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 are three things you must do before sending an Afero Ticket?
(1) Review the Refresher Training PPT Deck (can be found in KB # 16963). (2) If you need help, reach out to the 2nd Level HEAT POC before you open a ticket with Afero (3rd Level Software Support). (3) ▪REMEMBER!!!Be prepared to provide:▪Product ID, ▪Case Number, ▪Answers to the probing questions from the Refresher Training PPT Deck, Slide # 6.
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. Customer need to id product SKU/Model or Look up Product on homedepot.com or .ca
2. All Hubspace products have orange banner on top of page, "powered by Hubspace."
3. The product itself will have a QR Code
1. Who is Michael A. Jones?
2. Who is Vincent Smith?
1. Sr. Director Operations
2. Contact Center Director.
*(Carlitonia Boykin and Scott Reszka reports to Vincent)
Where can we find the New eGifter System? Provide Steps
Within HOME - Application Tab then select Create Appeasement - Sign in to create order
What 2 things should be attached to your case and sent to vendor for warranty replacement parts?
Receipt, and Photos of Damage part
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 requires a workaround during onboarding?
Samsung and Pixel
How many Core values Home Depot have?
When submitting a ticket for SVI damaged products, please include?
The part description and part letter or number along with photos or short video. (Ex: customer needs a replacement “Right Arm” (Part P).
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 onboard Hubspace products if you have 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, other than a Samsung or Google Pixel and tablets other than Microsoft Pixel.
What is the primary tool PB uses to search How To Answers, Information and Scenarios)?
What is knowledge Base?
What to do for SVI customers when purchases made outside of THD or outside of 90 days, where can customer purchase parts?
How long can you keep a customer on hold?
3-5 mins
What does LTSA stand for? and What two Pillars success are measured?
Likely to shop again. Success are measured under the Problem Solve and Gain Commitment Pillars.
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 4 of the 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.
1. What to do if customer do not have an email address?
2. The Store# is required. What to do for Store# if customer receipt or order#
3. What should be included on Subject line?
1. Leave Blank- Do not use genetic email addresses (i.e noemail@gmail.com) and Remove it if you see one.
2. Put the closest store, using the customer's zip code.
3. Should match product or resolution: (i.e Altura Ceiling Fan - Defective Receiver).
Follow-ups should be scheduled how many days out?
no more than 2-3 Business Days out unless there is a special circumstance.
What are 2 of the 4 ECF Behaviors?
Build Rapport (Actively Listening, purposeful small talk..), Think Critically (Ask Discovery questions SKU, Model...), Position Effectively (Provide Best solution. Promote the value), and Take Ownership (Share info., Recap, confirm, appreciate)