Home Depot Call Encounters

Question 1

What should we do if CX requests an ac window unit installation?

Accepted Answer

Connect to prereferral

Answer

Make an HVAC lead

Answer

EPP connect

Answer

Connect to retail (customer care)

Question 2

CX placed an online order for a shed and wishes to cancel it.

Accepted Answer

Online dept

Answer

Local store

Answer

Retail (customer care)

Answer

Services (resolutions team)

Question 3

When a customer calls because he or she has not received his or her HD bill, we connect the customer to the?

Accepted Answer

Credit services

Answer

Online

Answer

Services (resolutions team)

Answer

Retail (customer care)

Question 4

The customer requires lawn mower repair service for the lawn mower he or she purchased from Home Depot. He/she mentioned purchasing an extended warranty; what is the next proving question?

Accepted Answer

Do you have your receipt with you?

Answer

Did you get it at Home Depot?

Answer

Do you have the phone number of the manufacturer?

Answer

What was the price?

Question 5

The customer wishes to learn more about stove delivery and installation. The appropriate department is?

Accepted Answer

Appliances (depot direct)

Answer

Pro Referral

Answer

Resolutions team (services)

Answer

ODM

Question 6

For window installation, the customer requires an in-home consultation. What should we do?

Accepted Answer

Make an appointment with CAC

Answer

Connect CX to prereferral

Answer

Make a lead in salesforce or Siebel.

Answer

Link CX to ODM

Question 7

Where do we connect the customer who wants to know about the warranty of a product purchased at Home Depot?

Accepted Answer

Retail (customer care)

Answer

Services (resolutions team)

Answer

EPP

Answer

Gen pact