Eliminate $10 Plan Charge at Koodo Kiosk/Store

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  • Idea
  • Updated 5 years ago
  • Not Planned
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I completely love the fact that we are trying to enhance customers to use their Self Serve, however I do feel the charge of $10 to change a plan at a Koodo Kiosk or Store should not be. I find koodo customers just "passing by" and I always ask if they've checked out the new plans offered. When I do pitch the new plan, 4 out of 5 times the customer is willing to make the change right away.

It just sucks to get them geared up for a plan that beats their old one and then have them go home and make the switch on their own. I always offer to help them open up their self serve at the kiosk but it takes up a lot of time and becomes difficult to deal with other potential customers passing by.

Self Serve is awesome but for a store/kiosk level we should be able to help others quickly and efficiently...no?

Feedback is always appreciated!!!
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Koodo Ninja

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Posted 5 years ago

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Zaphod Beeblebrox

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Doubtful the $10 fee will be removed. Koodo is sort of pushing the use for Self Serve as much as possible. Everything is online these days...
Kiosks/stores shouldn't be changing plans anyway unless it is an activation or upgrade.
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Sherlock Holmes

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Koodo has made the change that Kiosks/Retailers no longer have access to do these rate plan changes.
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Zaphod Beeblebrox

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It was a rule that was passed due to the volume of customers that could potentially be at these stores/kiosks, giving the reps more time for the upgrades, activations, potential customer questions.
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Koodo Ninja

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Fair enough. I can be overruled but I still don't see how changing a plan affects the volume at the kiosk. When we were able to make plan changes, it took at least 3 minutes to discuss the difference between the customers current plan and the new plan being pitched and the benefits of changing their plan based on their usage. Then it took 2 minutes to Log into QSM, type in the customers number, and then change the plan. A Total of at least 5 minutes.

It shouldn't take 20-30 min to change a plan at the kiosk. Existing customers deserve the same appreciation as new customers. Koodo is amazing with customer service, I just feel like it takes away that feeling when we throw charges at customers who take the time to come to the kiosk.

Also, to help set up a self serve account it takes more time at the kiosk, basically defeating the purpose of "saving time" or "focus" for customers with upgrades or activations.

I get where the argument is though. Understandable, I'm a little stubborn to the change since most of the customers in our area are so used to our help.
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Zaphod Beeblebrox

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If I worked at a kiosk instead of tech support, I would feel the exact same way you do. Well, to a point, I do currently, but...oh nvm, you get what I mean......I hope. lol
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Koodo Ninja

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haha I do!!! Thanks Tyler! :)
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RudyW

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Hmmmm....so, if I don't have time or want to go to a mall I get discrimnated against? After all calling to change your plan will still cost money. I actually prefer that they made the field even. It's really simple to use their site a few hours here and there to change it won't make a difference, I don't think.
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Sherlock Holmes

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Internet is common place just about everywhere now. those that don't have it at home can go to a local public place that provides internet access. Koodo made the change so Kiosks/Retailers can assist with more important issues.
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Koodo Ninja

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What about those who don't know how to use the internet? We shouldn't turn our backs on them. That's kinda mean...
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Zaphod Beeblebrox

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If the customer is willing, we can give a brief lesson how to qaccess Self Serve using the internet. I've done it a few times and the people have written down the steps to avoid a callback :P
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Sherlock Holmes

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Koood Ninja, that portion of the customer base is very small. If they have issues, they can get a friend or family member to help out.
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RudyW

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I'm with Dalek on this.:-) You can also access the koodo site on your phone while sipping coffee at a Timmies or Starbucks and have access to free internet.
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Jonathan I, Mobile Master

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Mobile Shop doesn't have account level access (we can activate new lines, see Tab/do Tab redemptions, hardware changes, etc.) BUT we can call channel support and they perform the rate plan change for us with no charge to the client. :)
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Some random Mobile Master, Mobile Master

