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It is the responsibility of Services associates to know who our business partners are and how to best utilize them to resolve customer's issues. True or False?
True
___________ is the ability to look beyond your own point of view, so that you can consider how someone else may think or feel about something.
Perspective-taking (Empathy is also acceptable.)
Provide an example of an empathy statement.
Answers will vary. Awarding points for this question is up to instructor discretion. (Ex. - "I understand how frustrating this must be, Mr. Smith."
The pillars of The Home Depot Value Wheel are used to evaluate the quality of associates' calls. True or False?
False - The pillars of the Effortless Customer Flow is used to evaluate the quality of calls.
We take __________ of the situation by completing all the case information and exhausting all our resources before handing the problem off to a business partner or escalation team.
Ownership
Where can we search for articles of information that can help us determine the correct procedures and policies for a given situation?
Knowledge Base
We should save everyone time by just escalating a call if we have questions about a policy or procedure. True or False?
False - First, we need to exhaust all our resources before handing off a call. Most policy and procedure questions can be answered by using Knowledge Base.
Which system might we use to look up an order that was created in-store, rather than online?
ESVS
The Mvendor number found in HOME is accurate and can be used to attach to a case in Salesforce. True or False?
False - The Mvendor number in HOME is not accurate and must be pulled from elsewhere (i.e., Purged Order, Icon, ESVS).
Which system is used to create and manage a customer's installation case?
Salesforce
Cashstar is a Home Depot system that generates gift cards. True or False?
True
In which part of the call flow do we gather and verify the customer's information to attach to the case? (Hint: Think LEAF)
Examine
Provide an appropriate customer greeting as though you are answering a customer call.
Use instructor discretion. (Ex - "Thank you for calling The Home Depot. This is ____ and I am your Services specialist. How can I help you today?")
As we Finalize the call during the call flow, we must recap the call with the customer. True or False?
True
What does SLA stand for?
Service Level Agreement
According to our service level agreement with our business partners, how many hours do they have to reach out to the customer and the associate on the case?
24-48 hours
