As a leader, saying I am sorry is your responsibility. It helps healing and looking forward, it gives perspective, it makes you human.
It is also your responsibility to not make of I am sorry an empty sentence. If you find yourselves saying that too often, as a reaction to the same situations, it should be clear it is time for you for a change.
You've got this 
Indeed!
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[…] with empathy and does not immediately falls prey to problem solving. A customer service that says I am sorry, that explains what is going on, that asks smart questions, that forgets about the script, that […]
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[…] the first one to take responsibility and to say I am sorry in every argument, no matter if it’s trivial or crucial. Even when you think you are right, […]
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[…] You are just there to help the other move forward. […]
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