Notes

IMPORTANT: REFERENCES (FEB.23,2023)

HOW11637Technician ETA Call Handling


Sample Spiel:

Conversation Stater:


Xfinity mobile can save you hundreds of dollars a year on your mobile phone bill, can I ask who your current provider is?
Xfinity mobile can save you hundreds of dollars a year on your mobile phone bill, can I ask who your current provider is and how much you are paying monthly?
You can also save hundreds of dollars a year by switching to Xfinity Mobile, can I ask who your current provider is?
You can also save hundreds of dollars a year by switching to Xfinity Mobile, can I ask how many lines you are currently using?
With Xfinity mobile you can save hundreds of dollars a year, can I ask who your current provider is?
With Xfinity mobile you can save hundreds of dollars a year, can I ask who your current provider is and how much you are paying monthly?
You also qualify for Xfinity Mobile, I can save you hundreds of dollars a year on your mobile bill! May I ask who you current provider is?
You also qualify for Xfinity Mobile, I can save you hundreds of dollars a year on your mobile bill! May I ask how much you are paying monthly?
You also qualify for Xfinity Mobile, I can save you hundreds of dollars a year on your mobile bill! May I ask who your current provider is and how much you are paying monthly?


- While waiting for your modem to respond to the signal, do you know that you can enjoy your Xfinity service anytime anywhere? With Xfinity Mobile you can enjoy most reliable 5G connection and get unlimited connection at the same time, sounds great isn't it?

- I've heard that your child loves to do streaming online. How about letting them do what they want from their mobile phones or tablet even if they're in the park or coffee shops. With Xfinity Mobile Service, we got that covered, how does that sounds?

- As I reviewed your account, you are eligible to have Xfinity Mobile Line. I would love to share that our Xfinity Mobile service is made to save you money. You’ll receive unlimited nationwide talk and text, and access to millions of Xfinity Wi-Fi hotspots. As well as all of the latest phones are available, it's great isn't it?
- While we're working on your account, I noticed that you have not taken advantage of our awesome Xfinity Mobile Service. Do you have a mobile service right now?

- While waiting for the device to respond, We really value your business with us, let me take this chance to share our best Mobile offer. Have you heard about Xfinity Mobile Service?



*** I can't help sharing the best of XfinityMobile can offer. Won't you mind providing me your birthday and SSN so we would have better view for our great mobile deal?
*** I'd love to share the best deal that XfinityMobile can offer. For us to view current eligible promotion from your account, we need to have your birthday and SSN for security purposes.



*** Xfinity invested a-lot when it comes to account security. There's no need to be worry about, since we got everything covered from here.
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I'm glad to know that your issue has been resolved and that, you're now able to enjoy your internet, phone and cable service. As a valued customer, we would like to share you limited-time offer that you don't want to miss on.



With Xfinity Mobile, we can use as much data as you want with the Unlimited option for you. Enjoy Unlimited multi-line pricing based on the total number of lines on your account, including tablets and lines using By the Gig data. It's a mobile plan shouldn't be one size fits all. Enjoy multi-line pricing even when you mix shared By the Gig and Unlimited data options.



Advantage:

- Best coverage in and out of home

- Fast nationwide 5G Network

- Most reliable connection! Access and stay connected to the network, anytime and anywhere!



With Xfinity Mobile, you can pay for what you use. So you'd never overpay and there's no any hidden charges with it. On the other hand, Xfinity Mobile offers you secure Wi-Fi hotspots to help you use less mobile data once you're on the run.



Don't hesitate - this offer won't be available for long and we would like you to take advantage of this amazing opportunity where we knew that you won't regret it!



We appreciate your business and are committed to provide you with the best possible service.



***

CLOSING SPIEL FOR SALE


Setting Proper Expectation
- To ensure that you take advantage all of the savings we covered today, Let's go ahead and jump into the mobile order and start those savings right away!

You will receive an order confirmation regarding your order service. You may also receive an email, text, or automated call, asking you to verify your identity. Don't worry, that's to help protect you! If that happens, you'll have 72 hours to provide the requested information, or the order will be cancelled. And you miss out on those great savings!

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Discover Needs
- Did you know that with Xfinity Mobile, you have access to 5 mobile lines with no access fees? Those 5 lines can split a data plan for as low as $15.00 USD/month through ByTheGig.

- How do you use your internet service? Do you know that you can do stream or Netflix anytime, anywhere even outside your home? With Xfinity Mobile, you can maximize your services even if you're on the run. Amazing isn't it?

- Having said that you do have college student or child that's studying from home. Would you consider having Mobile Service, so they can do research anytime, anywhere? With Xfinity Mobile, we got that covered. Does that sounds like a plan?

- How much do you pay for your current Mobile Plan? Are you aware that with Xfinity Mobile, You can enjoy Unlimited service with 5G network for just $30 USD/month per line when you get four (4) lines with our new plan pricing.



Be Warm and Friendly
- I would love to show you how Xfinity Mobile is a great way to save money every month. With most reliable network with 5G network and millions of secured WIFI Hotspots. How does that sounds?

