Hubspace
Where can you locate the QR Code for ceiling fan if missing from the box?
Inside remote battery compartment and on the receiver.
What is the First and last name of our current CEO?
What is Edward Decker?
What 4 w's should be included in your Case Notes? and give example.
Who (Customer, Store, vendor), What (Product), When (date of purchase), Where (Store, online, 3rd Party)
What Does ECF stand for?
Effortless Customer Flow
Name 2 ways to identify Home Depot Hubspace Products?
1. Look up Product on homedepot.com
2. All Hubspace products have orange banner on top of page, "powered by Hubspace."
3. The product itself will have a QR Code
What year did Home Depot open its first store? and Where?
1979, in Atlanta, Georgia.
What should be attached to your case and sent to vendor for replacement parts?
Receipt, Photos of Damage part, Videos
What are the 4 Pillars of ECF?
Engage, Get to Root Cause, Gain Commitment, Problem Solve
What type of Android phones have a known issue/bug and will not work with Hubspace?
Samsung and Pixel
How many Core values Home Depot have?
What fields you can leave blank in your case?
None. Exception to the rule: Only If there is no information available (i.e. discontinued items)
Name 4 ways to Build Rapport?
Connect with customer name, having purposeful small talk, listening and showing empathy
What is a work around solution to sign into Hubspace if you have Android phone other than Samsung or Google Pixel?
The solution is to simply have the customer log into Hubspace on another device, using the same account credentials, such as an iPhone, iPad, or even another older Android phone.
What is the primary tool PB use to search How To answers or vendor information?
What is knowledge?
How long can you have a customer on Hold Time? and Aux 0 to finish your case?
3-5 mins and 3 mins
Adjust your words and tone to each customer, and avoid what 2 things?
Unnecessary hold and dead-air.
When to create an Afero Ticket?
The issue is software based and not related to physical installation, power, or any other hardware-based issue.
Software based issues include app functionality, QR code scanning and product setup in the app, and connectivity (WIFI) issues*
Name Home Depot 8 Core values?
Excellent Customer Service, Creating Shareholder values, Entrepreneurial Spirit, Taking Care of our people, Doing the Right Thing, Building Strong relationships, and Giving Back.
Follow-ups should be scheduled how many days out?
2-3 business days, unless there is a special circumstance.
What are 4 ECF Behaviors?
Build Rapport, Think Critically, Position Effectively, and Take Ownership