Notes

____IVR____
It took too long for me to
speak to an actual person.”

“We understand your time is valuable, so our automated system is designed to attempt
to resolve your concern right away. If it’s unable to, it’ll route you to an expert like me,
and I’ll do everything I can to assist you in a timely manner.”

“Why did your automated
system offer me a callback or
have me wait on the line while
it reset my equipment!”

“The automated system is designed to provide quick resolution for many of our
customers concerns. If it is unable to resolve your service issue, it will jump start the
repair process prior to being connected to an agent. This way you can spend less time
on the phone with us and more on time on the items that matter to you.”

“Your automated system
didn’t understand what I was
saying. It didn’t recognize my
responses.”

“Thank you for sharing this feedback with me. I know it can be frustrating when an
automated system does not recognize your responses. I recently had a similar
experience when I called a company and realized that my background noises were
interfering. Many factors can have that impact. We are constantly improving the
efficiency of our automated system. I’m confident your next experience will be better,
and I’m glad that you got me on the line to take great care of you today.”

“I want a person to handle my
concern, not your automated
system.”

“I enjoy helping my customers and fully understand where you are coming from. We
always want to be mindful of the time and energy it takes for you to call in. Many of our
customers’ issues/concerns can be conveniently handled by our automated system. It
attempts to resolve your issue or concern, so you don’t have to take more time out of
your day to speak to an agent.”

“Why do I have to provide so
much information to your
automated system before I
can speak to someone?”

”I appreciate your question and am happy to answer it. Our automated system
completes the verification process and gets preliminary information from you to transfer
you to an expert in the right department to handle your concerns. We’re mindful of your
time and privacy, so when you’re already verified by the automated system we’re able to
start assisting you right away. It looks like you are calling regarding…, is this correct?
How can I assist you?”

“It’s very difficult to make a
payment through your
automated system! Can you
take my payment?”

“I completely understand you want it to be simple and easy to make your payment. Our
automated system is designed to ensure we keep your financial information secure. I’d
be happy to walk you through our available self-service options so you can make your
payment when it is convenient for you to do so. In addition to our automated system, you
can make your payment online or on the Xfinity My Account App 24/7.”

“I didn’t hear an option on
your automated system to
help me with my question.
Can you assist me with…?”

“I’d definitely want to speak to a live agent, too, if the automated system didn’t answer all
my questions. Many customer concerns fall into the categories of billing, technical
support, or other concerns. Our automated system routes you to the best department
based on the information provided, and we’re continuously making updates to capture
our customers’ unique needs. I realize the importance for you to speak to someone who
can properly care for your concerns. Rest assured, I’m the right person to assist you.
Please tell me more about…”

“Your automated system just
sent me through a
continuous loop. I had to call
back in to speak to
someone.”

“First, thank you so much for calling back in and being patient with our automated
system. A loop may occur when a response isn't recognized or the time allotted for that
response runs out, so your feedback really helps us make the right improvements. We're
continuously updating our automated system to make it easier for valued customers like
you. Rest assured, now that you have me, I'm committed to fully taking care of you
today.” ... "I see you’re calling about … ”