Own It
- I am so excited that you have decided on Xfinity Mobile today. Before you leave, I would like to help you download the Xfinity Mobile App, so you can begin to manage your data usages and alerts.

Show Appreciation
- Thank you for giving me the opportunity to discuss your needs to day.

- I am happy to know that you're excited to learn more on your Xfinity Mobile Plans.

LARA
- I heard you say that you need a way to bring your bill down. Have you explored our Xfinity Mobile Options with no line access fees and plans that starts as low as $15.00 USD per month through ByTheGig. Sounds affordable right?

- I've heard that you guys are always on the run, would we consider having reliable 5G data plan to keep you connected online 24/7?

Xfinity Ambassador
- Our customer who have Xfinity Mobile and can't get over the saving they have each month, Plus they are always in control of their plan. They can even monitor services anytime, anywhere since we do have Xfinity Mobile Plan to take caver. Isn't it amazing?
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Technician visit charges processü 
Follow ITG effectively for this will help route to a correct technician reminders and resolution.
ü  Reinforce POL1157 – Chargeable visit policyü  Review job completion comments for any possible courtesy credit on tech visit (HOW12245 – Standard Service Call Resolution Codes)
ü  Highlight technician visit benefits and the utilization of the app Tips and Tricks for customer education
:o    Discuss the action taken how the issue was fixo    Disclose demarcation ( Comcast issue or not) which involves GSK installed process.
o    Customer education on the possible charges (chargeable and non-chargeable visit) Selling the Value of Technician Appointment
o   Set ExpectationProvides clarity and structure for both the customer & agent to get everyone on the same page.Creates a reference point when previous troubleshooting actions did not work.Builds a sense of trust in the recommended resolution.
o   Keep Customer Informed
Providing relevant and valuable insights into the actions taken and next steps, ensures the customer is clear, comfortable, and confident with the solution. We can avoid ‘Shotgun Approach’ by which customers feel that no support/attempt to resolve was given and a conclusion was given prematurely to end the call.Values customers’ time. Some customers are in a hurry and would like to have an idea how much time is needed fixing the concerno  
*Be Sincere, feel
Customers feel sincerity. Telling the customer about a needed tech visit (especially a chargeable one) without any emotional investments provide an impression that we’re just ripping the customer’s wallet!They don’t care how much you know until they know how much you care for them. Customers will respond instead of react. This means that they know you did what you can, and instead of bursting – they become more capable of rationalizing their own emotions.Helps you empathize and develops a much-needed personal approach on addressing concerns – which greatly influences tNPS.
o   Value Appointment as a resolutionGain confidence when offering a tech appointment as a resolution.Helps the customer understand what can be done over the phone – and the boundaries of what a CAE can do. Also informs them of appropriate channels and demarcation when dealing with technical issues.Helps the customer see the value of a tech appointment, and what things can be done by physically attending the affected equipment.  LARA: Listen to understand, not listening to respondTips and Tricks to be an effective listener: Responding too quickly can have a negative impact on the conversation. Responses that are too generic or lack of follow questions makes customer think that we are not engaged in helping them with their concern.ü  Listen and understand the reason for contact after the greetings.ü  Pause for 2-3 seconds and process the ideaü  Mentally collect the key words that you find are giving the customer most of their troubles and means the most to them.ü  Do not assume and mentally process the resolution right away. ONLY process customer words. 
Listen to Understand and build trust ü  The goal is to make the customer feel we’re on the same team as them.ü  Avoid Simple repeat the customer statement back. Try to respond by referencing their specific issue and ask clarifying questions.ü  Avoid generalized on nonspecific statements that do not demonstrate that you are engage in finding the resolution.ü  Adding details that is specific to customer concern shows that you understand the  demand and can take action to resolve them.ü  Always be sure the customer finished what they say before responding this will help avoid any verbal/written collisions. 
*Words that work
“From what I understand …”o  
Let me confirm you are reaching out because…”o  
I understand why you feel that way...”o  
I completely understand what…”o  
Based from what you have told me about your internet, I recommend…”o  
I completely understand how you feel and what you are going through…”o  
“ you got me here.  I would make this same phone call if I were in your situation…”o  
Let me make sure I got everything here, Just to confirm…”
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Be and Xinity Ambassador expert! Please review and must be leverage in all calls. 
