Documents
Why would you access the Document Viewer? The Contract Viewer?
Document Viewer- Change order requests, permits, Photos, measure documents
Contract Viewer - customer receipt, Home improvement agreement, Notice of cancellation
D23/59 (Flooring & Decor) D29 (Kitchen), D30 (Millwork)
What bins can be found in Order Management in My View?
Priority, Installer to Call, Vendor to Call, Balance Dues
What is Service Connect?
Service Connect is a system that helps you connect customers with service providers that The Home Depot partners with. Over 30 Home Services programs in one place. Search function makes finding programs fast and easy. Accessed via MyView
Importance of Email Etiquette
Lasting Impression, Professionalism, Efficiency, Protection from Liability
Customer Installation Approval / Lien Waiver
This document is signed by the customer when the work has been successfully completed and they are satisfied with the job. Typically, the installer provides this document and then sends it to the CPC team through a document viewer.
How many days after placing an order can the customer request to cancel?
3 Days
What system would a CPC use to take action on an order?
Order Up
What is the difference between Home Services and Service Connect?
Home Services is customer-facing on homedepot.com. Service Connect is an internal system where we can enter in a lead using our associate ID.
MS Teams Expectations
Be available, respond promptly, avoid negative conversations, and know your audience.
Change Order
This document can be sent through a document viewer, emailed to the CPC agent, or called in directly to the CPC depending on the urgency. The CPC will then be required to make the necessary changes and bill the customer.
How do measures support your role?
This is a reference point for the installer and the CPC. This document assists in how much product to order, the work that needs to be done and the scope of the project.
What are the four types of Rework PO's?
Type 1 Defective Merchandise / Supplier Error
Type 2 Store Error
Type 3 Installer Workmanship Error
Type 4 Measure Error
What resources can be found on MyApron?
Workday, Dimensions, Original COS Page, Order Up Resources, Department Pages
Customer Contact Points
Introduction
Pre-Installation
Post-Installation
Installation Punch List
Includes the work that the installer will and will not perform at the customers' location.
Why would a customer request a Change Order?
Change in Merchandise or Labor, Unforeseen Circumstances, Change in Labor Scope, Customer Accommodation
How would a CPC use Ariba?
Why would a CPC use the Finance Contact Center?
To locate a receipt older than 2 years for warranty service. They cannot find cash receipts.
What are the four pillars of ECF?
Engage, Get to the Root Cause, Problem Solve, Gain Commitment
Measure Forms & Packets
What actions can a CPC take to resolve customer concerns?
Assist with - Damaged/Defective Products, Updating Labor, Providing Compensation, Provide Receipts/Warranty Info, Add/Cancel Measures
What are the five types of chargebacks?
Delivery, Labor Only, Merchandise & Labor, Merchandise Only, Reversal
Why would a chargeback be necessary? Which group will approve or deny a chargeback request?
Product Cost w/Type 3 reworks, Service Provider Change, Overpayment to Service Provider. The team at the SSC.
List all the stakeholders that you will work with in your role.
SASM, DSM, Store Manager, Specialty Supervisor, Designers, Virtual Apron, Pro Desk, Service Providers, Vendors, Carriers, S/O Supervisor, Customer