Notes

APPRECIATION

We appreciate you for being a loyal customer with ______ since 2004 and value you as a customer
Thank you for proving all the details for verification, I really appreciate that
I appreciate you being so enthusiastic about following the troubleshooting steps.
Thank you for your patience I really appreciate
Thank you for your cooperation, I really
Wow! You’ve been so nice. What a bright spot in my day.
[company name] would like to thank awesome customers like you for your amazing support! You rock!
We appreciate you for being a loyal customer with ______ since 2004
Thank you for proving all the details for verification, I really appreciate that
I appreciate you being so enthusiastic about following the troubleshooting steps.
Thank you for your patience I really appreciate
Thank you for your cooperation, I really appreciate
Thank you for staying connected, I appreciate your time and patience
Thank you for trying at your end before contacting us

EMPATHY<
I can see how important this is to you.
I can imagine this might feel…
I would feel the same if this happened to me. We will sort this out.
I completely understand how you feel [First Name].
Thank you for your understanding [First Name], we are doing everything to resolve your problem quickly.
Chris, I understand the problem and will be happy to help you. Let’s see what I can do.
If I were in your position, I would feel the same way
I would be asking the same questions as you are."It can be frustrating when your equipment isn't working as expected. Let's work together to activate your TV equipment."

"It can be frustrating when your bill changes unexpectedly, I will pull up your bill so we can review the charges together."
You are totally right.
I would come to the same conclusion.
If I were in your position, I bet I’d have the same concerns.
You were absolutely right to bring this to my attention, so I can immediately [INSERT ACTION]
Now that I’m aware of the situation, we can look to fix it by [INSERT SOLUTION]
ACKNOWLEDGEMENT


"Let's take a look at your package."
"Let's see what is available."
"Let's take a look at your signal strength."
"Let's pull up your bill."

ASSURANCE
"I'd be happy to pull up your account and take a look at your billing history."
"I understand how important it is to have internet. Let's take a look at your modem."
What brought you to our site today?” in place of general questions like “How can I help you?”
Thank you for contacting Xfinity Chat Support, my name is Agent.
I will definitely help you with your new cable box right away.
I know it can be inconvenient when you're having an issue with cable Tv box, let me check it for you.
I am going to check the equipment status also. In case we experience connectivity issues within the chat, kindly stay for a few minutes to reconnect to our conversation.


Let's pull up your account and see what we need to do in regard to that charge. Can you verify your name?

Thank you, Jane! I am going to pull up your account this may take a few moments. In the meantime, can you please give me the serial number on the modem you are using?