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.

Call back:-
1. I wish I could make call. However as we are from chat support team we are not authorized to make calls. No need to worry please give me a chance to assist your with your concern.

2. 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.

Empathy and Correlation Statements:-

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

Revewing customer query:-

Let me run a diagnostic check on your device, please stay connected. ( for troubleshooting ).
I completely understand and heartily apologize for the inconvenience caused to you.

Show Appreciation:-

**Fantastic! I'm glad that we were able to fix internet issue.
1. Thank you for waiting, I really appreciate your time and patience.
2. You are a valuable customer, I would like to appreciate your business and loyalty with comcast.
3. 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.
4. Thank you for being my hand and eyes, it was possible only because of your efforts.
5. I appreciate your efforts on chat.

Make it Effortless:
• Self help
• Correct ITG followed
• Easy and layman language(no technical terms) used on chat
• Authentication done when required(for e.g. When making any changes on account or sharing account sensitive information).

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?

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 by completing a simple form on this link https://chat.xfinity.com/Forms/cancelService

-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.

-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 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.

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.

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
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.

It has been great opportunity to assist you , Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?

Thank you for your support and co-operation over the chat I really appreciate it.

Great! I appreciate any feedback on the service and experience I have provided you today.

How's your overall experience with Xfinity and the assistance I have provided you today?

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.

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.