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HOME DEPOT - Staff Training - Raj Wadhwani - Blog

HOME DEPOT - Staff Training

This morning I got an email from Home Depot advising me an on line order I made for pickup was cancelled - no reason given - and that if i had a question I need to call the store. I did just that. First person I got to answered the call (even though I selected the correct options on the IVR) "Deliveries" - i told him I wanted the order desk and heard "hang on" then the next person I heard (female) say "Ron?" I asked if this was the order desk and she said "yes" I explained i had ordered 2 more lights for my property to match the 2 i just purchased in store yesterday and she told me they had no more (well she said they could not find them in store even though the stock system advised me they have 5).

To cut a long story short, I asked for help and I was told the only person who can help me is the Dept Supervisor who is off today so I am stuck now. The female 'Dee' said she would get him to call me back if they find them. I asked if anyone can help and she said no. There were other parts of the call I wont go into, but my point is companies spend huge amounts training contact center staff but nothing on other touch points. Personally I hate calling the local Home Depot store because they are not professional and this affects my perception of the brand.

So message is train everyone or don't let them answer calls - all the good you do in your contact center is wasted if other staff are untrained or unhelpful!


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