Notes

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CALL FLOW


*********************S1*************************

1) Smart opening spill    

2) AER
- Always acknowledge  the customers effort           
- Don't forget  to use power words            Statement :ex:           
-" I really understand how you feel (name of the costumer)                 Because I work from home and I cant do my work properly if I don't have any internet access , so internet service is very important                 to me .This is troublesome for a lot of folks; however, I've handled this problem before. I'm confident that we can handle                                 this together."   

 ○Educate the costumer about the problem, provide a clear view why the costumer experiencing the issue..  

 *Pull up the account  

" Let me pull up your account first"   

3) Best CALLBACK number   
-"Can I have your best callback number please"-

- "Is the number that ends with xxx is you best call back number." 

  *******************S2 troubleshooting process **********************  



4) *Probing Question -

○" Can you please tell me what kind of device that has an issue." -
○" Is this for activation or this is working before."  -
○"what have you have done so far." -
○"Can you please tell me the status light of the modem." -
○"Can you please cheek if their a power  outage in your area before we proceed in activating you GATEWAY  

- Ask proving questions  
- Always acknowledge  the customers effort  
- Don't forget  to use power words    


*Road  mapping    ( make sure that its short but concise,  TIME IS GOLD ) 


 ○Then the Golden Rule             
- " READ and FOLLOW the ITG"      









*******************************S3- Pitching****************************** 

- ask some lifestyle questions  

5) Sell Xfinity Mobile  

 SELLING 

  life style questions Its dependent in the costumer, just "FIND A VOID THE FILL IT"   

 - Find the customers need then give it a touch.
If it respond quickly grab it ,If not continue to bait more the costumer . 

1- You must build a strong connection, if possible personal connection.  

2- Then connect the  Xfinity Mobile to the personal need of the costumer, then. 

3- Educate the customer about the benefits of the XM, also the Xfinity REWARDS. 

4- Highlight the savings and promotion first .  also, compare the monthly cost of the costumer  in him/her current  service provider, if theirs any. 

 5- Then Connect it again to the to the personal needs of the costumer . 

6- Educate the costumer about the Xfinity wifi hotspot. 

7- you must offer to the costumer to open an account. 

8- Then introduce the ACP.  if applicable    


6) SSO   



Xfinity my account app

  The Xfinity My Account app allows you to easily gain access to self help information and troubleshooting steps on your mobile device. you ca pay your bill, you can also enroll in paperless billing , manage payment method, view account information and many more , you can cheek the Xfinity My Account App overview on the internet .

   Xfinity App


  You can experience to set up and activate your own service.
And, once they’re set up, the Xfinity app has everything they need to improve their home network with tools like the internet speed test, troubleshooting with the Xfinity Assistant and 24/7 real-time support. You can use it to:         

manage your billing and make payments
,Manage identity and view account details.
Manage account security and update password.
Manage appointments and find Xfinity Store locations in your areas.
Manage plan, see Internet Usage Meter, and access offers to make changes.
View details about Xfinity Mobile bills, including:
and more you can cheek the Xfinity App online.

 ACP   


The ACP is a federal government program designed to help households connect to internet and mobile services.  The ACP provides a monthly household credit toward any tier of Xfinity Internet service and/or Xfinity Mobile for the duration of the program. The amount of the credit depends on the rate for the services selected.
If your eligible you can receive a credit of up to $30 per month ($75 per month for customers in qualifying Tribal lands) toward your Xfinity Internet, leased internet equipment and/or Xfinity Mobile after completing the enrollment process.    


***************************S4************************** 

7)Recap

  

"Thank you for continuing business with Comcast. Have a good one. Goodbye."


 closing Spill