Notes

Hi! thank you for calling COMCAST my name is MAILYN, can I have your first and last name please?

Hi miss_____! How are you doing today?

I'm glad to hear that your doing great. By the way miss_______ I can see here that you need help on activating your internet.
Is that correct?

(if empathizing needed)

- I understand what your feeling right now I've been in your situation before, and I do really appreciate your effort and patience on calling as back. You don't have to worry now because your in the right person that can help you with your concern. I know that internet is one of the most important thing in our daily lives. I can assure you that we can solve this as soon as possible.

(no need to empathize)
(ACKNOWLEDGEMENT)
- Thank you so much miss _____ for CHOOSING COMCAST as your INTERNET provider, I do really appreciate it. I can definitely help you with your concern. I know that internet connection is now one of the important thing in our lives. So just sit back and relax and be with me along the way

Do you have your phone with you right now?
GREAT!
So lets get started

By the way miss_____ did you already have the xfinity app on your mobile phone?

Please download the app on your app store. Are you using an iPhone or an android phone?

(IPHONE)
NICE! you can download it in your apple store
(ANDRIOD PHONE)
EXPLENDED! you can download it in your google play store.

then after you download it open the app and sign in using your xfinity ID and password;

after that select GET STARTED,( activation should only take less than 20 mins.)

(IF GET STARTED ICON IS NOT SEEN)

(If you aren't prompted to begin you can navigate to the entry point by selecting ACOUNT icon from the top left corner of the OVERVIEW tab. Then select ACTIVATE xFi Gateway or Modem under the Devices section.)

= After that find an active cable outlet in your home. And then connect the coaxial cable in the back of your modem.

(IF NECCESARRY)
(To maximize your WIFI coverage, avoid cramped spaces and make sure your gateway is placed at least a few feet off the floor.)

(IF AN WIFI READY APARTMENT)
-If you are in a WIFI ready apartment, please check if the coax cable if it is connected to your gateway. And the lights will lit on the front of your device.

=You can found the Qr code located on the bottom of your gateway. if you cannot scan it you can manually enter the cmac code.



=Now that your Gateway is powered up, please select CHECK CONNECTION to check if your cable outlet is active. (it will take 2-3 minutes) (ask life style question/building rapport)

-This would take 2-3 minutes miss _____ to get detected. So while waiting i just want you to be aware about our ixfinity mobile plan, by the way miss ____ do you already have a mobile plan provider?

(if the customer already have provider)

-AWESOME that's also a good provider. By the way miss_____ how much do you pay a month for your mobile plan?
-That's nice, you know miss ____ using our mobile plan would help you save more. More than your current provider offer you. We have different mobile plans that you can choose with.
- Can we discuss more about our mobile plan after we activate your gateway?

FANTASTIC!

Can you check again if your now connected.

=GREAT JOB, now miss____ you can personalize your home wifi network name and password. Make sure miss _______ that it is easy for you to remember and it is a secure password. because you'll use that to connect your personal devices to your network.



(IF OUTLET IS NOT ACTIVATED) CUSTOMER DONT HAVE ANOTHER OUTLET)

= if you really don't have another outlet, lets set you an appointment to a technician so that they can help you install another outlet for you to plug in the device. (choices provided) which appointment suits for you?

Alright lets wait for the technician to go to your home. Is there anything else that I can help you with?

Its my pleasure to help you with your concern.
May we now continue to our topic earlier?
GREAT. Miss______ Are you in a single plan or family plan?
(IF SINGLE PLAN)
We have the most affordable and suitable for your plan needs. We have 3 option for you,
1 GB: for only $15/month.

3 GB: $30/month.

10 GB: $60/month.
(IF FAMILY PLAN)
We have a family plan that would suites to you and your family.
You can choose to our Unlimited connection
which is
$45/1 line per month.
and if you'd like to add another lines
$60/2 lines per month ($30/month per line).

$90/3 lines per month ($30/month per line).

$120/4 lines per month ($30/month per line).

5 or more lines: an additional $20 per line after the fourth line.
Such a great option right?

So miss_____ what is the best option for you? so that we can give you right away.

(IF NOT YET READY)

-It’s alright. Please let us know if you decide and we are happy to help you by giving the best options. As you know that we offer the best mobile plan that provides convenient anytime and anywhere. Xfinity Mobile plan also offers an unlimited use of data based on promotions and unlimited calling and text nationwide. You may also have a Device Payment Plan (DPP) on the eligible devices to receive monthly promotion credit. You can also bring your own compatible device as long as you got the latest version of watch OS along with latest promotion offers. Do you have time to review this? I'll be glad to walk you through (please refer to HOW13334- How to bring your own device with XM).



GREAT, THANK YOU FOR CHOOSING COMCAST AGAIN THIS IS MAILYN, HAPPY TO SERVE YOU!
HAVE A GOOD DAY.