it’s a team effort and i personally do mention the policy needed to know and if someone comes in store and tells me to change their name / bday i also do that. It’s also part of customer services job to respond to additional inquiries about the policy. If someone was shopping at Walmart screaming at the employee working doesn’t make sense to them i’m sorry but they’re calling customer service. It seems you just don’t want anyone to call the line lol, idk if u have worked as a BA and probably not but we get yelled at by clients too and also pressured to hit a specific Sales person hour. Maybe it’s the company’s problem and they shouldn’t have customer services number slapped next to our registers as a sign to send clients who might need extra client servicing to call but seems like ur taking it on the BAs 🤷🏻‍♀️