Notes

A wonderful day! Thank you for choosing Xfinity! This is 'Monika’, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)

I am glad to have you on chat. Hope you doing well.

How may I assist you today?

Thankyou for sharing the details.

Reviewing account:-
Let me quickly review your account so we can resolve the concern faster. Please allow me a minute for it.

Hold:-
Let me run a diagnostic check on your device, please stay connected. ( for troubleshooting ).

Apologize:-
1. I completely understand and heartily apologize for the inconvenience caused to you.
2. I apologize for the inconvenience. Let me help you right away with your issue.

Empathy and Correlation Statements:

1. I completely understand your concern. I surely will try my best to get this sorted over the chat.
2. I completely understand your situation as I am also a customer at some point, I am working from home. we also totally depend upon Internet to work. You have reached to right agent. I will help you with nest possible resolution on chat.

Show Appreciation:-

You are a valuable customer, I would like to appreciate your business and loyalty with comcast.
**Fantastic! I'm glad that we were able to fix internet issue.
1. Business: Thank you for being a valuable customer for such a long time. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
2. I really time patience and efforts
3. Thank you for being my hand and eyes, it was possible only because of your efforts.
4. You have been a fantastic team player in helping me resolve your concern.
5. I really appreciate your time and patience.
6. I really appreciate your efforts on chat.

Call back:-

Sure, If you want on call assistance, we have dedicated helpline number. I would request you to please call on : 1800-934-6489. However the procedure is same, If you allow me I can help you over the chat.

Discover Needs:
Probing:
o May I know since how long you have been facing this issue?
o May I know if you have done any troubleshooting on your end to get this issue fixed?
o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?

Power cycle for Modem:-

I have registered the signals in the modem Please follow these steps.
1. Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem.
3. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
4. Plug back the modem to the power source to turn it on and wait for all lights to sync.
5. Once the modem is fully sync, Let me know once done.

Power cycle for cable : Please follow these steps:-

1. Unplug the cable box from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the cable box.
3. Securely screw the Coaxial cable to the back of the cable box and make sure that the other end is connected properly to the wall as well.
4. Plug back the cable box to the power source to turn it on and wait for all lights to sync.
5. Please let me know once the cable box is fully synch.

Email your cancellation request
1. -Email your cancellation request by completing a simple form on this link https://chat.xfinity.com/Forms/cancelService
2. -Mail your cancellation request, including your first and last name, service address, account number and phone number, to: Comcast Cable ATTN: Service Change Requests 1701 JFK Blvd. Philadelphia, PA 19103 Note: If you mail or email your cancellation request, we’ll give you a call within two business days to confirm the request.
3.-Call us at 1-800-xfinity (1-800-934-6489) and follow the prompts to "cancel service" or "downgrade service."

Set Clear Expectations:-
• Toggle Script: Please do not press the back button and also avoid using other application for us to stay connected without any interruption.
• Technician details: Technician Disclosure, Ticket number, date, time

Xfinity Rewards program
Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's a brand new program that gives us another way to say thank you to our valuable customers, ( Movie rental, sweepstakes, discounts, and more!) Sign up for free at www.xfinity.com/rewards to see what offers are available

Xfinity Flex:-
As I'm checking a better plan for you I can see that you are eligible for Xfinity Flex Service on your account. You’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Prime Video and Hulu, Peacock and more (which is 4K ultra high definition, or UHD). Get 15,000+ hours of hit movies, current shows, timeless films, and timely updates with Peacock Premium.

XFINITY WIFI hotspot
While waiting, I wanted to share that you can also enjoy our superb and Spectacular XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.

ACP
ACP : You can get $30 discount if you will enroll yourself for the ACP program run by federal Govt, have you headr about it? Xfinity is proud to support the Affordable Connectivity Program and has made it available for all tiers of Xfinity Internet service. Eligible households may receive temporary monthly credit of up to $30 per month (up to $75 per month for eligible customers in Tribal lands) toward their internet service through the government’s ACP program.

