Notes

hi thank you for calling comcast, my name is Chris
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?

Rapport: Compliment her name.

[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?
Thank you! Alright! First you have launch the application and sign in using your Xfinity id and your password.
Okay.

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. Launch the Xfinity app and sign in - Xfinity ID and password.

*Once logged in, press 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.

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

To get started, find an active cable outlet in your home. An active cable outlet is commonly found in a living room or office.

To maximize WiFi coverage, avoid cramped spaces and make sure the Gateway 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 does it have _?
Single light? Your device will be ready to activate when it turns white and is either solid or blinking.
Multiple lights? Your device will be ready to activate when the top three lights are solid.

Press Ready to Go! to continue.
Now that your Gateway is powered up, press Check Connection to check if your cable outlet is active.
press Check Connection to check if your cable outlet is active.

Checking connection will take 2-3,
what is your current mobile data provider?
And how much mobile data do you use in a month?
Perfect! We have a great deal for you, if you switch to Xfinity mobility you will be able to save ___ and get this. Would you like to switch to Xfinity? Great before that.

Since 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. 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. You can choose to either auto connect or manually connect the mobile device you’re using.
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 xFi 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.


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