer does the trick. It has become too common and is sometimes misunderstood. This calls for businesses to consider adopting similar phrases that convey appreciation while maintaining clarity.
Employing these alternative phrases when thanking customers can create stronger connections, earn their confidence in your brand, and build lasting partnerships.
The language you use for communications in business can significantly affect the impression you leave on potential customers.
This article discusses some “thank you for your understanding” alternatives to use that can help you improve your customer communication skills.
Thank you for your understanding meaning
“Thank you for your understanding” is a phrase used in less-than-ideal situations when delivering unexpected news or causing inconvenience to others.
Using this phrase assumes good behavior and encourages the good behavior of the people you are communicating with.
This is particularly beneficial in customer service and sales when trying to maintain a relationship with a customer.
According to a Microsoft survey, 95% of the respondents said that the quality of customer service influences their brand choice and loyalty.
For example, when there are problems with the services you’re offering, resolving customers’ issues is taking longer than anticipated, or the customer isn’t having a good experience for any reason.
Using this phrase shows appreciation for the other person’s understanding and patience.
This phrase can be helpful whether you are chatting in person, over the phone, or by email.
Why use “thank you for your understanding” alternatives?
Saying “thank you for your understanding” can convey a variety of meanings, such as expressing gratitude for your patience or apologizing for any inconvenience caused.
However, it’s overused. It can also be interpreted as slightly inconsiderate, as it instructs readers on how to react, telling them how to feel and behave.
It implies that not understanding a situation is unacceptable.
These days, it is also usually viewed as a polite but insincere expression. Therefore, exploring “thank you for your understanding” alternatives may be beneficial for a more precise and polite expression.
“Thank you for understanding” alternatives to use in your communications
The phrase “thank you for your understanding” can be replaced with other appropriate ways to convey your appreciation of customers’ patience in different situations.
1. “Thank you for sharing this information”
When a customer reports that something has gone wrong, say with the company website, let them know you’re working on fixing the problem. Then, show appreciation for bringing it to your attention.
Other synonyms for “thank you for sharing this information”
a. “We appreciate the information.”
b. “Your information is much appreciated.”
c. “Thank you for providing these details.”
| For example: Dear [Name], Thank you for sharing this information with us. I have sent it to the appropriate team member, and we hope to have everything resolved soon. Best regards, [Your Name] |
2. “I appreciate your comprehension”
Saying “I appreciate your comprehension” is a helpful way for non-native English speakers to express gratitude for their ability to understand an idea or situation.
Compared to saying, “thank you for your understanding,” this phrase conveys appreciation more articulately and clearly.
Other “thank you for your understanding” synonyms like this include:
a. “Grateful for your support”
b. “Value your tolerance”
c. “Appreciate your acceptance”
| For example: Dear [Name], I want to express my sincere gratitude for your comprehension. Your ability to understand and empathize with the situation has been incredibly reassuring. Your patience and understanding have made navigating this matter much smoother, and I truly appreciate your thoughtful approach. With gratitude, [Your Name] |
3. “We appreciate your flexibility”
“Flexibility” assumes there will be a solution. This phrase acknowledges that customers are making an accommodation.
It indicates that whatever has gone wrong requires customers to wait some time or perform a workaround to achieve their original intent.
Other “thank you for your flexibility” synonyms include:
a. “We’re grateful for your adaptability.”
b. “Thank you for being so accommodating.”
c. “I value your willingness to adjust.”
| For example: Dear Customers, On behalf of [company], I want to extend my genuine appreciation for your flexibility. We realize the downtime has been an inconvenience, and we’re working on pinpointing the cause. For now, everything is back online, so you can continue to use [system] as before. Those customers who submitted requests via email will have them transferred to the [system] within 24 hours. Thank you again for working with us on this while we sorted everything out. Sincerely, John Doe [Company] CTO |
4. “We are grateful for your patience”
Saying, “We are grateful for your patience,” is a more direct way of asking people to stay calm while you figure out how to fix what went wrong.
It expresses acknowledgment and appreciation for their willingness to tolerate delays or challenges without complaint.
