Surprise
What will a customer be expecting when speaking with an ECS agent? Mention at least 4 things.
• 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.
What are the three situations to know when we are seeing recharges cases?
Customer Received Refund + Delayed Order — Wants to Keep Item
Customer Was Recharged But Says They Returned the Item
Return Center (RC) Received Item But Left No Notes
What is a return abuser?
Returns Abuse (RA) refers to someone who abuses any of the Walmart.com (opens in a new tab) policies or terms and conditions.
When a customer called in for a refund what status you should look for?
Return created or a return-initiated status
As an ECS agent are you able to start a return for a return without contacting the seller?
Yes.
What does MRT stand for?
Manual Refund Team
What does ARCA stand for?
A – acknowledge
R – resolution
C – confirmation
A – add value
When does a recharge occur?
A recharge occurs when a customer who received a refund is later charged back because the item or return was not processed correctly.
When handling ECS contacts what model should we follow?
SMILES
What are the steps for the resolution ladder. Mention at least 2
Step 1: Fix Exactly What They Asked
Step 2: Closest Equivalent
Step 3: Creative Workaround
Step 4: Overcompensate — Rebuild Trust
What does RMA stand for?
Returns Merchandise Agreement
What is mindful listening?
Mindful listening is the practice of giving your full attention to the speaker, being present in the conversation, and listening without interrupting or judging.
What are the steps of Post-Delivery Resolution Ladder. Mention at least 3
Step 1: Fix Exactly What They Asked
Step 2: Closest Equivalent
Step 3: Creative Workaround
Step 4: Rebuild Trust
Where do we escalate return abusers?
Account Review Teams
What AER stand for?
Acknowledgement, empathy and reassurance
Mention at least 3 Resolution Discipline patterns.
Focuses on what Can Be Done
Uses tools as an extension to assist
Ensures customer's true concern is fixed
Provides an immediate fix and long-term fix
Ensures all steps are clear throughout the interaction
Follows proper hold procedure and clear follow-ups
Under what situations we can cancel an RMA? MENTION 2
They changed their mind and wants to keep the item(s).
They decided they would prefer to return the item(s) to the store.
Item(s) incorrectly refunded as Yes Expected Back when it was to be No Expected Back.
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.
Mention at least 3 Failure Patterns from Resolution Discipline — The Sequence.
Focuses on Can't Do
Too reliant on tool
Makes up resolution to get customer off the phone
Provides the wrong resolution
Next steps are unclear
Long and multiple holds
What SMILES stands for?
Start Strong
Mindful Listening
Integrate Empathy
Lead the Fix
Educate
Secure the Outcome
When creating Notes in CCA what information should we put in?
Why the customer call and what was did to resolve the customer issue.
If the Refund button on CCA is greyed out, where do we escalate?
Manual Refund Team (MRT)
What tool do we use to escalate emails to account review team? And where do you click after finding where to go?
We use VCC-45 and we click on the option that says ‘’ NEW’’
What CCA stands for?
Customer Care Application.
What is a Returns Merchandise Agreement?
is the agreement to return an item for a refund.