Notes

OPENING:-
# A wonderful day! Thank you for choosing Xfinity! This is 'Nandani’, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)
# cx name- I am glad to have you on chat. Hope you doing well.
# How may I assist you today?


EMPATHY:-
# “Thanks for reaching out about this!” “I'm sorry to hear that you are having trouble.” “I understand how that could be frustrating.” “I'm happy to help!”
# I am here to assist you for your query. I will surely guide you through perfect resolution as per the concern to provide you splendid experience.
# “I understand your situation and know that this is something very important to you.”
# “Thank you for bringing this to our attention”
# “I’m sorry you went through this”
# “I’m sorry you’re facing this issue”
# I completely understand your concern. I surely will try my best to get this sorted over the chat.
# “Thank you for taking the time to drop us a line”
# “I’m working on this right away and will share the update with you shortly. Thanks for your patience.”
# “If I were in your place, that would be frustrating to me as well.”

ASSURANCE:-
# “As humans, sometimes we all make mistakes. However, I will make sure you don’t have to deal with this again.”
# “Thanks for alerting us to the issue so that we can deal with it immediately.”
# “Take your time. I’m here to help you.”
# “Let me help you find a solution for this” / “Let’s see how we can fix this now.”
# “I understand the problem. It seems to have been really frustrating. Rest assured, I’m here to take care of this for you.”
# “Your experience has definitely been unacceptable. I’ll make sure this gets resolved.”
# “I realize that this is a very difficult situation. But don’t worry, you’ve got the right person on the line to help you.”

PROBING:-
# “Please tell me more about what exactly you are facing.”
# May I know is there any error code or error message on the tv screen such as XRE or RDK?
# 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?
# As of this, we tried our best to fix the issue by troubleshooting but it didn't worked. Let me schedule the tech so we can get to the depth of issue and fix it properly.
# May I know if you have done any troubleshooting on your end to get this issue fixed?
# Optional(Cable) May I know on how many boxes are you facing this issue
# Shall I go ahead and schedule the tech for you?
# Please share your best contact number for the tech visit day as the tech will contact you before visit.
#

APPRECIATION:-
# “I genuinely appreciate your patience.”
# “My sincere apologies once again for any inconvenience. Thank you for your time and patience.”
# “You have been a wonderful customer. Thank you for choosing us!”
# “We are happy we could make this right for you. Have a wonderful day ahead.”
# “Thank you for getting in touch about this. You are an extremely valuable customer to us.”
# “I enjoyed talking to you today. I hope you have a delightful day.”
# You are a valuable customer, I would like to appreciate your business and loyalty with comcast.

APOLOGIZE:-
# I completely understand and heartily apologize for the inconvenience caused to you.

XFINITY:-
# While waiting, I wanted to share that you can also enjoy our superb and Spectacular 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.
# Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's a brand new program that gives us another way to say thank you to our valuable customers, ( Movie rental, sweepstakes, discounts, and more!) Sign up for free at www.xfinity.com/rewards to see what offers are available).
# Flex Pitching(Internet customers Only): You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?
# Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote. Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost. Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.
# Xfinity App:
For Cable Customers: The Xfinity app allows customers to easily gain access to self-help information and troubleshooting steps on their devices. Manage technician appointments, including rescheduling. Make payments and view billing information. Allows to manage account and view account information remotely. It allows you to view outage information Application is available on App Store and play store for iOS and android devices.
# For Internet Customers: The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
# Xfinity Stream App: Turn any screen into a TV with the Xfinity Stream app — included with your Xfinity service. You never have to miss must-watch TV. Stream top networks, live sports and news, plus thousands of On Demand shows and movies on any device. Schedule and manage recordings from any device. Stream DVR recordings from anywhere. Download DVR recordings and watch offline. You can download the Xfinity Stream app on your phone or tablet from Play Store or App store. You can either watch online on a larger screen? Visit xfinity.com/stream.
# ACP : You can get $30 discount if you will enroll yourself for the ACP program run by federal Govt, have you headr about it? Xfinity is proud to support the Affordable Connectivity Program and has made it available for all tiers of Xfinity Internet service. Eligible households may receive temporary monthly credit of up to $30 per month (up to $75 per month for eligible customers in Tribal lands) toward their internet service through the government’s ACP program.
ACP Enrollment- Doc ID HOW20307
https://www.xfinity.com/learn/-/cima-login?continue=https://www.xfinity.com/learn/internet-service/ebb
https://www.xfinity.com/learn/internet-service/acp
Do you have any application ID?

