Notes

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CALL FLOW


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1) Smart opening spill
Common IVR Concerns 

What It Might Sound Like 

○“It took too long for me tospeak 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 callback 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 … ”


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

***********XM Starter question********
○How much mobile data do you normally use?
○What is your current provider? How much are you paying every month?
○Are you in a single plan or family plan?
○What does your family primarily use the internet for?
○What is most important to you and your family when it comes to surfing the internet and having fun at home? What device do you usually use for streaming? Laptop or Mobile Phones?
○How often do you usually use your phone?
○How do you usually manage your internet service at home?
○Do you have kids who are doing virtual classes and currently connected to internet?
○Are you fun of travelling? What is your back up data plan?


*****************Features and Benefits:  ********************
   -Up to 10 lines per account with no phone line or activation access fees for Xfinity Internet customers.
-New Xfinity Mobile customers are eligible for up to five lines upon activation and may eventually become eligible for up to 10 lines based on several factors, such as payment history.
-New Xfinity Internet customers with pending installation are eligible for up to two lines. Please see the Eligibility section below for more information.
-Unlimited nationwide talk and text.
-Access to millions of Xfinity WiFi hotspots.
-International roaming with Xfinity Mobile's Global Travel Pass or “pay-as-go" rates.-No term contracts.
-Customers can cancel service at any time without penalty, but they are still liable for any remaining device payments and service charges.
-Customer service on your terms – call, text or chat with us 24/7.

Ways to Save Money 
○Mix and match your chosen By the Gig data amount with Unlimited lines.
○Switch between By the Gig and Unlimited.
○Change to a larger or smaller By the Gig shared data amount.
○There are no activation fees

**********************XM overcoming objections******************
○“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. 

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