Application Starter Questions BenefitsXfinity App* What is the most convenient device do you usually use?*In managing your account online, what device you usually use? A phone, tablet or laptop* How do you usually manage your account?*When encountering issue with your service, how do you usually ask assistance? Or contact Xfinity?*How do you usually check your bills? Is it through online or paper bill? PRD1150-Xfinity App OverviewHighlight the Benefits:1. Account Management - this includes viewing of bill amount and due date, details of outages and billing cycle data usage2. Resources and Supports -Learn about Comcast privacy policies, "Do not sell my info" disclosures, locate Xfinity Wi-Fi hotspots, submit feedback , explore help and support forum and chat with Xfinity Assistant.3. Manage network with Customer Xfi gateways - this can help view and customize wireless gateway settings, activate Xfi gateways and Xfi pods and others benefits.Xfinity My Account AppHOW7147-What Can I with the Xfinity my Account App?Highlight the Benefits:1. View bills2. Review account information3. Check Appointment details and able to reschedule and cancel options4. See your Xfinity TV, internet, Voice and Home service5. Help and Support which can request callback from an Xfinity representative, FAQ's and outages information’s.Xfinity Mobile App*What device you usually use for convenience in getting updates and information about your Xfinity mobile account?*How do you usually manage your Xfinity mobile account?*How do you manage you bills/payment with Xfinity mobile?HOW13170 - What is Xfinity mobile App?Additional Guide: https://xfinitymobiledemo.com/Highlight the Benefits:1. Manage and view data usage. This includes switch data options and add lines passes.2. Billing details which includes onetime payment, make payment for device payment plan, view past orders and update payment method.3. Account info and Support in which we can update account contact information, view account number and get additional support via Xfinity Assistant.Xfinity Stream App*How do you usually spend your weekend with family?*Aside from watching news and favorite shows in TV, are you also fun of doing it in your mobile device? Or desktop?* Which is more convenient for you to use in streaming? Mobile phones/desktop or through?PRD1255-Xfinity Stream App Overview-AgentHighlight the Benefits:1. This provide access on live TV and on demand streaming of full line up ( In home)2. Cloud DVR Access3. TV go streaming4. Able to download on demand programs5. Watch and download purchasesStart watching a popular selection of live news, sports and Xfinity on Demand shows and movies.
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Self Service Option  Xfinity My Account App Account ManagementBills payment online Enroll in paperless billing and auto payPay delinquent account balance to immediately restore serviceView account information (name on the account, account number, billing & service address, security pinAccess the Admin Tool to change Wifi name and passwordAppointment InformationManage Technician appointments, including rescheduling.Technician’s estimated 30-minute arrival windowHelp in TroubleshootingSelf Help videosTV ITGsRequest for a callback Xfinity App / Xfinity xFI app – PRD1150Destination for internet customer to get the most of their service.Account ManagementView current bill amount and dateView plan details and outage mapsIn Home Network Management Features (Owned Equipment)View online/offline status of your modemRestart your modemRun a speed testView Xfinity video devices on your accountTroubleshoot Xfinity video devices and check on service-impacting outagesFind nearby hotspots with the interactive mapPair, view and manage Xfinity CamerasLink and control some Works with Xfinity devices (Xfinity Home required) In-Home Network Management Features for Customers with xFi GatewaysActivate an xFi Gateway or xFi PodsView and customize wireless gateway settings, including:Your network settingsYour WiFi network name (SSID)Your WiFi network key (password)Parental ControlsYour public Xfinity WiFi hotspot setting (turn it on or off)Restart your xFi GatewayEnable/disable Advanced SecurityRun speed testsView network activity notificationsAdd and control Smart Home Devices such as lights and thermostatsView devices connected to your WiFi networkPause/Unpause profiles or devices connected to your WiFi networkCreate/Manage xFi profiles24/7 Video Recording and live camera feeds2-way audio for compatible Xfinity Cameras and Xfinity Video Doorbells Xfinity Remote App- PRD1075Search for programs, networks and sports teams.Tune your TV to a channel, an On Demand movie or show or to a DVR recording whether you're in front of the TV or in another room.Manage DVR recordings from your mobile devices anytime, anywhere (X1 Cloud DVR and non-X1 customers). Xfinity Wifi Hotspots App- PRD1130The Xfinity WiFi Hotspots app allows users to quickly locate Xfinity WiFi and CableWiFi hotspots on their mobile devices.The app allows customers to search by address or using the interactive map.Users can easily get directions to the closest hotspot and bookmark hotspots for future reference.When installing the app, it installs an Xfinity WiFi secure profile which allows the device to connect to a secure Xfinity network.Other users can take advantage of free complimentary sessions, or purchase an hourly, daily or weekly access pass.With speeds as fast as the customer's home Internet connection, customers can download music, upload photos and even watch TV.Logging in is easy. All that's needed for customers is an Xfinity ID and password – no software required.The customer will be taken through a captive portal to validate their credentials.The network (SSID xfinitywifi, SSID XFINITY or CableWiFi when traveling outside of Comcast areas) is easy to use on a smartphone, laptop or tablet.Once the user has successfully signed in, their device will automatically connect to the network without needing to sign in again.Each device must be registered independently.Automatic sign-in is not supported at partner network hotspots (these are identifiable on the hotspot location map).If a customer has an Apple device with the Mac Randomization feature turned on, they will be asked to sign in again if they have not accessed the network within six weeks or more.Users can download the Xfinity WiFi Hotspots app for iOS, Android and Mac devices to easily search for and get directions to Xfinity WiFi Hotspots when on the go. Xfinity Stream App- PRD1255Customers can turn any Apple or Android smartphone or tablet into a personal TV screen using the Xfinity Stream app.Stream live news and sports, schedule DVR recordings, watch thousands of Xfinity On Demand shows and movies, and download your DVR and purchased movie library. Plus, rent or buy movies and shows (Android devices in-app and from xfinity.com/stream in your web browser) and watch on the small screen or the big screen. Note: Pay-Per-View programming can’t be streamed through the app at this time.