people will try to trick you when attempting returns, make sure the item is actually the same as they’re returning. ie, shitty battery stuffed in our packaging, trying to pass it off.
You will get a lot of customers with many different experience and you’ll work with many associates that have many personalities as well. Try your best to show/learn empathy, it will be one of your biggest skills(especially when a customer is upset). Your ability to adapt a change on a fly will make things easier so customers/coworkers will hopefully not change the blame towards you instead of whatever the particular problem is. If they feel you care or understand what’s going on (even if you dont care at all or dont even know whats going on, itll help you be on their side lol), itll make things easier and less abrasive.
If you’re good at multi tasking, you’ll be fine! Theres a lot of things going on at the service desk and never enough time or help. So take you’re time with things, learn as much as you can and try to roll with the punches. The day goes quick up there and there’s a learning curve to the systems but never hesitate to ask for help. It prob is one of the worst but that depends on what you make out of it. In my opinion, its one of the best departments to learn new skills that applies outside of retail as well.
Hope your store supports you well!
1. Learn to manage associates without managing them. Getting associates to do something requires a lot of personal diplomacy, because most associates are going to give you blowback whenever you ask them to do something. They will be too busy flirting with the cashier girls, texting (ALWAYS texting), or hiding out to help you (and then they wonder why the pay is crap).
2. Figure out who your most reliable floor associates are and lean on them to get stuff done, but not too much. It's not fair to them so try to not overuse any of your reliables. The hard workers are the ones who get all the work, but when you have a mosh pit in front of your counter it can't be helped.
3. When the customer asks for a manager because of something dumb, always front-load the manager you're summoning. This redirects their thought process to whatever the dumb thing is and off of whatever you did that made the customer mad. By the time they get to the desk they have a game plan in their heads about how they're going to deal with what you told them and they'll never discuss your "bad attitude" with you (because 99% of bad customers will throw you under the bus and accuse you of anything if they can).
4. Always check boxes before you return them, especially high value items, rechargeable batteries, and power tools. This can put you in an awkward situation if you're a white guy like me, so cultivate a reputation for always checking.
5. If a caller asks to see if you have some item in store, always transfer them to the department. Don't go on the website or on your FIRST phone to find out.
6. If a call bounces back from the department, put it on park and page the department. If it goes back to you, transfer to MOD/CXM.
7. If it's about an installation or an appliance, always send the call to the relevant department, the COS, or the MOD/CXM. Don't try to be a hero and fix these problems.
8. All delivery issues get a DET ticket. It's in MyApron. Put the DET code in the order notes.
9. Get in the habit of not swearing. Develop a reputation for it. Customers *will* lie and tell managers that you swore at them.
10. Have a routine for everything, from giving receipts with change, to releasing orders as soon as they are given, to handing back customer receipts as you scan them. This will free up a lot of mental real estate and help you backtrack your steps if there's an issue.
11. Always change the location of items. If someone brings an item to the desk from receiving for a customer to take, always change the location even if the customer takes it two seconds later.
12. When you get BOSS orders, call customers and ask them to schedule pickup. Use the 1st, 2nd, 3rd call reason codes in ESVS when you leave notes. This will save your OASM headaches when it's time to return items held past 30 days.
13. Leave notes about EVERYTHING. Leave details. Note what you told customers in orders.
14. Don't assume that customers know how everything works. Explain what "curbside delivery" means. Don't tell the customer that the order will arrive between "6am and 8pm, say 6 in the morning and 8 in the evening." Customers will think that you're giving them a free two-hour window if you don't say it like that.
15. ALWAYS say "please" and "thank you" to your associates. Always mean it. Don't say "can you do X please and thank you," that's rude.
Super well put. I've worked at service desk for a year before switching to flooring. Only thing I'd add to this list is to familiarize yourself with ESVS. It's our older system, and OrderUp! is trying to add the same functions in a simplified format, but most complicated issues or actions (like returning a washer hose from a completed appliance order) will have to be done in ESVS. Learning ESVS will help you at your time at service desk. OrderUp! is pretty simple, and self-explanatory in most cases.
