| Cards | Oracle | Call Flow | MISC. | Walmart |
|---|---|---|---|---|
|
What is STEAM customer service #?
800-257-7220
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What is TO used for?
To create training opportunity for fellow agent.
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What is customer care main goal?
Help the customer.
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What is status "Shipped And Invoiced/PO on the Way"
Order shipped.
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What is the founder of our company's name?
Sam Walton
|
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What is 1 common cause of a locked card?
Inserting card incorrectly.
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What is the "status" we use in this queue?
Gift Card
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What is the hold procedure?
Ask permission to place caller on hold.
Provide caller with expected time to resume call. Check back with caller after 2 min of hold time. Thank caller for holding. |
What is the process for benefits cards?
Customer must speak to provider of benefits card.
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What is the best way to send mail to home office?
Walmart Stores, Inc.
Attn: Customer Relations 702 SW 8th St. Bentonville, AR 72716 |
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What is it ok to merge card funds for customer?
Transferring a Savings Catcher eGift Card’s balance to a new card.
They can no longer access (thrown away, etc.) a Walmart.com order refund issued to a Walmart Gift Card. Store won't accept their eGift Card. Physical Gift Card doesn't work in store or the store cannot merge it: Bad Magnetic Strip Pallet cards not working For other reasons the store cannot get the card to work (damaged, etc.) |
What is the tab in oracle used to find contact info?
Contact
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What is to be included in opening of your call?
Thank you for calling [LOB] where we’re always happy to help! My name is [YOUR NAME]. May I have your first name please?”
-Name -Happy to help -LOB |
What is the procedure for customers who may need language assistance?
Interpreter line
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What is Walmarts contact #?
1-800-Walmart (1-800-925-6278)
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What is the timeframe we can assist with compromised cards?
7 days. Compromise must have occurred within 7 days of purchase, otherwise we cannot affect change.
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What is the program in oracle used to search customer phone #?
Quick Search
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What is the 4 steps of ending a call?
Thank caller for calling.
State “Happy to Help”. Offer final assistance and invite caller to call back with any issues in the future. Give survey statement. |
What is the procedure for cards that are not US?
Contact GC of area located. EX: Canada, Europe.
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What is the KB used for MAX?
Max Phone system
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When is it ok to ensure a full refund.
Never. We do not guarantee results.
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What is the private note section used for?
Private notes that are not available for the customer.
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What is the verbiage for outbound calls?
"This is
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What is the correct AUX for litmos/ LL training?
Training
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What is the KB used when customer threatens contact of media?
Media Issues
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