Inbound/Outbound Script

Walmart Customer Tech Support Team (8/20/2020)

Inbound with issue resolution

Agent: Thank you for calling Zebra Technologies, my name is <Associate first name> can I get your userid
and site number please?

Customer Response:

Agent: Is this <customer name> calling from store/club/DC <number>?

Customer Response:

Agent: How may I help you today?

Customer Response:

Agent: Can I please have the model, Serial number and IP Address (if applicable) of the device(s) you are
having trouble with?

Customer response:

Agent: Is there a certain application you are using or having trouble with?

Customer response:

Agent: Thank you and here is your ServiceNow incident number. Please hold on while I look into your
issue.

Customer response:

Agent: Thank you for waiting, can you please try it now?

Alternate Agent response: I have resent the product to your affected devices, please leave the device
powered on for 24 to 48 hours. If the application does not appear, please call back or reopen the
incident.

Customer Response:

Agent: Are there any other Zebra equipment related issues I can help you with?

Customer response:

Agent: Thank you for calling

Inbound without issue resolution

Agent: Thank you for calling Zebra Technologies, my name is <Associate first name> can I get your userid
and site number please?

Customer Response:
Inbound/Outbound Script
Walmart Customer Tech Support Team (8/20/2020)

Agent: Is this <customer name> calling from store/club/DC <number>?

Customer Response:

Agent: How may I help you today?

Customer Response:

Agent: Can I please have the model, Serial number and IP Address (if applicable) of the device you are
having trouble with?

Customer response:

Agent: Is there a certain application you are using or having trouble with?

Customer response:

Agent: Thank you and here is your ServiceNow incident number. Can I please place you on a brief hold
while I look into your issue?

Customer response:

Agent: Thank you for waiting, I am assigning your incident to <Team name>. They will be contacting you
soon to assist

Customer response:

Agent: Are there any other Zebra equipment related issues I can help you with?

Customer response:

Agent: Thank you for calling

Inbound/Outbound Script
Walmart Customer Tech Support Team (8/20/2020)

Outbound call for Issue resolution

Agent: Good Morning/ good afternoon/ good evening. This is <Associate first name> with Zebra
Technologies calling on behalf of the Walmart Home office. Can I please speak with <contact name>?

Customer Response

Agent: Hi my name is <associates name> I am calling regarding incident number xxxx. Your issue should
be resolved, can you please try it again?

Customer Response:

Agent: Thank you, please let us know if you have any more issues.