Notes

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 to follow your case. Do you feel fine with this or may I help you with something else?

Good Afternoon! How can I help you today?

Good Afternoon! Thank you for bringing this matter to my attention. Let me check in our system to provide you the accurate information.

I understand, and for you to not be inconvenient, you may keep or throw away ….

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*?
Hold time:
It may take us a moment to review that information. May I put you on hold?
If you’re comfortable holding for just a moment, we’ll review your information and have an answer for you very shortly.

Inactive time:
It appears that you’ve been inactive for a few minutes now. Please feel free to use our live chat service if you have any questions.
Thanking Customers:
Thank you for using our live chat service. I am now closing this chat. If you have any more issues, please don’t hesitate to let us know. Have a great day!
Request more information:
“So, what I understand so far is… it would be great if you could tell me a bit more about…”
I realise that this situation is difficult, but let’s try and find a solution
I would feel the same in your situation, but we will sort this out…”
I’m sorry you are having this problem. Let’s see if there is anything we can do to help the situation.
As soon as you receive…
All you need to do is to just…
What I’m doing for you now is…”

We always value customers who are keen to give us their feedback. I will be sure to pass on what you have told me to our managerial team




Here are a few suggested words to pull in when you need to inspire confidence:
• Definitely
• Surely
• Absolutely
• Gladly
• Certainly
• Fantastic
• Great
• Good
• Terrific
• Will
• Understand
• Assure





I’m happy to help you, and will take care of this for you. After we are finished, you will get an email with a prepaid return shipping label to a designated return center. Please do not take your return to a store. It must go to the address specified on the label in order to avoid recharge.
Do you agree?
Great! I’ve issued a refund of $106.36 for your item. The refund will po