Notes

Opening : Thank you for contacting Xfinty Chat support, my name is --. Who do I have the pleasure of assisting today?

Closing : Thank you for choosing Xfinity, have a great day!



Relate/Issue Acknowledgement
Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will check the status of equipment in the system and help you. Please confirm the WiFi Network name you trying to connect ?
I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue. May I have your name and address please?
I apologize for the inconvenience, I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
Thank you for letting us know about this. Nothing to worry, we can take a look on your account for us to know what is keeping you from activating your modem. Rest assured we are here to help.
I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you
I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.
I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Let me go ahead and check the root cause of the issue and fix it.
I totally understand the value of internet service for you and will surely take care of it for you.
I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored.
Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.


Appreciation / Pleasantries
I notice you are with us since _____ and with this I would like to thank you for being with us for over ______ years and counting. We appreciate your business.
Thank you for being on hold
Thank you for your patience
I noticed while authenticating your account that you've been with us for the last ____ years. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
That's not the experience we want you to have as a customer. We want to apologize for falling short
You have been a fantastic team player in helping me resolve your concern.
Happy to help
Thank you for being an awesome customer throughout the chat. We appreciate your business. Thank you for choosing Xfinity.
Thank you for your efforts, I truly appreciate it.

SELF-SERVICE & BAXA

Xfinity xFi App
I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.
I would suggest to give it a try. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview

Xfinity My Account - Internet Troubleshooting
Mr. Customer, you can also try to fix internet issue, check for service outages, pay bills, manage your account online - 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.
All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.
You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.com/support/articles/do-my-account-app

Scheduled Trouble Call
On the day of the appointment you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws close. You can easily view the information via Xfinity My Account App.
I would recommend to give it a try for the upcoming appointment and check the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on https://www.xfinity.com/support/articles/my-account-app-view-tech-eta
Something that can help you is that, with your smart phone, you can download our free and very helpful Xfinity My Account app. With this app, you can see this appointment scheduled. Also, see an estimated time of arrival for the tech, when he provides one. I can send you some information about this app through text or email if you are interested?

Xfinity Hotspots
Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device.
Save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet
You may take advantage of our Xfinity Hotspot. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password.

Xfinity My Account - Cable Troubleshooting
Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.

My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting

Xfinity Flex
-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.





SENTIMENT

Be Warm and Friendly
-A wonderful day! Thank you for choosing Xfinity! This is Agent Name, 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 :) Kindly tell me more about your concern and let's start working on it. (Positive Greeting, Owning the situation)
-I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion. (Appropriate Empathy, Relate to the customer situation)
-That's wonderful to hear! I hope that your day goes greater and smoothly all through out! (Acknowledgement to customer’s response on “How are you doing today?/How’s your day going so far?)

Own It
-Let’s get this sorted out and make a restful day for you. (Confidently owning the situation)
-Let me go ahead and see what we can do together to get this taken care of. To begin, I will now run some diagnostic checks on your modem (Assurance with clear expectations)
-I can see your device is performing well on the Xfinity network, so let's dig a little deeper to determine if there are other issues. (Instilled confidence by giving assurance and owning the situation)
-Let me check what's going on?
-I will be assisting you to get this resolved
-Be more than happy to assist you with this
-I can definitely help you with that
-I can do that for you/ I can absolutely help you with that
-Definitely I will make sure this gets resolved quickly for you.
-We can certainly help you with this

Show Appreciation
-You are part of our Xfinity family, we will take care of everything for you , I just want you to relax and as this issue is on us and we will bring back your smile. (Making the customer feel valued, showing urgency to the customer’s issue)
-I appreciate you working thru it
-We hate to lose you as a customer
-Thank you for being a loyal customer
-I appreciate you bringing this to our attention
-We appreciate your feedback
-We appreciate your business and it means a lot to us
-I appreciate you providing me that information
-Make It Effortless (discuss relevant self-service and how to access)
-Let me go ahead and pull up your account
-As I can see it here
-It shows here that
-You can check the status of your technician any time in My Account
-Paperless billing is hassle-free, convenient, green & secure
-Any other questions
-Anything else I can help you with
-Read Actively and Respond Appropriately
-I can see you are contacting us for
-As per my understanding (paraphrase)
-So what I am hearing you say is
-I see
-I understand

Discover Needs
-Trouble Shooting: ask ITG questions
-Billing: ask questions to understand what the customer is seeing on the bill and resolve
-Video; who, besides yourself, will be watching TV?
-Tell me a little more about what watching TV is like when everyone's home
-Any premium channels and/or Netflix
-Internet: What does your family use the Internet for
-Any gamers in the house ?
-Does anyone ever work from home ?
-What devices does your family connect to the Internet? Roku? SmartTV?
-Voice How do you keep in touch with family and friends
-Do you have a home phone ?/Do you call international?
-XH (see next) any questions around smart home automation & security

Be an Xfinity Ambassador
-Some of my favorite things about (applicable Xfinity product) is that (feature/benefit) / that’s why I love my job
-Mentions of Xfinity apps

Set Clear Expectations
-I am scheduling
-Options for you are
-Does that makes sense
-Next month your bill will

A brief recap
-To summarize what we discussed today I am updating your account (and does add notes per e360 notes policy)
-Your payment for $XX has been successfully applied and your confirmation is
-We can have a tech out there for you on (date) between) (Provide all appt disclosures)
-Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services





Usage Of Xfinity Reward Script for all legible Accounts
-Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}

-I see here that you have been with us for years now. What a milestone! (Acknowledging the customer’s long term relationship with Comcast)
-In meanwhile, I was going through your account and can see that you have been using our services since “Enter Year”. I appreciate your loyalty and business with Xfinity. (Acknowledging the customer’s long term relationship with Comcast)