CHAT ETIQUETTE
This refers to using positive wording, adding empathy when needed, and mirroring the customer’s language in a professional way.
What are soft skills?
When working an offline ticket, an incident should normally auto-populate in CCA with specific customer details. If this doesn’t happen, what is the manual process you must follow to locate the ticket?
What is manually entering the incident number in Incident Manager?
A customer repeatedly adds low-cost items to their orders to reach the free shipping threshold, then cancels those items after the order is placed. According to the KB, what is this behavior called, and why is it considered problematic?
What is Free Shipping Abuse (FSA), and it’s problematic because it manipulates the system to get free shipping without paying the intended order total?
Order is late.
Outrageous claims (I.e., My grocery order smells like cigarettes.)
Multiple claims of items spilling/opening inside bags
Multiple claims of missing, damaged, expired items
What are Reasons Not to issue Promo Codes?
(KB:Promotion Abuse)
To keep chats professional, associates must avoid texting slang such as "omg," "ty," and "lol."
What is slang you should not use in customer chats?
There are four different scenarios where you must notify the customer by email instead of CCA. Name two of them.
what is refund/replacement denied but account not closed for RA, need more details to resolve, “Why Cancel” from genuine customer, or “Why Cancel Resolved” quick reply situations
When evaluating a customer account with little to no order history, what fraud trends should you check according to the KB before concluding whether Free Shipping Abuse is occurring?
What is gaps between account creation and first order, multiple names on the account, resetting passwords before orders, or using new payment methods with new names?
When did this customers membership start :200013402076993?
What is 07/01/2024?
If you need additional time to research, you must refresh the customer within this timeframe.
What is two minutes?
When resolving an offline ticket, what three actions must you complete in the Incident Manager before ending the contact?
What is selecting the reason code, entering detailed incident notes, and resolving the incident?
What type of email is usually used on the account when detecting FSA
What is a gibberish email?
When is Sam Waltons birthday and birth place?
What is March 29, 1918, Kingfisher, OK?
When a customer asks for a supervisor in chat, associates must first attempt this technique before advising them to call.
What is de-escalation?
A customer calls to ask why they haven’t received a replacement item yet. Before responding, what should you review to ensure you provide the correct resolution, and why is this step necessary?
What is review the chat history and the customer’s account in CCA/Accertify to verify order and replacement details?
Something that is on majority of FSA accounts to determine the trend.
What is address manipulation
Meaning of OFP/OMP
What is Official Form/Method of Payment?
Before ending a chat, associates must not only thank the customer for shopping at Walmart.com but also do this to ensure the customer feels supported.
What is offering additional help?
While handling an offline ticket, you realize the issue needs to be addressed by another team. According to the KB, what resource should you consult to determine the proper escalation steps?
What is the “Escalating Further Actions in CCA” KB?
Something on a FSA account that almost never matches
What is billing name?
ART has been around since...?
August 2021