Notes

***Greeting**********************************************************************************

Hi there, great to meet you! It’s a pleasure chatting with you today. I hope you are having a good one!

I was reading your complaining, this is not the experience we want you to have.
I regret knowing we're failing you with the service you deserve as an online employee, let me check what is going on and I'll do my best to resolve this matter in somehow.

Please know I personally care about your business.

Before we dive in, can you give me a little more context on the situation?

In order to assist you as you deserve, would you please be so kind to provide me with your order number?

Thank you so much for helping me to confirm this information, $contacts.name.first.

***Ending********************************************************************************

I do not mean to rush, but due to inactivity I’m required to ask. Are you still with me, $contacts.name.first?

You are most welcome!

I would like to know if have we covered everything that you wanted to discuss today?

Just one more thing, you will receive an email confirmation about what we just did and I'll appreciate if you can check it to motive me and improve every day, it will help me a lot. And if you want to file a formal complaint about your experience with Walmart you can follow up this link: https://corporate.walmart.com/contact-us/store-corporate-feedback

I'm always willing to help so if you have further questions, feel free to let me know?

Thank you again for being a great client. I wish you all the best!

We're feeling pretty lucky that you chose us, and I just want to say thank you on behalf of our whole company.

Thank you very much for being one of the kindest customer I have had today. If you need any help in the future, please, do not hesitate to contact us again. Thank you for contacting Walmart.com and have a lovely week!

Take care, $contacts.name.first. Bye!


***Empathy******************************************************************************

Thank you for remaining so positive!

I have experienced a similar problem recently, so I understand what you are saying.

I appreciate you bringing this to our attention, so that we can deal with this immediately!

I am sorry for this matter. I hope you understand that I really tried to resolve this by all that I have on my hands.

I deeply apologize for the issue that it has caused, please accept my sincere apology.

We will do our best effort for you, $contacts.name.first; we are working really hard to provide you a better service every day because you are really important to us.

Customer satisfaction is always a number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you.

I was able to review the tracking details, for some reason our carrier in charge was facing some issues with the truck, this disturbed the normal delivery, so according to my system this has been rescheduled for tomorrow, I know this is not right since you may need the order on time, if you don't mind I kindly ask you to wait for the delivery *** I just want to be sure you get what you paid for.

As a small token of honor and as a mark of apology, let me issue $** off on the order. I know that processing a credit to the order is not solving the delay, but we'll take precautions for further deliveries.

**Marketplace*****************************************************************************

I was checking your order and I have confirmed it comes from our Marketplace partner, but please do not worry about it. In order to receive the best assistance regarding your order from called MARKET, the best option is to escalate this issue directly to them and you should receive a response via email within 24 hours. Our higher department will find the best resolution for you as soon as possible! Would that be okay for you?

Sounds great! Thank you very much for letting me to help you today, $contacts.name.first. I have escalated the case to our higher department and for sure it will be resolved. Your reference number is XXX. Please quote it for future correspondences.