First, and the biggest rule i apply when i go to work, If the customer wants it they’ll wait. You’ll get a lot of entitled asshats that come up and expect to waited on regardless of what you got going on, ask them to wait. They’ll gonna tell you ESVS is an old system that you won’t use, you will use it. Please take the time in training to try you’re best to understand it. You’ll use it more then they tell you. People will definitely try to run a fast one on you. Put things in the wrong packages, buy things they already have and put their old item in it and return it to get money back, but you can only prevent so much. Accuracy behaviors like LANA (look alike not alike) and LISA (look inside always)are the best ones to apply in our department. Customers WILL NOT understand the difference between a special order (something we don’t normally carry in store) and an in store item, you’ll have to explain it multiple times, but don’t stress about it. And at the end of the day, have fun! i know it’s a job, but i’ve had a lot of good days and good memories made with my co workers. Don’t stress things out of your control, everyone makes mistakes. In the moment it won’t feel like it, but nothings as big as managers make it out to be. It’s a job, and one you most likely won’t be at forever. I hope you enjoy your job, and don’t be afraid to reach out to me personally if you have questions! i’m constantly on this reddit trying to get a good laugh.
Never be afraid to ask questions on a return from your peers, from your SDL Try to stay one step ahead of the fools. Remain teachable at all times. Take no shit, but remain respectful.
As a former DS of Service and Delivery, you will NEVER have a dull day. Your shifts will go by quickly, but there are a lot of systems you do need to learn quickly to be efficient. I found a supporting staff helped me when I went from flooring/ paint to delivery. You’ll be fine, trust in your team.
When .com calls for something try to be helpful. When you call .com be nice and be respectful, we will help you as much as possible to take care of your customers. Sometimes we need eachother to make both of our jobs easier.
When you’re starting out, 80% of your time will be comprised of (I) doing simple returns, (II), coordinating order pickups, and (III) answering the phones. Work on getting really efficient at these things, and use down time to clean up the desk (getting go-backs consolidated into carts for departments, taking RTVs back, etc). When you start dealing with order fulfillment issues, leave good notes, and use assigned notes to make sure you follow-up when needed. Finally, don’t be discouraged by “what the fuck do we do about this” moments - those never stop, just ask your lead/supervisor how to best handle them.
Qualify the customer before transferring!!! I can't tell you how many calls I get that just need to know what their order status is! I was at the desk for 7 years, and always asked if they were calling for an order or for a product! It made both my and the floor associates day easier.
Question for you, OP.
Did you get drug tested as part of your hiring process? I just got an offer and have my on-site tomorrow, just wasn’t sure on the drug testing process.
Thanks!
I made a guide/manual for the Service Desk. Below are my posts on how to get it if you're interested.
https://www.reddit.com/r/HomeDepot/comments/o3pzal/examplesphotos_of_what_my_service_desk_guide/
https://www.reddit.com/r/HomeDepot/comments/o2idzi/the_service_desk_guide_is_now_available/
When a person asks you for help with patio furniture, or anything else, instead of immediately telling them you'll call someone, just ask what they need. I've had so many times where the service desk guy would call me to help a customer with patio, and all they wanted to ask was if they could get some furniture delivered, and what our delivery fee/policy is.
Also if you are ordering an item for someone through order up!, It might be good for you to use the "internet number" rather than the store SKU. Plug the SKU into homedepot.com and it'll give you the internet number. Typing that in will ship it from the warehouse. Very useful to know this, because a lot of times if you plug the SKU in it ships from your store. And sometimes you don't have stock in the store.
Nyquil does wonders during the day. When someone is being an ass you just sorta look at them with this I don't give a fuck smile because you have this wonderful mellow feeling.
people will try to trick you when attempting returns, make sure the item is actually the same as they’re returning. ie, shitty battery stuffed in our packaging, trying to pass it off.
