Notes

Good Morning! How can I help you today?
Good Morning! Thank you for bringing this matter to my attention. Let me check in our system to provide you the accurate information.
Hello $contacts.name.first. I hope you're doing well today!
I'm so sorry to know that ***********. Let me take a look at your order to see what has happened and what I can do to help you.

You're welcome. It's been a pleasure assisting you. Is there anything else I can assist you with today?
You are welcome. I'm so happy to know that I've resolved your concerns. Please check each email that you receive after we finish this chat in order to follow your case.. Do you feel fine with this or may I help you with something else?

I am sorry to inform you that the billing address listed in my system is different. Can you provide me the correct billing address?
MP
Thank you so much for all information that you provided me today, I was checking the information in my system to replace them but I noticed that the item is sold by one of our third party vendors, "*****" But don´t worry I'd like you give us the chance to correct this situation, I'm going to escalate your request to our marketplace team, they will get in touch with the marketplace partner and you will get a response from them within 24 hours. May I escalate your case?
I have reviewed this order and I can see is from the third party seller, In order to do my best I can escalate this issue for you to the seller, so you do not need to deal with the seller. Our special team can work on this order and contact them to get this solved as fast as possible. You will be resolved within 24 hours or less y via email. If you are not resolved as you desire, do not hesitate to contact us back with this Incident #: $incidents.ref_no
I personally will take ownership of the concern that you have raised, Laura. I will look into details of your account and ensure that it is resolved to the earliest.
I’m not trying to make it difficult for you, but I have not heard from you in a few minutes. Are you still with me?
Do you think this solution would work for you?
You’re absolutely correct, $contacts.name.first.
It’s been great chatting with you. I really enjoyed our chat
I wish you didn't have to go through that.
I absolutely agree with you…
I want to express my sincere apology for failing to meet your expectation in regards to this particular issue.
I totally agree with you. // You made my day.
That sounds like you felt really disgusted!
We are so lucky to have customers like you!
Can you please rephrase the question?
You don’t deserve that!
It must be awful to be you right now.
Please give me an opportunity to try and resolve this for you.
That’s why I’m here. I really enjoyed our chat
Thank you for bringing this to our attention.
How may I help you today?
Could you please elaborate on your query?
I’d just like to ask for a little further information.
Thank you so much for being comprehensible with me, I really appreciate it.
Thank you for your understanding, $contacts.name.first!
I'm sorry you had such a bad experience.
I do understand your point and I'm sorry you had such a bad experience.
Let's go over what happened.
I’d like to work on this particular case together.
Let’s work together to turn things around.
Have an amazing day ahead!
It is unfortunate that things turned out this way.
While we have caused this unpleasant experience
Let me find out what I can do to make it up to you
I am so sorry for any inconvenience this delay may have caused you..
I understand your frustration, and I sincerely apologize for any inconvenience we have caused you.
Are you still there? I don't mean to rush you. I just want to make sure that we are still connected.
My day has been mostly very good. Thank you for asking.

Please bear with me for a few more minutes.
Thank you, $contacts.name.first. May I put your chat on hold while I am checking your order?
Do you mind holding on for a few minutes while I look up the order?
May I put your chat on hold while I am checking your order?
I’m going to look into this for you right now. Is it alright if I put you on hold for a minute while I examine this issue?

In an effort to compensate this inconvenience I'm willing to offer a % discount on your order. This offer is not intended to place a value on your inconvenience, but rather to reaffirm our commitment that our customers are the highest priority in our values, $contacts.name.first.

Otherwise, please let me know whether you'd like us to send a replacement for your item or if you want a refund, $contacts.name.first..

Sorry, I’m not sure I understand this correctly
If I understand you correctly
If I’m understanding you correctly
Let's get this straight
Please allow me a moment to read the above chat transcript, so I will be able to better assist you.
I don’t want you to repeat yourself so please allow me a moment to read the above
chat transcript, so I can better help you.
May I please have a second to review your previous conversation to catch up?

It’s incredibly frustrating when that happens and I completely understand why you are annoyed.
Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused.
I would feel the same in your situation, but we will sort this out
I personally will take ownership of the concern that you have raised, $contacts.name.first. I will look into details of your account and ensure that it is resolved to the earliest.
Thank you for bringing this to our attention. I’ll do my best to assist you and provide the best possible outcome to your issue.
I certainly understand your point and how difficult it has been for you. I’ll do my best to assist you and provide the best possible outcome to your issue.
If I were in your position, I would feel just as you do.
What’s happened to you is unacceptable and against Walmart policy.
It’s perfectly understandable that you’re very upset about what’s happened.
I'm sorry you've had such a bad experience. I'll do my best to turn things around.
I can completely understand. If that happened to me I’d be really upset too. I can imagine how frustrating that must be.
The same thing happened to me only recently, so I can see why you’re angry. It’s a terrible inconvenience. I'll do my best to turn things around.
I can completely understand. If that happened to me I’d be really upset too. I can imagine how frustrating that must be.”
The same thing happened to me only recently, so I can see why you’re angry. It’s a terrible inconvenience. I'll do my best to turn things around.

