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Cards Oracle Call Flow MISC. Walmart
100
What is STEAM customer service #?
800-257-7220
100
What is TO used for?
To create training opportunity for fellow agent.
100
What is customer care main goal?
Help the customer.
100
What is status "Shipped And Invoiced/PO on the Way"
Order shipped.
100
What is the founder of our company's name?
Sam Walton
200
What is 1 common cause of a locked card?
Inserting card incorrectly.
200
What is the "status" we use in this queue?
Gift Card
200
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.
200
What is the process for benefits cards?
Customer must speak to provider of benefits card.
200
What is the best way to send mail to home office?
Walmart Stores, Inc.
Attn: Customer Relations
702 SW 8th St.
Bentonville, AR 72716
300
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.)
300
What is the tab in oracle used to find contact info?
Contact
300
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
300
What is the procedure for customers who may need language assistance?
Interpreter line
300
What is Walmarts contact #?
1-800-Walmart (1-800-925-6278)
400
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.
400
What is the program in oracle used to search customer phone #?
Quick Search
400
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.
400
What is the procedure for cards that are not US?
Contact GC of area located. EX: Canada, Europe.
400
What is the KB used for MAX?
Max Phone system
500
When is it ok to ensure a full refund.
Never. We do not guarantee results.
500
What is the private note section used for?
Private notes that are not available for the customer.
500
What is the verbiage for outbound calls?
"This is calling from the Walmart Customer Care, where we are always happy to help. I need to let you know I am calling on a recorded line so this call may be monitored for training, quality assurance, or other business needs."
500
What is the correct AUX for litmos/ LL training?
Training
500
What is the KB used when customer threatens contact of media?
Media Issues




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