Notes

Account holder name
Phone Number
Service address
Account ID

Verification

OTP to Phone # associated with the account
OTP to Email under the account
last 4 digits of SSN
last 4 digit of stored method of payment on the account
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xfinity ID -
is a system generated 16 numbers that starts 8 and can be used to create a account to xfinity and can access billing, can do basic troubleshoot, and can open articles for basic troubleshooting

Conversation Flow
Start
*Be warm and friendly
*Listen Actively and Respond Appropriately
*Show Appreciation
Solve
*Own it
*Discover Needs
*Make it effortless
Sell
*Be a Product Ambassador
Summarize
*Set clear expectations

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To be eligible for Internet essentials
* National School lunch program
*Medicaid
*Foodstamps / Snaps
*Housing Assistance Program
*Temporary Assistance for Needy Families
*Supplementary Security Income (SSI)
* Tribal Assistance Program
*Women, Infant, and Children
*Federal Pell Grant

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Amnesty - is a program for customer that has past due or delinquent account, is that they can apply for internet essential but not eligible for upgrade or add on.

if the customer paid his/her past due, the amnesty will be clear and he/she can upgrade after the next
billing

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ACP Hotline (877) 384-2575
https://www.xfinity.com/learn/internet-service/acp

Affordable Connectivity Program

Who Is Eligible for the ACP?
A household is eligible for the ACP if the entire household income is at or below 200% of the federal poverty level (for example, $55,500/year for a family of four or $27,180/year for an individual) or if one member of the household meets any of the following criteria:

• Qualifies for the federal Lifeline program, including:
o Medicaid
o SNAP
o Supplemental Security Income (SSI)
o Federal Public Housing Assistance
o Veterans and Survivors Pension Benefit
o Tribal Programs for Residents for Qualifying Tribal Lands
• Receives benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision.
• Received a federal Pell Grant during the current award year.

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How do you help an existing customer sign up for ACP in Eisntein360

1. Locate the customer in Einstein360

2. Select ACP Enrollment in plan to initiate the ACP application via text or email

*exiting customer must be enrolled via this flow, and cannot enroll for ACP during and order at this
time

3. The Customer enters their information on the national verifier form to be submitted for verification

4. Once the customer completes their application, they will return to XOE and approve the change

5. Once the Customer enters their information, the national verifier will confirm their eligibility. Upon
successful application, the customer will receive an email status update within 3-5 business days that
will confirm their registration.

6. If approved, they should see the ACP benefit on their next bill.

If your customer in unable to complete their ACP application, or would prefer to complete it on
their own or at a later date, thy can always sign up at xfinity.com/acp


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To return their equipment

1. they can return the equipment by themselves by going to the nearest xfinity store

2.For pick they should print the return form xfinity.com/returns

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Prepaid Customer With ACP.

* 30 Days refill per Month

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NPS (Net Promoter Score) Overview

Calc. Promoter - Detractor / Total # of surveys

Promoter - 9 to 10 = 100%
Passive - 7 to 8 = 0%
Detractor - 0 to 6 = 100%

ex. 200% (Promoter) - 100% (Detractor) / 2

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S1- Start
S2-Solve
S3-Sell
S4-Summarize

Be Warm and Friendly

*Caring
*Friendly
*Conversational
*Tailor approach to situation
*Thoughtful
*Authentic

Own It

*Can do attitude
*Shows initiative
*Knowledgeable
*Resourceful
*Accountable
*Committed
*Confident
*I've done everything I could to assist the customer

Show Appreciation

*Respectful
*Courteous
*Values the relationship
*Individual Interaction
*Demonstrates patience
*Appreciative for the customer's business
*Acknowledge customer's patience

Make it Effortless

*Efficient and accurate
*Keep it simple
*Transparent
*Value customer's time
*guide the interaction
*Educate on relevant self-service options
*Proactively prevent future contacts

Listen/Read Actively & Respond Appropriately

*Fully engaged
*Mirror customer's tone and pace (as appropriate)
*tailor response
*Paraphrase customer's issue
*customize
*Timely response
*Acknowledgement

Discover Needs

*Ask relevant, clarifying question
*Identify customer's needs based on lifestyle
*Clarify understanding
*Collaborate w/ cx
*Be strategic in dialogue & line of questions
*proactively prompting
*Thoroughly research the customer's account to define the opportunity/ issue, and arrive at the best *solution

Be an Xfinity Ambassador

*Be Xfinity proud
*product expertise
*identify relevance
*enthusiastically educate the cx
*communicate the value
*promote the brand
*raise awareness
*explain features/benefits

Set Clear Expectation

*Summarize the interaction
*Confirm understanding and that the solution meets expectations
*Review what, how ,why
*Explain next steps
*Keep customer informed..

National Authentication Policy: POL1096
Risk Management Checks: POL1941, POL1582, and HOW6184
Unified Notes Policy: POL2087

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Scenario

Customer called to to upgrade to IE+

customer is in amnesty program

Inform user that he/she can't upgrade due to the amnesty program
He/she should wait for the amnesty program to expire and call back us again to upgrade to Internet +


Regular customer to Apply ACP

- Authenticate
- Gather Information (ACP App#)
- Manually Add the ACP Code or complete to enrollment process
- Capture the approval of the Cx.
- Educate to wait 48hrs.
- End of Call.


If disconnected
* let them know to pay off first the balance of we can reconnect the service

Regular Customer wanted to downgrade to IE
* Advice to apply to National Verifier and apply for Affordable Connectivity Program
* callback once they get a email for verification form National Verifier so we can complete the
application for downgrade to IE Plus
*

Daniel
7894561234
maria infontes

authentifcation documents

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Xfinity Transfer of account (Deceased) .

* at least legal age (18 years old)
* present a Government document from |
* Government issued ID