Xfinity My Account app
You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device. You also manage your data plan, Change Xfinity password, manage your bills and payments, Restart your Xfinity Home touchscreen.

Close strategy:-
1. I hope your concern is addressed with true information and you liked Xfinity services and assistance I provided you today?
2. You have been very patient and amazing with me today, certainly the best customer I had today. I hope that all the issues are addressed.
3. It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat. Is there anything else I can assist you with?
4. Thank you for your support and co-operation over the chat I really appreciate it.
5. Great! I appreciate any feedback on the service and experience I have provided you today.
6. Thank you for being a loyal Xfinity Customer. I wish you have an amazing rest of your day and a fantastic weekend ahead.
You can click on the “End chat” to close the chat.
7. Please do one thing for me. I appreciate awesome feedback on the services and experience I have provided you today. Thanks for being a loyal customer. I hope you have an wonderful rest of your day.

XM Mobile:-
1. Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
2. While I am working on your query, I can see that with Xfinity Mobile you can save 1000 of dollars annually and get additional perks like VISA gift card, On Us devices and lowest monthly bill, let's address your issue first and I will share complete details with you on the savings

XM Plans:-
1. The best part of Xfinity mobile is that you can choose your own plan as per your need
Unlimited plan: You will get Unlimited calling, text and Nationwide 5G.
2. By the Gig data: You will get unlimited calling, text and by the gig Nationwide 5G.

By the Gig****
1 GB in $15, 3 GB in $30 and 10 GB in $60.

Unlimited data****
1 Line- $45 and Monthly internet savings
2 Lines-$60 and Monthly internet savings
3 Lines-$90 and Monthly internet savings
4 Lines$120 and Monthly internet savings
5 or more- $20 onwards and Monthly internet savings

BENEFITS OF XFINITY MOBILE:-

1. You will get Nationwide 5G Network with Free access to 20 Million of WIFI hotspots that boost our speed and network. You can keep your current devices and own number’s and even opt for a new phone with Xfinity and that would be on us. Also you are eligible for visa gift card on the account if you port your number with Xfinity.
2 The best part about Xfinity you can switch to by the Gig or Unlimited plan anytime as per your requirement, in case you have multiple lines with us then you can mix and match the plans as well complete Flexibility.

CLOSE THE FINAL SALE:-

BYOD-
If you keep your same number and device that you carry, then you can switch to Xfinity mobile without any upfront charges and the service would be completely free from any type of contract and you will get the benefit of the gift card as well (to check if gift Card offer is available).

1. Send the secure link to the customer for entering the SSN and DOB to check the eligibity of total lines and credit amount. (Xfinity chat is a secure platform which masks all critical information and in order to avoid risk Xfinity requires an SSN to ensure the legitimacy of the account).
2. Choose the plan: we probe the customer to choose the plan for them and on the basis of that we inform the monthly charges and there is no upfront payment
3. Please help me with your preferred email and phone number. I’m preparing the order details and will be sending you shortly.
4. It's prepared now, I've sent you the order details on your preferred email address, I'd request you to please review by clicking "I AGREE".

NEW DEVICE-
If you want to keep your same number and want a new device from Xfinity Mobile, then we can offer you the latest Android or IOS phones as we currently are offering you discount on Flagship (Apple, Samsung and Pixel 7) phones.

Steps to close the Xfinity deal in New device:-

Send the secure link to the customer for entering the SSN and DOB to check the eligibity of new phones that can be purchased on monthly instalment and ongoing offers on new phones (Xfinity chat is a secure platform which masks all critical information and in order to avoid risk Xfinity requires an SSN to ensure the legitimacy of the account).

Next step is to offer the device that the customer is eligible for or willing to opt with colour preference and the size. Also to choose the plan for them and on the basis of that we inform the onetime upfront charges along with the monthly charges

I'll need your card details, this card will be linked with your Xfinity account and will be used to access the account later, I'll need card number, expiry date and CVV for the onetime upfront payment (Sales Tax). we will send you the secure link and please be rest assured that your information would be totally secured.