Notes

Probing and Troubleshooting

What has been the steps taken to activate the device?
can you tell me about more you've done so far?
may I know what is your specific issue /concern?
I just want to confirm what is your concern all about?
May I know the four digit of your cable box that do you want to activate? please?


ROAD MAPPING
“Here is the plan to fix this. I will be asking a series of questions for me to better understand the issue and help me you resolve it with the right tools and troubleshooting guide. I will be needing your cooperation throughout the process.” “I will be needing to ask you to perform some steps to check what is stopping us from communication with the internet box. We will send signals and update the credentials as part of the activation process and you will be eyes and ears today!


SAMPLE LIFESTYLE QUESTIONS·
What is your mobile service provider?
How much are you paying every month·
It is a GB plan or unlimited, family shared plan?·
What type of device do you want? Android or iPhone?·
Are you looking into Bringing your own device or getting a new phone? Do you own the phone or we still owe something from that?·
How much data do you usually consume on a daily basis?·
Are you fun of streaming? Online games?




“I have a different provider”
“I certainly understand your loyalty based on the good service that they have provided to you but Xfinity if better. Moreover, you can obtain that same level of service with us for far less out of pocket each month”.




"I already heard about it.
"That's awesome. " Pay less and get more data options". I am glad that you heard about Mobile Plans and to provide you an overview aside from data plan options, we also offer unlimited and nationwide talk and text saving up to $400 a year on your wireless bill. Let me review your account to ensure that you got the eligibility code, and you are all set. 


 Customer is doubtful and unresponsive. 
I understand that you are undecided as of now. I respect your decisions but if you will allow me to discuss the amazing features and promotions we currently offer, I will be happy to do that. In this third world generation, keeping updated of the latest news and lifestyles is a great edge and Xfinity mobile plan will help you. get the best price for two lines of unlimited data at $30 line per month. Xfinity Unlimited intro service and xfinity internet required. Best price comparison based upon 2 unlimited lines and lowest price for unlimited 5g plans of top 3 carriers. Reduced speeds after 20 gb of usage/line. Taxes and fees extra. Data thresholds and actual savings may vary.




"The price is high." 
 I understand due to pandemic we have to be conscious with our financials.  But if you can give me time to discuss a short overview of the products and service you can get if you grab our Mobile phone service plans. Xfinity Mobile combines America's best LTE network with an unmatched speed of 5G plus millions of Xfinity Wi-Fi hotspots that creates a network that is rated #1 in Customer Satisfaction by the American Satisfaction Index (ACSI). With wide savings and flexibility, you save up to $400 a year on your wireless bill. We can visit to Xfinity.com/mobile to purchase online, or you can contact 888-936-4968.



"I will think about it." 
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)


“I have a different provider.” 
“I certainly understand your loyalty based on the good service that they have provided to you but Xfinity if better. Moreover, you can obtain that same level of service with us for far less out of pocket each month”.


“I am not interested at this time” 
“I understand you. Please know that this is a way for you to save money  and qualify for Xfinity Mobile service. You can save up  to $240 discounts annually towards your internet service and a chance to get more discounts if you bring your own device. Let’s review real quick the qualifications and  terms to be eligible. I am sure you’ll love it!



 I’m on a contract”
 “I totally understand! I wanted you to be aware of the service and the savings. Between trade-ins on current devices and monthly savings, many customers find real value Xfinity Mobile”. This is an exciting offer which you can save more money and enjoy the best data options from Xfinity”. Let me discuss on how we can save up to $20 towards your internet bill with an estimated $240 savings every year.




FOR NEW CUSTOMER
Thanks for becoming an xfinity customer! Did you know that as part of the xfinity rewards program you already have rewards waiting for you just for being a customer? Download the xfinity app to join and browse your rewards. It's our way to saying thanks.


FOR EXISTING CUSTOMER

Thank your for being a member of our gold tier! As part of our xfinity rewards program, you have access to all kinds of good stuff. It's free to you and you already have a rewards waiting. Download the xfinity app to join and browse your rewards. It's our way to saying thanks to our valued customer.

if customer is not yet joined: To get treated to simple delights like movie nights, family activities, and exclusive xfinity discount.

if customer already joined: I'm glad you already joined xfinity rewards you can use the xfinity app for activating your service checking and managing your account and discovering the xfinity rewards perks and experiences already available to you.