Notes

GREETING AND ACKNOWLEDGE

Hello. I hope you're doing well today! It will be a pleasure to help you.

I’m sorry to read the issue you have with your order. I know it’s very important. Allow me to take a look at what I can do to help this situation. May I please have the order number?

I’m sorry to read that you did not receive your order. I know it’s very important. Allow me to take a look at what I can do to help this situation.

Can you please give me your order number?

I will appreciate your patience while I investigate this issue for you. Thank you.

I will pla

• I’m sorry you are having this problem. know it’s very important. Let’s see if there is anything we can do to help the situation.

• I know that this is not the kind of service you expect from us and I completely understand your frustration, that’s why I’m going to assist you immediately about this matter

QUESTIONS
• Just so I can clarify and help you, the problem is

• So, what I understand so far is. It would be great if you could tell me a bit more about your order.


• Would you be happy for me to put you on hold for a minute or two, while I quickly check the order?

Apologize

• Again, we highly appreciate your opinion as it will help us in becoming better at what we do. As with any business like ours, the greatest advertising we can have is word of mouth from a satisfied customer.

• Once again, Please be assured that we’ll always working to improve, and we’ll work to avoid this kind of situations for future orders.

• I will document it, rest assured we are working to improve our service and offer you a better online shopping experience and to avoid from this happening again.

•I really understand you, I know what it feels like. It's annoying when you need something and it's not ready on the date the delivery was estimated. to avoid this situation happens again.

• I am sorry for the inconvenience this situation might have caused you. I understand how important is this for you and to rectify this matter, please be assured that we are going to work hard to prevent this issue in the future.


• I can see why you feel like that. Something similar has happened to me before and I felt the same way. What I found useful, and I hope this will be the same for you, is to

CCHECK
I am afraid of the automatic disconnection, and I want to be sure you received my information. Are you still there?

I am afraid of the automatic disconnection, I've not heard from you in a few minutes, Are you still in the chat?

CCLOSE
I did not receive another response from you. Therefore, due to inactivity the system is going to close the chat, but if you still need further assistance, please do not hesitate to contact us back and we will be more than glad to assist you. Thank you for contacting Walmart.com. Have a great day!

CHELP

Thanks for understanding this situation, I really appreciate your patience, and again I am sorry for this inconvenience.

There is no need to thank me, I am more than happy to help you.

I want to make sure you received all the necessary information from me today. Is there anything else I can assist you with today?

If there is anything I can do to improve this situation, please just let me know. do not hesitate to tell me.

CTY
There is no need to thank me, I am more than happy to help you. Please remember that you are always welcome to chat us back if you need further assistance. It's been a pleasure assisting you. I am going to disconnect now. Thank you for contacting Walmart.com and have a great day!

It's been a pleasure assisting you today. I’ll be ending this chat now. Please remember that you are always welcome to chat us back if you need further assistance. Thank you for contacting Walmart.com and have a great day!

TRANSFERED CHATIt's been a pleasure assisting back if you need further assistance. Thank you for contacting Walmart.com and have a great day!
• To guarantee you get the best possible help, I will transfer this chat to our higher team.
• Hello. I don’t want you to have to repeat yourself so I would like to take a moment to read the conversation you had with the previous agent. It should only take a moment or two.