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WorksheetsKB Josue Team
Total questions: 10
Worksheet time: 5mins
If you received a call and no one is on the line or you are having system issues or the call can be disconnected , distortions can make imposible to understand the call. Which KB Would you use to finish that interaction
Difficult caller
Connection problem
Caller hang up or no caller on the line
No one on line steps
If someone call you to report that they had a double charge for an entire purchase. Which kB would you use?
Check out issues
Electronic Payment
Check out payment issues
If someone is calling you to report that He was charged for an item that he did not purchase
which kb would you use?
Check out issues
Electronic payment
Check out payment issues
Fraud issues
Contacts from the public about a recent, widely known issue or incident,
including public announcements and controversial/objectionable merchandise.
which Kb would you use?
.com
Walmart communication
announcements issues
Media issues
If customer
is calling to complain about associates at
store not helping him/her or didn't like the
resolution he/she received
Associate was
Unhelpful
Unknowledgeable
Lack of
Assistance
Assistance issues
If customer
is calling to complain about not finding
associates at certain area at store
Associate unhelpful
Lack of assistance
Unknowledgeable
Associate issues
If a customer asks where you are located and Cx is Pushing to get that information many times
what would you do?
Let them know you are in Arkansas
Provide your real location
Escalate to your supervisor
Let them now you are currently
at the Walmart Corporate Office, 702 S.W. 8th Street Bentonville,
Replacement parts are available for all PB Electronics
Brands
True
False
For interaction related from Small appliance / If the customer does not have
their receipt
What steps you have to follow?
Look on ACC the last time he bought at walmart
ask them for a
model number and search for it
on Walmart.com.
verify all the information of the item
Ask them to return the unit to a local Walmart
When customers contact us about electric or
manual wheelchairs in the stores
what kb would you use?
Repair electric carts
Wheelchair, Issues
Electric cart issues
