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
What does SLA stand for?
Service Level Agreement
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.
How must we categorize a customer's case to activate the SLA process?
As a Home Services case.
Under the Install Only (I) program, The Home Depot doesn’t have the specific materials that the customer is seeking and must use an outside vendor to furnish the products for install. True or False?
True
What does SF&I stand for?
Sell, Furnish, and Install
Doing the Right Thing, Excellent Customer Service, and Building Strong Relationships are all examples of what?
These are examples of Home Depot values that can be found on the Value Wheel.
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?")
___________ 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.)
The store number is an example of an SLA element that is required to properly activate the SLA process. True or False?
True
Which system is used to create and manage a customer's installation case?
Salesforce
Where can we search for articles of information that can help us determine the correct procedures and policies for a given situation?
Knowledge Base
A Store Manager (SM) is an example of a type of business partner. True or False?
True
The customer's email is an example of an SLA element that is required to properly activate the SLA process. True or False?
False - The customer's email is not required.
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
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
Which value on The Value Wheel requires us to speak to others the way we wish to be spoken to and asks us to always act with integrity?
Respect for All People
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.
Cashstar is a Home Depot system that generates gift cards. True or False?
True
The CEO is the most important person on The Home Depot inverted pyramid, demonstrating that the CEO is the most important to our company. True or False?
False - Customers are the most important to The Home Depot.
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
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).
As we Finalize the call during the call flow, we must recap the call with the customer. True or False?
True
The SLA process will activate if there are no notes attached to the case. True or False?
False - The SLA process will NOT activate unless there are notes attached to the case.
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."
Under which installation program do we install carpet? (Hint: Think SF&I, F&I, or I)
Carpet is part of the Furnish and Install (F&I) program.
Which type of business partner is responsible for the installation of the merchandise for the customer?
The service provider
Which system might we use to look up an order that was created in-store, rather than online?
ESVS