Advocate 101 - Introduction to Enhanced Customer Service
What are the 4 Key Commitments in ECS?
Speed
Authority
Ownership
Recovery
When creating Notes in CCA what information should we put in?
Why the customer call and what was did to resolve the customer issue.
Under what circumstances we issue a promocode. Mention at least 4 reasons.
Late Orders / Where Is My Order (WISMO)
Damaged or Expired Items
Walmart Canceled Orders or other site or app related issue.
Missing Items from pickup, delivery or shipped order.
Long wait times of 1 hour or more after timeslot ended for a pickup or delivery order.
Store Rescheduled – Amend Timeslot for pickup or delivery order.
Store Calls to request code to compensate for customer. Store incurs the cost.
Wrong item Incorrect Item/Order Received from pickup, delivery, or shipped order.
Existing promo code used on a canceled or returned order.
Before we even get to the issue, what do you think customers usually notice first? Mention at least 3 Options.
They notice your tone of voice, pace, confidence, friendliness, and professionalism.
As an ECS agent are you able to start a return for a return without contacting the seller?
Yes.
What is Enhanced Customer Service?
An elite, concierge-style support model that provides priority access and a single point of ownership for the high-value customer's journey.
Mention a few things will we find in the payment tab?
Money Back tab
Transaction History
Manual Settlement
Payment Summary
Customer Card information (credit card icon)
Provide the step by step guide on how to contact a seller in CCA, mention every step.
Order details page
Select the item
Click on ‘’ more options’’
Select ‘’ seller contact’’
Select the reason Type for the contact
Click on contact seller
Type in your message
And click on ‘’ send email’’
What SMILE stands for?
Start Strong
Mindful Listening
Integrate Empathy
Lead the Fix
Educate
Secure the Outcome
If we are unable to pull up a customer account with the regular information in CCA, what other option is there for us to look for the customer?
Advanced Search
What are the Four Hospitality Principles?
Listen with Care
Be Present, Not Mechanical
Be solutions oriented
Own the Experience
In CCA we have different colors for the banners from different order types, Mention at least 3 of the colors?
Dark blue banner, Bright blue banner, Red banner, and Teal banner.
What is a promocode?
We use promo codes as a form of compensation customers can use on a future order.
When handling ECS contacts what model should we follow?
SMILES
Describe the Key Commitment of Speed
As an enhanced customer service advocate, you deliver fast access and streamlined solutions — resolving issues quickly and efficiently so our high-value customers can get back to what truly matters most: their family, their priorities, and their life.
What is the difference between Standard Service and Enhance Customer Service, mention 2 differences from each one.
Standard Service
Following the script
Fixing the problem
Waiting to be asked
Finishing the task
Enhance Customer Service
Conversing naturally
Caring to the experience
Owning the need
Building connection
What CCA stands for?
Customer Care Application.
Under what circumstances we don’t issue a promocode. Mention at least 4 reasons.
Refund/Promo Abuse.
Existing Complaints or Claims Escalations.
Accounts that don't have any active or previous orders.
Error message when the customer applies a promo code.
Expired code.
Wrong code.
Excluded item(s).
Expired Promo Code.
Promo codes expire after 90 days.
Forgot to Apply Promo Code During Checkout.
What do we show in the ‘’ Show you’re present’’ signal?
Be prepared and open the call within 3 seconds. Show you have time to listen. Don't rush to account details.
Explained what is an ESC agent role?
ECS (Enhanced Customer Service) focuses on improving the overall customer experience, the agent's role goes beyond simply resolving the issue. The agent is responsible for creating a positive, efficient, and customer-focused interaction.
Describe the Key Commitment of Ownership
From the first contact to final resolution, you own the issue end-to-end — no repeated stories, no hand-offs without accountability.
And if a transfer is truly needed, you ensure a warm, seamless ownership transfer so the customer never feels passed around.
What information do you need to pull up a customer account in CCA?
Customer Phone number, customer name, email or Order number.
As an ECS agent can we schedule a pickup for a customer without spoofing the customer’s account? If your answer is yes where do we go? If your answer is no, explained why?
Yes, you will click on More Option and then on medium parcel call tag scheduling.
What are the 3 Confidence Signal?
• Tone (Match and Lift)
• Declarative Language
• Show You're Present
What will a customer be expecting when speaking with an ECS agent?
• A quick resolution to their issue without having to contact multiple departments.
• Empathy and understanding, especially when they are frustrated or have experienced an inconvenience.
• Ownership of the issue, with the agent taking responsibility for helping rather than passing the customer around.
• Clear communication and expectations, so they know what will happen next and when.
• Knowledge and confidence, demonstrating expertise in the products, services, policies, and procedures.
• Active listening, ensuring the agent fully understands their concern before offering a solution.
• Personalized service, making them feel valued rather than treated like just another case number.
• Proactive assistance, including offering additional information, alternatives, or solutions they may not have considered.
• Professionalism and courtesy throughout the interaction.
• Minimal effort on their part, meaning the agent makes the process as easy and seamless as possible.