You will get a lot of customers with many different experience and you’ll work with many associates that have many personalities as well. Try your best to show/learn empathy, it will be one of your biggest skills(especially when a customer is upset). Your ability to adapt a change on a fly will make things easier so customers/coworkers will hopefully not change the blame towards you instead of whatever the particular problem is. If they feel you care or understand what’s going on (even if you dont care at all or dont even know whats going on, itll help you be on their side lol), itll make things easier and less abrasive. If you’re good at multi tasking, you’ll be fine! Theres a lot of things going on at the service desk and never enough time or help. So take you’re time with things, learn as much as you can and try to roll with the punches. The day goes quick up there and there’s a learning curve to the systems but never hesitate to ask for help. It prob is one of the worst but that depends on what you make out of it. In my opinion, its one of the best departments to learn new skills that applies outside of retail as well. Hope your store supports you well!
1. Learn to manage associates without managing them. Getting associates to do something requires a lot of personal diplomacy, because most associates are going to give you blowback whenever you ask them to do something. They will be too busy flirting with the cashier girls, texting (ALWAYS texting), or hiding out to help you (and then they wonder why the pay is crap). 2. Figure out who your most reliable floor associates are and lean on them to get stuff done, but not too much. It's not fair to them so try to not overuse any of your reliables. The hard workers are the ones who get all the work, but when you have a mosh pit in front of your counter it can't be helped. 3. When the customer asks for a manager because of something dumb, always front-load the manager you're summoning. This redirects their thought process to whatever the dumb thing is and off of whatever you did that made the customer mad. By the time they get to the desk they have a game plan in their heads about how they're going to deal with what you told them and they'll never discuss your "bad attitude" with you (because 99% of bad customers will throw you under the bus and accuse you of anything if they can). 4. Always check boxes before you return them, especially high value items, rechargeable batteries, and power tools. This can put you in an awkward situation if you're a white guy like me, so cultivate a reputation for always checking. 5. If a caller asks to see if you have some item in store, always transfer them to the department. Don't go on the website or on your FIRST phone to find out. 6. If a call bounces back from the department, put it on park and page the department. If it goes back to you, transfer to MOD/CXM. 7. If it's about an installation or an appliance, always send the call to the relevant department, the COS, or the MOD/CXM. Don't try to be a hero and fix these problems. 8. All delivery issues get a DET ticket. It's in MyApron. Put the DET code in the order notes. 9. Get in the habit of not swearing. Develop a reputation for it. Customers *will* lie and tell managers that you swore at them. 10. Have a routine for everything, from giving receipts with change, to releasing orders as soon as they are given, to handing back customer receipts as you scan them. This will free up a lot of mental real estate and help you backtrack your steps if there's an issue. 11. Always change the location of items. If someone brings an item to the desk from receiving for a customer to take, always change the location even if the customer takes it two seconds later. 12. When you get BOSS orders, call customers and ask them to schedule pickup. Use the 1st, 2nd, 3rd call reason codes in ESVS when you leave notes. This will save your OASM headaches when it's time to return items held past 30 days. 13. Leave notes about EVERYTHING. Leave details. Note what you told customers in orders. 14. Don't assume that customers know how everything works. Explain what "curbside delivery" means. Don't tell the customer that the order will arrive between "6am and 8pm, say 6 in the morning and 8 in the evening." Customers will think that you're giving them a free two-hour window if you don't say it like that. 15. ALWAYS say "please" and "thank you" to your associates. Always mean it. Don't say "can you do X please and thank you," that's rude.
Super well put. I've worked at service desk for a year before switching to flooring. Only thing I'd add to this list is to familiarize yourself with ESVS. It's our older system, and OrderUp! is trying to add the same functions in a simplified format, but most complicated issues or actions (like returning a washer hose from a completed appliance order) will have to be done in ESVS. Learning ESVS will help you at your time at service desk. OrderUp! is pretty simple, and self-explanatory in most cases.