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We have a Mobile Shop in our mall, but they only sell accessories, no phones. (in Sherbrooke, QC). Is that a different Mobile Shop??
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Ivan, Mobile Master

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Jonathan's referring to The Mobile Shop kiosks that are located in President's Choice brand stores (Loblaws/Zehrs/Superstore/etc.). They are my favourite 3rd party dealer.
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Some random Mobile Master, Mobile Master

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We don't have that then... :( The Mobile Shop we do have only sells shitty cases with plastic diamonds on them and they sell/install Invisible Shields... Needless to say, I did not visit again.
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Koodo Ninja

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NO CHARGE!!! That's awesome!!! And simple! I used to work for Mobile Shop. Makes me wonder though, if a third party can simply call in and help make the change, why can't a Koodo kiosk do the same...no charges...that's not cool -_- lol

Thanks Jonathan!
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Zaphod Beeblebrox

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I COULD give you a good reason why Koodo kiosks can't do the same but it's not a very nice comment. Now, if you read between the lines, you will know what I mean. Not all stores are like that, just the reps I have dealt with.
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Sherlock Holmes

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Kiosks and retailers no longer have the option for plan changes unless its a phone upgrade. You can easily avoid the $10 fee by doing the change yourself. It's a simple process as long as you can read English.
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Koodo Ninja

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Thanks Dalek!!! :D I still wish we had the power to change plans at the kiosk though :(
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Sherlock Holmes

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Internet is common place just about everywhere now. those that don't have it at home can go to a local public place that provides internet access.
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Ivan, Mobile Master

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I work with the elderly (I'm a PhD student researching dementia), and I can assure you that the world is a starkly different place from their point of view. Now, I'm not talking about the elderly with cognitive impairment, as they're unlikely to be in charge of their own cell phone account.

But, many of these people have mobility issues. Many have lost their driver's licenses. Many live in rural communities. Most are on a fixed-income and many are on a very tight budget. Accessing the internet is very low on their to-do list for many of them.
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RudyW

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I totally get what you are saying. Is the expectations though that companies accommodate everyone with every possible reason for everything? I don't think that's doable. If people were told up front, koodo is great value but you gottat do you own things, they had a choice to say, oh geez, this is not for me and move on.
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Koodo Ninja

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Appreciate the feedback everyone!
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Erwin

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Hello there,

I am quite unaware about this, at a Koodo kiosk, there is no longer an option to change plans for existing customers unless they upgrade their phone. So they should not be charging you $10.

You may have misunderstood, if you call to customer service for a plan change, you will get charge $10. However, Koodo is working hard to improve the self serve app to enable plan changes directly from the app.
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Koodo Ninja

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Apologies. It seems as though we still have the ability to change plans since it still allows us access on QSM to do so.

Thanks Erwin :)
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Zaphod Beeblebrox

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To avoid any corrective actions, try to make it common practice not to. You never know who is watching -_-

Being in tech support, we have the option to cancel lines but we are told we are not allowed to so we don't touch that option at all unless, somehow, it is related to troubleshooting.
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John Lee

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Why not just change your plan via Self Serve?
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shelley

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When the upgraded Canada wide talk and text plans came out I wanted to change my plan. Unfortunately my computer was down so I ended up at a Koodo kiosk. They upgraded the plan for free (yes I did tell them my computer wad down). I agree the self serve option is a convenient way of upgrading, changing things. However I appreciate the clerk at the Koodo kiosk not charging me... another reason to praise Koodo :)
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John Lee

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That was nice of them shelleyc1255. I'm glad you had a good experience with Koodo. :)
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Zaphod Beeblebrox

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When situations like that happen, you can still call in, explain the situation. In those cases, reps over the phone could waive the fee.
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Alex

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The good reason it is because now all plans are changing all the time. The last 6 months, Koodo changes all plans with Double minutes, or doubles data or sometimes it is the price to match the competitors. So the customers come many times to change his plan. If koodo decide to stop to change plan in store it is because they see a huge increase from customers with all changements of plan in the last 6 months.

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