Shock Free Data
Koodo will send ___ text message notifications to the customer regarding their data usage per billing cycle. (number)
3
Koodo is trademarked as “Canada’s _________ Network”
Happiest!- Network coverage reaches 99.2% of where Canadians live with 4G LTE and 99.5% of where Canadians live with 4G. “An awesome network with even awesome-er customer service is just one of the reasons why people stay with Koodo”.
How many tab sizes exist on Koodo?
6- No Tab/BYOD, Tab S, Tab M, Tab L Tab XL, and Tab XXL.
Will a customer be charged for an incoming call from Jamaica if they are in Canada?
No- If the customer has a plan with Unlimited Canada-wide minutes, they will not be charged for incoming calls so long as they are in Canada- the caller can be from anywhere in the world.
A customer with a set amount of minutes: their minutes will be used any time they place or receive a call on weekdays. Calls are free on nights and weekends and do not deplete the customers minutes.
A customer can expect a notification regarding their data usage when they reach 50%, ____ % and 100% of their data.
90%
How many voicemails can the average Koodo customer expect to have on their plan for no additional charge?
10- these last 10 days in the mailbox and can be up to 5 minutes in length. You also have the ability to save a deleted message, even after 24 hours.
What happens to the customers monthly bill 25 months in?
The tab charge falls off- the customer will only be charged for their rate plan.
How much will it cost a Koodo customer in Canada to text the U.S.?
Nothing- All current Koodo monthly plans include unlimited text, picture messaging and international text messaging at no additional charge so long as the customer is in Canada.
If a customer is outside of Canada and is using Easy Roam, does SFD still apply?
Yes- the customer using Easy Roam is simply accessing their plan and will be able to use whatever data they have left/included in their plan while travelling. The customer will still receive SFD notifications and will have the option to top up from their device.
Evenings & Weekends are non-billable minutes given to the Koodo customer. They begin at 5 P.M. and end at ____ A.M?
8- Koodo gives customers an extra 60 minutes of free calling time. Over the course of a month, that's an extra 1200 minutes, free!
If a customer has a tab balance, are they able to make rate plan changes before paying it off?
YES- If the customers current plan is no longer meeting their needs, they can change their rate plan once per billing cycle as long as it meets their tab rate plan requirements.
The tab may need to be paid off if the customer is looking to change tab sizes. The rate plan is tied to your current tab. Tab L, XL and XXL are interchangeable, but a customer looking to switch to a Tab S or M plan would need to pay off their existing tab.
$300- An account with multiple lines can receive even more!
What happens when a customer reaches 100% of the data included in their monthly rate plan?
Koodo automatically pauses data usage- the customer will be asked if they would like to purchase more data or continue without data for the last few days of their billing cycle. Purchasing more data can be done right from the customers phone.
How many months is a Koodo customer bound to their contract for?
Koodo does not have fixed term contracts- we have Service Agreements. Our customers have more flexibility to make plan and device changes- the Tab system will span over 24 months.
How much $ can be put onto a Tab M? What is the monthly tab medium payment?
$360- The customers monthly tab payment is $15.
Name one piece of ID (other than a Canadian Credit Card) that can be used in order to complete a credit check on Koodo.
In addition to one piece of photo ID, one of the following is required in order to run the credit check:
Canadian Drivers License
Canadian SIN card or Letter
Canadian Credit Card
Can a customer opt out of Shock Free Data notifications?
YES- If a customer turns off their data alerts, the data will not be paused when the limit is reached. Additional data will be charged on a pay-per-use basis.
A customer can also choose to opt out of notifications if the user is not authorized to make purchases such as data top ups or turn on easy roam (ie children).
What tool can a Koodo customer access in order to schedule a call back with a customer service agent?
Koodo Assist- a digital assistant meant to help customers find official answers to their questions and issues fast! This tool picks up key words or phrases and helps customers solve common problems. It can also be used to schedule a call back with a customer service agent should the customer require further assistance. Call backs can be scheduled daily between 9 A.M. and 10:30 P.M.
If a phone is $100 on Tab L, how much does the customer pay in total for their device over the course of 24 months? What is the monthly tab charge?
$580 Total
$100 upfront + $20/month (tab charge) x 24 months ($480).
If a customer is using Easy Roam while they travel to the U.S. how much is the daily charge? At what amount will the fee be capped at per billing cycle?
A customer travelling to the United States is charged $8/day to use Easy Roam Services.
Easy Roam will cap the fee at $100 per billing cycle for US roaming- this means the customer can continue to use their phone plan for no additional Easy Roam charges.