NUMBERS:-
1-800-xfinity (1-800-934-6489).
Mobile team 1888-936-4968
Activation team , 1855-652-3446
Movers Team 1888-245-4000
Prepaid 1-855-75-PREPAID or 1-855-757-7372
CSA(Customer Security Assurance) team 1-888-565-4329
Tenant and Business helpline number 1-800-391-3000.

IF CX WANTS CALL:-
# I wish I could but as I ma from the chat department so we don't have the access to call as we have a dedicated team for the same so you may submit your request on 1800-934-6489, The team will check it for you and help you with the same.
# I want to share that we don't have the access to cancel the services over the chat because to cancel the services your voice consent is required so we do have a dedicated team for the same so you may submit your request on 1800-934-6489, The team will check it for you and help you with the same.

TOGGLE STATEMENT:-
# Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

REPO-BUILDING:-
# In the meantime, Keeping aside this concern, hope you are doing well.
# In the meantime, How was your day is going so far?
#

THANKS:-
# Thank you for staying connected.
# Thank you for being on hold.
# Thank you for waiting.
# Thank you for sharing the additional details.
# I want to thank you for your time and patience while resolving your concern, have an awesome day.

BUTTERING:-
# Thank you so much, it really means a lot to me and motivates me to work with more dedication :)
# I must say it was a delightful experience for me to have a customer like you.
# You have been very kind and cooperative on the chat. Customer like you makes us strong.
# That's Awesome! you did it. I really appreciate your efforts and patience. Your satisfaction is my priority.
# Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.
# You have been very patient and amazing with me today, certainly the best customer I had today. I hope that all the issues are addressed.
# You have been very patient and amazing with me today, certainly the best customer I had today.


FOR CANCELATION:-
# -Visit your local Xfinity Store or Comcast Service Center.
# -Email your cancellation request by completing a simple form on this link https://chat.xfinity.com/Forms/cancelService
# -Mail your cancellation request, including your first and last name, service address, account number and phone number, to: Comcast Cable ATTN: Service Change Requests 1701 JFK Blvd. Philadelphia, PA 19103 Note: If you mail or email your cancellation request, we’ll give you a call within two business days to confirm the request.
# -Call us at 1-800-xfinity (1-800-934-6489) and follow the prompts to "cancel service" or "downgrade service."

TECH DISCLOSURE:-
# If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf.#
# You will also get an email with all the details of appointment scheduled.
# You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.
#<CX Name>, I am glad to let you know that I have successfully schedule the technician for you. This Ticket ID is XXXXX and you will also get the email confirmation.
# Shall I go ahead and schedule the tech for you?
# Please share your best contact number for the tech visit day as the tech will contact you before visit.
# I am checking the available soonest slot for you.

PAYMENT ARRANGEMENT:-
# I am really sorry for the previous experience as we don't want to provide this kind of experience to our valuable customers so I will surely assist you with the best and correct information as this is your right to know the right status of your account.
# In the account details I can see that the payment arrangement was not set up properly it was just scheduled so let me try to make it correct once for you.
# I want to share that I have tried to set up the payment arrangement for you but due to the previous broken payment the system won't let me go ahead to make the payment arrangement to restore the payment but I want to share that once the past due clear then your services will be restore automatically.
# As a customer myself I would to help you restore the services today however since the system have verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
# Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.
# I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.
# It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.
# Also I want to share that we do have a past due installment plan in which you would just need to check the eligibility of the account for the same and then you can make the payment in the installments.
# We do have a proper document for the past due payment installment plan in which all information has been shared and you can check the same.
# Please help me with your best contact number or email address so that I can share the document on it.
# It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.
# Thank you for your kind understanding and I really don't want to share the wrong information to the customers to whom I assisting so that I can share the correct information about their account as it is your right to know the correct status of the account so that you can mage it in the same

CLOSING STATEMENT:-
# Before we finish, I want to make sure we have covered everything, do you have any other concern or question I can assist you?
# Great! 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.
# I would love to hear about your chat experience with me today. If you'd like to share your thoughts, you can click the "end chat" option. I would appreciate any feedback on the service and experience I have provided.
# Thank you for choosing Xfinity and have a great day and have a great year! Please take care and stay safe.
# You have been the most pleasant and cooperating customer, Thank you, for being so kind and polite customer.