Koodo Personal Training

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  • Idea
  • Updated 5 years ago
  • Not Planned
Similar to Telus Learning Centre, I think Koodo should offer something similar. Even though customers are given information on various Koodo information when their phone was activated (How to Read your Bill, OS Quick Tips, Self Serve, Warranty) and their phone book transferred, email set up, showed basic tips on using phone.

Sometimes, people spends 30 minutes or more in the kiosk and they get irritated and just wants to finish everything as fast as possible. Thus, their mind just shuts off and just nods and says yes.

What if reps can setup up the phone, transfer contacts on initial visit. If they feel like they need more help but they are on a rush to go to work or go home. Then we can give them an option to book an appointment for Koodo Personal Training where everything is explained to them from Koodo services to how to use their phone (basic and advanced).

We could run 3-7 crowds of people per 1 hour session.
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Erwin

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Posted 5 years ago

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MatB

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Customers can use these links to teach themselves
Koodo Phones User Guides: http://help.koodomobile.com/phone-tro...
Koodo Howto Phones Troubleshooting: http://help.koodomobile.com/phone-tro...
Koodo Help Koodo Community: http://community.koodomobile.com/koodo
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Some random Mobile Master, Mobile Master

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Erwin: I can see something like this being useful to some people, but there is a flaw that can't be ignored. As you said in your post: "people spend 30 minutes or more in the kiosk and they get irritated and just wants to finish everything as fast as possible", the same would likely happen in a learning centre. People can't fathom the possibility of spending time to learn how to make their smartphones work, they just expect it to work like THEY think it should and if problems arise, they'll simply flock to the kiosk anyway, or call C.S.

I can see the poor Koodo rep in front of 5-10 entitled customers who are more likely to criticize rather than question how their devices work. I wouldn't want to be that guy.

I think the idea itself is great, but it would be a headache to implement, IMHO.
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Erwin

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Hello Topper,

Excellent point. But this is not really a major headache. Apple has already incorporated sessions like this for up to 10 people with one rep. I think this is a great way for koodo customers to meet each other, become friends, chat, and ask questions.

BTW, who grills a phone/service if they dont know its full potential? This is a great way to win them over and make them believe that they have chosen the right decision. Customers are well informed before buying our services, so there should not be big surprises to them. This is also a great way to interact to customers and make them feel that we care about them post sale.

Like I said on my original post, this is great for people who needs a phone right now but does not have time to spend a 30 minute+ session. But is willing to come back and ask more questions and get to know the services and their phone better.
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Some random Mobile Master, Mobile Master

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Erwin: You bring in solid arguments, and I'm not doubting the value of such services. However, I'm having a hard time seeing how you take a group of people with different levels of computer/smartphone knowledge, and in 30 minutes, show them their way around their new toys.

Back in 1997 while I was a student machinist, I also worked part time at a small computer shop in my hometown. My job was to assemble computer parts together, install Windows95, bring the machine to the client and then spend 2 hours with them showing them how it works. I quit that job after 2 months. Guess what part of my job made me quit? Yup, those 2 hours with every client. The reason? People don't want to know how to do things. They have their idea about how to do things, and instead ask you why things do not work like THEY think they should. When you're done explaining, they ask for a way to do things which is more like what they're thinking. All this while they believe you actually invented computers and as such have every answer to every question.

So, while I appreciate the fact that Koodo would like to give people the opportunity to learn more about their services/devices, I doubt people have the desire to learn as it's much easier to call in and ask questions. And the people who actually want to learn usually do the bulk of it themselves. If Koodo does offer this, I'll probably applaud the move, but will assuredly not apply for the position, lol!
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Erwin

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Great story Topper but that was in 1997. People today are more tech savvy and were not really assembling computers here. Were just showing how to set up email, voicemail, tweaks in the settings, recommended apps and such.

If Apple could do it and has the title of the best customer service. Why cant Koodo do it too? I'd love to be one of the reps.
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Some random Mobile Master, Mobile Master

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Erwin: I get your point, but judging by the number of people that drop here everyday who can't figure out it's a public forum and proceed to post their personal information and those who ask how to pay their bill (we're in 2013, right?), I'd venture to say that, no, people are not more tech savvy than they were before. Most people don't even know email accounts have "settings", and don't dare ask them their mail server adresses, and so on... Some people are *that* adverse to technology, whether we like it or not.

Anyway, I'll let you have the "teacher" part Erwin, you are way more patient than I'd ever wish to be :oP

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