Notes

CALL FLOW


"hi, thank you for calling COMCAST, I'm Neil"

"may I know your first and last name please?"

"Hi!_______________, How are you today?

"I'm glad that your doing okay, I can see hear that you want to activate your internet is that correct?"

"I really appreciated your effort trying to activate your internet on your own, and choosing us as your service provider."

"I do really understand the importance of internet nowadays, like without internet you cant do your work properly, you cant entertain your self watching movies, dramas, Vlogs, podcast and etc."

"so! rest assured that you reached the right person to help you and assist you on your problem."


* " So lets try to solve this matter now, lets help each other ___________"

○○○○○○ TROUBLESHOOTING○○○○○○

*" do you already have your Xfinity App?"
IFF NOT
*" can you please download it , you can use either Apple App store , or Google Play store."
( enter a spill )
*"

1 DOWNLOAD or LAUNCH Xfinity App


--simple pitch
--insert a spill.
--have a conversation to the costumer if necessary.
--find the costumers spot.


NOTE * the Xfinity ID and password its in the sticker on the back of
the gateway or modem.


2 Select GET STARTED button

***** if the GET STARTED button is not on screen,
PLEASE select the ACCOUNT ICON from the top-left corner of the OVERVIEW TAB,
then find the DEVICE SECTION and select the ACTIVATE xFi Gateway or Modem.

3. In this pace/step the app will lead you to the necessary steps in setting up your gateway.

sample spill* " Please focus on the app cause it will help us in step-by-step process in installing your
gateway or modem."

* Customers who live in WiFi Ready Apartments and lease the pre-installed xFi Gateway won't need to physically install the Gateway.

*They can check that the Gateway is plugged in and has power by making sure that the coax cable is connected to the Cable In/RF In input in the back of the device and that the lights are lit on the front of the device. The pre-installed xFi Gateway will already be installed in a media panel and connected to a cable outlet.

* SCAN or MANUALLY encode the CMAC code



4. if the gate way is not installed , please manually
set up the gate way...

5. a. Find an active cable outlet in your home.
( commonly found in the living room or in
your office)
b. Plug in the COAX CABLE make sure that
its finger tight.
c. PLUG IN the POWER CABLE
d. please check the light If you have a single
light on your Gateway, your device will be
ready to activate when it turns white and
is either solid or blinking.


If you have multiple lights on your
Gateway,
your device will be ready to activate when
the top three lights are solid.

e. Select Ready to Go! to continue.

6. Now that your Gateway is powered up, select Check Connection to check if your cable outlet is active.


7.If an active outlet is detected, you can now proceed with personalizing your home WiFi network name and password. Enter a WiFi name and password that is easy to remember and secure. This is what you'll use to connect your personal devices to your network. Select Next.

*If the cable outlet is not active, you can select
Try Another Outlet


* I Don’t Have Another Outlet so we can help
schedule a technician visit.

8.Confirm the WiFi name and password you entered
Select Confirm and Finish Up.

9.Once your Gateway is activated, you'll need to connect to your new WiFi network

*Auto Connect:
*Connecting Manually

CLOSING

Anything else before we end this call?

Bye Have a nice Day



feed back

confidence
tone of your voice
knowledge about the product
speak clearly
vocabulary
master the art of calmness