Channel care 1

is Channel Care

the first point of contact for our retail and Koodo store partners?

• True

• False

A role of channel care is Activation support and billing dispute.:

• True

• False

Koodo Authorized dealers are owned by Koodo:

• True

• false

Is best buy a retailer?

• True

• false

What happends If I get escalated in channel care?

• I should transfer the call to CR2.

• Channel partners must contact first level of support if does not work, should send an email to Koo channel escalations.

is the name of the tool that we use to verify the rep at the store

• CPMS

• MSS

4519 could be a sales rep pin?

• Yes

• Not

If the rep of the store shows as In-active we can always provide assistance.

• True

• False

How we should verify the rep of the store

• Asking the pin number of the account and adress of the Cx.

• Asking the full name of the rep+ is Rep ID, and store location.

• Asking, The DOB, DL and SIN of the client.

10-How we should verify the customer at the retailer store due to covid 19.

• Ask the rep to transfer you to the customer

• Ask the rep, the pin number for the account

• Contact the Cx separately and ask the pin number.