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Wonderful Evening! Thank you contacting Xfinity Chat Support. Feel free to call me Amandeep. May I know the first and last name of the awesome customer I am assisting and your concern please?
I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you
I completely understand your concern and Please be assure that your are connected to right person, and I will try my best to assist you.
2. Own it
Create ITG
I can definitely help you with that
3. Show Appreciation: appreciate customer for loyalty, patience, efforts, business, time
4.Make it Effortless: Explain everything to the customer in layman language. Pitch self-help option
5. Read Actively and Respond Appropriately:
6. Discover Needs: Probing
7. Be an Xfinity ambassador: Share the information to the customer for alternatives like stream app for cable issue
8. Set clear expectations: tog, changes made on account,
eg We can have a tech out there for you on (date) between) (Provide all appt disclosures)
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