Effective Communication

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.

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Angela Llasus

Angela Malla Llasus was born on September 24, 1997 at Villaverde Imus, Cavite. She is currently residing at Tumalalud, Mambusao, Capiz. She started her elementary grades at Pasong Buaya II Elementary School Imus, Cavite from Grade one to five and finished at Caidquid Elementary School Mambusao, Capiz as Valedictorian in the year 2010. She then enrolled in her secondary education at Mambusao National High School where she was a consistent honor student and graduated as Salutatorian in the year 2014. She pursued her college at Capiz State University Burias, Mambusao, Capiz, and took up a Bachelor of Secondary Education major in Mathematics. Because of her hard work, she graduated with an academic award year 2018. During her college days, she taught freshmen students for her practice in her chosen profession. There she learned to work under pressure, interact positively with her colleagues in school and handle different behaviors of students. The experience has been challenging yet fulfilling. Angela loves English and Mathematics. Aside from numbers, her hobbies are writing literary pieces like poems and essays. During her school days, she joined different literary contests and journalism workshops because of her passion for writing. She also loves singing. For her, writing and singing are the best ways to express your feelings. As of now, her goal is to find a stable job to support her family. Because of her determination to achieve her goal, she searched for a job to help her family. She has been employed at Inspiro Relia, Inc. as a Customer Service Representative for more than a year. She believes that hard work and patience will lead you to a brighter future.