The service industry being (retail, banking, restaurant, fast food, hair salon etc.)
I used to work in retail in customer service. Ifsomeone came in with a complaint or a return I would say "Im sorry to hear that. How can I help?". I didn't know if what they were saying was true or not so the 'Im sorry" was just to acknowledge what they were saying didn't sound good. Was I really sorry? Not a chance.