Not only does it still set expectations of behavior, but it also assures them that their issues are being addressed. It doesn’t demand empathy, either, just time and space.
Other “We are grateful for your patience” alternative phrasings include:
a. “We are thankful for your patience.”
b. “We appreciate your tolerance.”
| For example: Dear [ Name], I apologize for the issue you’re encountering. We are doing everything we can to resolve the matter on our end. We will let you know as soon as we’re finished. We’re grateful for your patience as we sort this out. Sincerely, [Your Name] |
5. “We are committed to helping you with this”
This phrase can be more helpful than “Thank you for your understanding.” It shows that, despite the bad news, you are determined to help customers solve the issue.
Instead of telling customers how to behave while you do, it just reassures them that you are taking them seriously and actively seeking a solution. This can be even more calming than reminding them of their manners.
Alternatives for “I am committed to helping you with this” include:
a. “We are dedicated to assisting you with this matter.”
b. “I am devoted to finding a solution.”
c. “We will be working on this until we find a solution.”
| For example: Dear [Name], Thank you for sharing your concerns with us. I am sorry you have been experiencing this error. I am committed to helping you with this and will update you as soon as possible. Best regards, [Your Name] |
6. “Thank you for listening”
In what way do we understand? Via listening (or reading, depending on the medium).
When customers take the time to learn why you made the decision you did, this phrase appreciates them for it.
You can explain your reasoning and presume that upset customers will have empathy by saying, “Thank you for your understanding”.
Better still, simply appreciate the time they spent hearing you out. The latter tends to be more soothing.
Other “Thank you for listening” synonyms include:
a. “Thank you for hearing us out.”
b. “I’m grateful for your attention.”
c. “I appreciate the time you’ve taken to understand our reasons.”
| For example: Dear Customers, I know many of you are unhappy with the recent news that [product] will no longer be updated. Thank you all for being such loyal enthusiasts these last [#] years! After many long discussions, we at [company] feel that [product] no longer fits the direction we seek to pursue. [Reasons for discontinuation]. Thank you for taking the time to understand our reasoning. The product team for [product] recommends [list of products] for experiences like what you’ve had with [product]. We hope to see you in the next chapter of our growth! Sincerely, [Company Executive] |
The common use case for thank you for your understanding alternatives
The phrase “thank you for your understanding” is commonly used in situations where you want to express gratitude to someone for being patient or accommodating in response to a particular circumstance, often preemptively.
Here are some situations where it’s appropriate to utilize “thank you for your understanding”:
Apologizing for an inconvenience
When you need to apologize for causing customers inconvenience due to a mistake, delay, or change of plans, you can use this phrase after an explanation and apology.
It implies that things like this are normal and asks customers to empathize.
Requesting patience
If an issue is ongoing, this phrase can be used to ask for time to resolve it. If the issue is affecting many customers, send a blanket email or post a pop-up with a warning on your website.
Including “thank you for your understanding” in such a message begs for patience while you solve the problem. It also reduces the number of incoming support requests and customer complaints.
When acknowledging dissatisfaction
The phrase “thank you for your understanding” is often used when acknowledging someone’s expression of dissatisfaction. If their expectations are impossible to meet, an explanation followed by this phrase and an apology closes the subject.
Announcing something disappointing
If you are announcing something that may upset a subsect of your customers, this phrase often follows a thorough explanation of your decision.
While acknowledging their feelings, this emphasizes that you felt there was no choice and have faith they’ll see that, too.
Make use of “thank you for your understanding” alternative phrases
Businesses’ support teams are constantly learning how to communicate more effectively. One way to do this is by finding more than one way to say things that can easily come across as insincere.
While “thank you for your understanding” may be appropriate in some situations, it may not always convey the tone you’re trying to achieve.
BoldDesk empowers support agents to communicate effectively with their customers. Contact us to arrange a live demo and experience how our features can help you navigate customer support issues and improve relationships. You can also sign up for our free trial for immediate access.
Would you like to use any other alternatives to “thank you for your understanding”? Please share them with us in the comments section below.
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