Notes

hi thank you for calling comcast, my name is Brad
may I have your first and last name please?
Hi ____, how are you doing today?
That's great! By the way I can see here ______, is this correct? Build Rapport

Thank you for Choosing Comcast I know how important it is to have fast internet nowadays. Rest assured you've got the right person and I will help you activate the internet right away.
Android
Activation:
1. Iphone/android? Download Xfinity App on the AppStore/Play Store, 
   its icon has a white X on the center, with a purple background. 

2. Open the Xfinity app and sign in - Xfinity ID and password. 

*Once logged in, Do you see Get Started?
If can't see the Get Started button, press the Account icon from the top-left corner of the Overview tab,
Then press Activate xFi Gateway or Modem under the Devices section. 

To identify gateway, prompt to Scan QR code, the QR code is located at the bottom of the gateway. 
  - if not use CMAC address 

Is your gateway plugged into the active cable outlet already?
To get started, find an active cable outlet in your home, it is commonly found in a living room. 
To maximize WiFi coverage, place the Gateway in an open space and make sure it is placed at least a few feet off the floor. 
Are you done placing your Gateway?
Follow the instructions on the screen to connect the coax cable to your Gateway and active cable outlet. Make sure connection is finger tight. 

Done connecting cable? On top of the device do you see ___?
Single light? Ready to activate when it turns white and is either solid or blinking. 
Multiple lights? Ready to activate when the top three lights are solid. 

On the App, Press Ready to Go! to continue. 

Now that your Gateway is powered up, press Check Connection to check if your cable outlet is active. Checking connection will take 2-3, 

I can hear from the background that you are listening to music, do you also stream music on your phone when you're away from home? Me I also stream music when Im away.

How often do you use the internet on your mobile device? yes, most
What is your current mobile data provider? Att
Unlimited calls,text,data or everything?
Lines? Single Plan or Family Plan? 1
How much are you paying per line?
Phone? Samsung

Perfect! We have a great deal for you, if you switch to Xfinity mobile you will be able to save ___ and get this. Would you like to switch to Xfinity?

FEATURES and BENEFITS:
New Xfinity Mobile customers are eligible for up to five lines upon activation and may eventually become eligible for up to 10 lines based on several factors, such as payment history.
Unlimited calls and text.
Access to millions of Xfinity WiFi hotspots.
Customer service on your terms – call, text or chat with us 24/7.
BYOD 200$ prepaid card only until 1/31/23

*NOT INTERESTED
I understand that you're satisfied with your current provider, but have you considered that there may be better options available to you? Xfinity offers faster internet speeds, more reliable service, and a wider range of plans to choose from. Would you be open to learning more about what we have to offer and how Xfinity compares to your current provider?

Since its all good, 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. Press Next. 

Are you done, Press Confirm and Finish Up. 

Once your Gateway is activated, you'll need to connect to your new WiFi network. Press Auto Connect.
Auto Connect: Depending on your device’s operating system, you may get a message prompting you to join the new network. 

You can now use the Xfinity app to access your home network settings, see who's most active on your network, pause devices, troubleshoot connection issues and block inappropriate content and network threats. 

Is it all good? Any other concerns? Thank you so much for CHOOSING Comcast. 

[Acknowledgement/Empathy] Thank you so much for waiting. I truly appreciate your patience. Congrats on acquiring your new gateway.
[Relate]I know how important internet is to our lives nowadays even me I feel incomplete whenever there's no internet. No worries. 
[Reassurance] Rest assured; you've reached the best person and I will ____ right away. Before that did you already downloaded the app or not yet? if not you can dl in on apple app store or in google play. Please let me know when you're done, okay?


Rated
Warm and Friendly - sound lively, good news
Listen Actively Respond Appropriately - quick response, not appropriate, asking twice
Show Appreciation - 
Discover Needs - probing questions, lifestyle questions
Own It - be confident, expert 
Warm and Friendly
Listen Actively Respond Appropriately
Show Appreciation
Discover Needs
Own It

https://www.xfinity.com/mobile/learn/savings-calculator/

MYTP ONTP: New Hire Orientation, Health and Safety, global anti, 2022 employee privacy