Notes

Hi team, please feel free to use these suggested verbiage for your chats so we can decrease our AHT.

OPENING STATEMENT 1(If customer doesn't provide the issue in the subject you can ask how can we help them)
*Hi, $contacts.name.first! How can I help you today?

OPENING STATEMENT 2 (If customer included the issue in the subject of the chat) ISSUES ONLY
*Hi, there! I hope you are having a great day, I am sorry to know that INSERTISSUE, I understand how important is this for you, and I will do my best to help you out.

EMPATHY STATEMENT
First of all, I'd like to apologize for this bad experience with your order. I know this is not the service you deserve.

COMMON ISSUES DUE BLACK FRIDAY DEALS

ROLLBACK STATEMENT
I want to apologize for the inconveniences this situation is causing you. As of September 2019, we are unable to offer price reduction. The reason why is because our business model is focused on offering everyday low prices, and we continue to invest in keeping prices low on the front end. You can also check our Price Reduction policy at the following link: https://help.walmart.com/app/answers/detail/a_id/31/kw/price%20matching

PRICE MATCH STATEMENT
*We really want to thank you for bringing this up to our attention. In this situation, due to the holiday season, we are unable to issue a price match. The reason if because prices may reduce due to Black Friday and Cyber week. Therefore, we are trying to offer the best prices we can. If order has not being placed use this suggested verbiage: What I can offer is searching for a similar item at a better price. Would you like that?

*If customer pushes back: I definitely understand where you are coming from. According to our policies, we are unable to Price Match at this moment. You can also check our Price Match policy at the following link: https://help.walmart.com/app/answers/detail/a_id/31/kw/price%20matching

MARKETPLACE ESCALATION
Send this first
* I see the item you purchased is sold and shipped by INSERTMARKETPLACENAME and in this case let me inform you that all refunds, replacements, cancellations and customer service are handle by them, but please don't worry I got your back.

After you informed customer the item is MP you need to send the statement below
*Please note that we stand behind every product sold on Walmart.com. For that reason and in order to be as much as helpful as I can, I will escalate this to our marketplace team, and our specialist will contact the seller to work with them in your case, to resolve this as fast as we can. Our team will contact you in 24 hours with the resolution. Would that be okay for you?

After you escalated the issue you need to send this one
*You're welcome. Let me tell you, this case has been successfully escalated. You can expect to receive an email from the seller within 24 hours.

ASK FURTHER ASSISTANCE STATEMENT
Before you go, I just want to make sure we covered everything you needed. Is there anything else I can help you with today?

CLOSING STATEMENT
You're more than welcome! It was truly my pleasure assisting you today. Thank you for contacting Walmart.com; I am going to close this chat for now. If you need any help in the future, please, do not hesitate to contact us again. Have a great rest of your day.