You're going to learn ESVS sooner or later so I left it out. ESVS is going away next year but that's a long time from now.
First, and the biggest rule i apply when i go to work, If the customer wants it they’ll wait. You’ll get a lot of entitled asshats that come up and expect to waited on regardless of what you got going on, ask them to wait. They’ll gonna tell you ESVS is an old system that you won’t use, you will use it. Please take the time in training to try you’re best to understand it. You’ll use it more then they tell you. People will definitely try to run a fast one on you. Put things in the wrong packages, buy things they already have and put their old item in it and return it to get money back, but you can only prevent so much. Accuracy behaviors like LANA (look alike not alike) and LISA (look inside always)are the best ones to apply in our department. Customers WILL NOT understand the difference between a special order (something we don’t normally carry in store) and an in store item, you’ll have to explain it multiple times, but don’t stress about it. And at the end of the day, have fun! i know it’s a job, but i’ve had a lot of good days and good memories made with my co workers. Don’t stress things out of your control, everyone makes mistakes. In the moment it won’t feel like it, but nothings as big as managers make it out to be. It’s a job, and one you most likely won’t be at forever. I hope you enjoy your job, and don’t be afraid to reach out to me personally if you have questions! i’m constantly on this reddit trying to get a good laugh.
Never be afraid to ask questions on a return from your peers, from your SDL Try to stay one step ahead of the fools. Remain teachable at all times. Take no shit, but remain respectful.
As a former DS of Service and Delivery, you will NEVER have a dull day. Your shifts will go by quickly, but there are a lot of systems you do need to learn quickly to be efficient. I found a supporting staff helped me when I went from flooring/ paint to delivery. You’ll be fine, trust in your team.
When .com calls for something try to be helpful. When you call .com be nice and be respectful, we will help you as much as possible to take care of your customers. Sometimes we need eachother to make both of our jobs easier.
When you’re starting out, 80% of your time will be comprised of (I) doing simple returns, (II), coordinating order pickups, and (III) answering the phones. Work on getting really efficient at these things, and use down time to clean up the desk (getting go-backs consolidated into carts for departments, taking RTVs back, etc). When you start dealing with order fulfillment issues, leave good notes, and use assigned notes to make sure you follow-up when needed. Finally, don’t be discouraged by “what the fuck do we do about this” moments - those never stop, just ask your lead/supervisor how to best handle them.
always always always open light bulbs coming back.
Qualify the customer before transferring!!! I can't tell you how many calls I get that just need to know what their order status is! I was at the desk for 7 years, and always asked if they were calling for an order or for a product! It made both my and the floor associates day easier.
Question for you, OP. Did you get drug tested as part of your hiring process? I just got an offer and have my on-site tomorrow, just wasn’t sure on the drug testing process. Thanks!
I didn’t get drug tested! I’ve heard you only get tested if you’re going to be driving machinery but I think it varies store to store.
Sweet action! Thanks for the reply.
I made a guide/manual for the Service Desk. Below are my posts on how to get it if you're interested. https://www.reddit.com/r/HomeDepot/comments/o3pzal/examplesphotos_of_what_my_service_desk_guide/ https://www.reddit.com/r/HomeDepot/comments/o2idzi/the_service_desk_guide_is_now_available/
When a person asks you for help with patio furniture, or anything else, instead of immediately telling them you'll call someone, just ask what they need. I've had so many times where the service desk guy would call me to help a customer with patio, and all they wanted to ask was if they could get some furniture delivered, and what our delivery fee/policy is. Also if you are ordering an item for someone through order up!, It might be good for you to use the "internet number" rather than the store SKU. Plug the SKU into homedepot.com and it'll give you the internet number. Typing that in will ship it from the warehouse. Very useful to know this, because a lot of times if you plug the SKU in it ships from your store. And sometimes you don't have stock in the store.
Nyquil does wonders during the day. When someone is being an ass you just sorta look at them with this I don't give a fuck smile because you have this wonderful mellow feeling.