Responding favorably to requests | Effective Communication
In a conversation, it is important to know how to respond to requests politely. I have been a customer service representative for more than a year and it was a challenge for me to grant some of my customers’ requests. But in order to have positive feedback from them, I have to respond favorably to their requests. Here’s one scenario.
Agent: Hi, thank you for calling. How may I help you today?
Customer: I did not receive my order yesterday because I attended a school meeting. Can you redeliver my parcel today, please?
Agent: I’m sorry to know that you did not receive your order yesterday, Ma’am. Don’t worry, I’ll help you with this.
Customer: Thank you.
Agent: Thank you for patiently staying on the line, Ma’am. Upon checking, your order has failed to be delivered just once. Don’t worry, there will be a re-delivery within 1-2 days.
Customer: Oh, that’s great! Can you deliver it today?
Agent: Yes, your order can be delivered today. Please be advised that it still depends on the courier if they will deliver today or tomorrow since they are given 1-2 days after a failed delivery to redeliver orders. But don’t worry for I can make a follow-up on this. Please expect delivery within 1-2 days from today.
Customer: Thank you so much!
Agent: You are most welcome, Ma’am! Aside from this, would there be anything else that I can help you with?
Customer: Nothing else. Thank you.
The conversation has positive feedback since I have responded in a polite and positive way as well. There are moments when you cannot grant someone’s request but you still have to choose the best words and phrases to convince them and make them feel that you are really willing to help them with their concern. Responding favorably to requests is simple but can be a big help to others. It is also the same with how we respond to one’s request face-to-face. We can say, “Yes, you can”, “Yes, you may”, “Sure, no problem”, “Yes, I can help you with that” and many more.
