Notes

A Wonderful day! Thank you so much choosing Xfinity! This is Saroj, your Xfinity Ambassador for today. It will be great pleasure to assist you today. May I have your first and last name of Awesome customer.

I appreciate you bringing this to our attention. I will be more than happy to check that for you😀 Please confirm the first and last name.

Hi ***, I hope you are doing well today?
Great, I am also doing well, thanks for asking. I am doing great as I have just started my shift, Feeling pretty energetic❤️
Toggle : -
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

Acknowledge and apology: -

I do understand your concern about the issue you are experiencing with your ***
I am sorry for this. I definitely will make sure that it gets addressed immediately.
I apologize for the inconvenience. Let me help you right away with your issue.
I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me a chance to once to overturn the situation. I will try my best to resolve this and get everything sorted for you.
I do understand, This is not a good situation to be in and As a consumer myself, I completely understand the importance of working Mobile service.

Assurance: -
I completely understand you. I will make sure that this will be the last time that you'll chat about this issue.
I know how it feels when things are not working the way it should be however please be assured as I will give my best efforts to get it fixed for you at the earliest on priority.

Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.
No worries, I'm here to help you and be rest assured as I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.

Additional Information :

Just to confirm if I am working on the right account, Is this " ** Customer Address in Einstein** your service address?
Could you please help me with your First and Last name along with Zip code?
In order to fetch your account please help me with your registered contact number or email address with Xfinity.

In order to verify your account please help me with last 4 digits of your SSN/Stored payment method.

Appreciation:-

Thank you for providing the information.
Thank you for providing the details.
I highly appreciate your efforts over the chat.
I highly appreciate your time and patience over the chat.

Troubleshooting

Let me troubleshoot your device and if required I will set up a technician visit for you.
How long have you been getting this issue and were there any troubleshooting steps performed earlier?
Are you using additional router with the modem?
Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.
If possible could you please make a wired connection with your internet modem and run a speed check on http://speedtest.xfinity.net and let me know the internet speed you are getting right modem?

Baxa:-
1. Hotspot:-
Meanwhile I would also like to inform you that during the service interruption, as an alternative you can also access Xfinity Hotspot.
All you have to check the hotspot location map online at wifi.xfinity.com or download the Xfinity WiFi Hotspots app from the App Store or the Goggle Play store.

After downloading the Xfinity hotspot app or visiting the link you need to click on the 'Find a hotspot" tab and enter address, city, state or ZIP code to find a nearby hotspot.
There will be no charges for you to use it and it is free of cost with Xfinity internet service. All you have to do is to connect using your XFINITY user name and password

MY ACCOUNT APP: Mr. Customer, you can also try to fix internet issue, check for service outages, pay bills, manage your account online, see your appointments you can also cancel them using this app - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.

XFI APP: One of our customer's favorite features is XFI app where you can set up your home Wi-Fi and be online in minutes, find your Wi-Fi password, see who's online, troubleshoot issues and even pause home Wi-Fi network access during dinner time. You can also give nick names to your Wi-Fi.

HOTSPOT APP: While waiting, I wanted to share that you can also enjoy our 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 STREM APP: Meanwhile I would like you to know that you as you have our cable services, you can always use Xfinity Stream app, which turns your smartphone into a Live TV. You can stream as many movies as you want, you can also record your favorite shows on your phone. How does it sounds to you?

Payment due

As I can see currently you have the past due of $ 63.78 on the account and I want to inform you that the account is currently not eligible for the payment arrangement that's why the services got disconnected.
,In order to make the account eligible for the payment arrangement the amount of $63.78 should be made today so that the system can restore the services

Issue resolved:-
Awesome, so happy to hear that. I really appreciate it your efforts and cooperation : )
I must say, You are really one of the most understanding, patience and supportive customer I had chatted today.
It has been my pleasure to assist a valuable customer like you today : )
It's you who we need to thank, Thanks for being wonderful part of Xfinity : )

Additional Assistance
You have been very patient and amazing with me today. Probably the best customer I had today : ) Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?
On a personal level I appreciate your patience and warmth approach through out our chat. Before we finish, is there anything else that I can assist you with?

It was really nice chatting and working with you. Is there anything else I can assist you with?

Thank you so much for your time & patience throughout the chat. Is there anything else I can assist you with?

Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?
It was a delightful experience for me to assist you on the chat. We appreciate your business and loyalty as a customer. Please share your feedback by clicking on “end chat” button😀
Thank you for contacting Xfinity. I wish health and safety for you and your family. Please take good care of yourself which is most important.
It was indeed a pleasure to assist a valuable customer like you.
I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.
Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you.
It looks like you've possibly walked away, or have left our session. Thank you for contacting XFINITY Support.


Survey Pitching in issue resolved cases

My goal is to provide you an excellent customer experience. I hope with my little ways, I was able to satisfy you with my service?
Do you have any other questions or concerns I can help you with today?
I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day”

NOTES ON ACCOUNT :
I'll make a full note of what we've discussed and what you're up to so you don't have to repeat everything. You can just advise the representative to look into my documentation so to not repeat yourself again.