I have experienced a similar problem recently, so I understand what you are saying. Let me see what I can do to help you out

I would have been pretty upset in that situation, too. Now let's see what we can do to resolve the issue.

I assure you that your complaint will be handled in a strict and serious way. We take full
responsibility for the error and we guarantee that such incidents will not occur in the future.

EMPHATY
I always strive to create a positive customer experience.
I definitely will make sure that it gets resolved
I will be sure to pass on what you have told me
to our managerial team
I'm delighted to be here today and provide you all the
information needed and definitely assistance in this matter...
I'm delighted to be here today and I'll do my best to assist you with the request.

You are valuable to us and we are committed in providing the best service to you.
You are valuable to me and I am committed in providing the best service to you.
Your satisfaction is something that I take very seriously.

At Walmart, customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced. Let’s work together to turn things around.

I only hope I can regain your trust by ensuring that such carelessness will never occur again.
We believe acquiring this insight will allow us to learn and grow and prevent similar issues in the future.

Thank you for your understanding and, once again, I am sorry for my thoughtless behavior.

Thank you for staying online I really appreciate it!
I am still working on getting the answer to your question. Thank you for being so patient.
I am still working on getting the answer to your question. Thank you for being so patient.
I am sorry to keep you waiting. I have managed to reproduce the problem. Here’s what needs to be done to fix it.
I’m sorry for the delay on my part. I am checking up your account details. Please allow me another minute. I’ll be back with you right away
I am sorry to keep you waiting. I am checking up your order details. Please allow me another minute. I’ll be back with you right away
I am sorry to keep you waiting. I have managed to reproduce the problem. Here’s what needs to be done to fix it.
Allow me to pause for 2 minutes here while I research your situation

Would you mind waiting a moment while I access and review your account and
order information?

I’m deeply sorry about *Issue*. Let me speak with my supervisor to see how we ca correct this for you.

I am deeply sorry about *Issue*. Let me speak with my supervisor to see how we can correct this for you.
Rest assured that we are always working to improve our service and provide the best online shopping experience possible. We'll be working diligently to avoid this kind of
issue in the future.
Rest assured that our standard of services is much higher of than what we have displayed on this occasion. I only hope I can regain your trust by ensuring that such carelessness will never occur again.

I will be sure to pass on what you have told me to our managerial team
We deeply value your relationship with Walmart and are committed to providing you
with the highest level of service simply because our customers deserve the very
best.

We truly appreciate your business, and we're grateful for the trust you've placed in us
Thanks for giving us the opportunity to serve you. We greatly value your business.
Just want to let you know that I appreciate your referring to me.

I just wanted you to know that we truly enjoy working with you and feel honored to be your chosen Walmart.
Your business is much appreciated, and we will do our very best to continue to meet your highest expectations.
We appreciate your trust, and we’ll do our best to continue to give you the kind of service you deserve.
We value your trust in our company, and we will do our best to meet your service expectations
Thank you for taking the time to tell us why our service failed to meet your expectations. We value your business, and would like to address your concerns as quickly as possible.
Please know that I will personally be handling your case
It is my goal to restore your confidence in our company by solving this problem and preventing it from happening again.

I acknowledge this is not the resolution you wanted to hear, I always strive to create a positive customer experience by giving the best resolution. As much as I'd love to help,
it's out of my hands.
I don’t like to see our customers upset and inconvenienced. I always strive to create a positive customer experience.
I understand that I was unhelpful in solving your issue at all. Your satisfaction
is something that I take very seriously. Please accept my sincere apology for the difficulties we have caused you. I'd like to do something else for you but it's out of my hands.
I hope you can give us a new opportunity to serve you as you deserve….

Sounds good. Thank you so much for your understanding and patience regarding this matter. Rest assured I'll have everything taken care of for you

Thank you for your patience Joe. I apologize that we have failed to deliver you your order in good condition. Don't worry, we'll take full responsibility for this and coach our team to avoid this in the future. Would you consider me processing you a refund/replacement as a way of making it up for the trouble?





Greeting Phrases:
Hello, and thank you for using Walmart’s live chat service. Is there something in particular we can help you with?
Good Morning/Afternoon/Evening, and thank you for contacting our chat line. May I ask why you contacted our chat service today?
Hello, and thank you for using Walmart’s live chat service. Is there something in particular we can help you with?

Offering to provide solution:
May I suggest *solution* as an alternative?
To best meet your needs, I would recommend the following…
I feel that the best way to solve your issue would be * solution*
Suggesting Transfer:
I’m sorry for the confusion, but this department doesn’t have information on that topic. Would it be alright if I transferred you to the correct department?
I apologize for the miscommunication, but this department isn’t equipped to handle that kind of inquiry. Would it be alright if I transferred you to the correct department?
Based on the information you’ve provided, I believe * department name* will be able to best meet your needs. Is it okay with you if I transfer you to?
Unfortunately, I’m afraid I don’t have the ability to accommodate your request. However, *department name* specializes in this type of situation and would be happy to speak with you. Is it okay with you if I transfer you to * department name*?