Notes

Opening............
Hello, thank you for contacting Xfinity. My name is Prerna. I hope you are doing well today. How may I assist you?

How can help.................
1. I would really appreciate if you will help me with your concern so I can assist you better.
2. I appreciate you to taking time to reach out however please be assure I would be happy to help you with your concern.
Please be assured , I am here to help you with your concern and will check the account details for you
3. 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
4. Please allow me few minutes to check the account details so I can share the correct resolution as per your concern .
5. Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.

I wish, I could resume for you and if I had it in my hands I wouldn't hesitate a minute to resume the services. Unfortunately this is a automated system


Address and authentication. ..............................
Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.
Further to ensure the security and integrity of your account please help me with your last 4 digit of the stored payment method on file .
Authentication process is necessary to protect your account from unauthorized access and fraudulent activities. Xfinity takes all the necessary steps to ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.

Thank you for verifying the account before the chat. I appreciate your efforts and cooperation
Not authorized ............
As I have checked you are not a authorized person on the account. To proceed further we need authorized person on the chat . This is to ensure the privacy and safety of account. Please get the authorized person on the chat.

TOG......................
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.




Hold and unhold .....................

1. Allow me quick minute to pull up your account so, I can share the best resolution as per your concern . I appreciate your time and patience also appreciate your business with Xfinity
2. Allow me 1-2 minutes to do some basic checks on your account. Please stay connected till then.
3. Please allow me few minutes to check the account details so I can share the correct resolution as per your concern .
4. I do value your time. However it will take few more minutes of yours. Please stay connected with me.


Thanks for staying connected till I fetched your account details. I appreciate your patience.


BAXA ...................
While waiting I would like to share that. As you have Xfinity Internet so you can have the access to Internet service whenever and wherever you want Hence to provide a world class service and that too free of cost we have millions of hotspot at the access of your fingertips. You can check the nearby hotspots using the link mentioned by clicking "Find a Hotspot" on link : wifi.xfinity.com/
While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.
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}

Self help ................
Just to inform you that you can also download Xfinity mobile App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and manage your account anywhere and anytime. You can also visit following link : xfinity.com/mobile to visit Xfinity mobile Account portal online.
Meanwhile, I wanted to share that you can use the Xfinity Mobile app. And you have many self-service options for managing your account and devices. You can download it on the Google Play Store and Apple App Store if it’s not already installed on your device.


Tenure and Appreciation ......................
We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for being a valuable part of Comcast Family.
I noticed while authenticating your account that you've been with us for the last sometime. 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.

(IF CUSTOMER IS NEW)
Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.


Call request..................
I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you.
However you can share your query with me here on chat and I will try my best to resolve it.
Since you’re looking to have a word with Voice representative, please call us at 1888-936-4968 Xfinity and follow the interactive voice response to have a word with live agent.
Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services


Closing statements ............
1. It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else I can assist you with today?
2. I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.
Cheers to our team work
3. It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat. Is there anything else I can assist you with?
5. It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful troubleshooting partner.
6. I must say you are the best person I chatted today who really understand and willing to cooperate with us. Is there any other concern I can help you with ? I want to give you best Comcast Customer Experience



Transfer Scripts:-
I noticed that you were speaking with another representative. Please give me a moment while I review your previous interaction. I'll be happy to pick up from where you left off.
Hello , welcome to Xfinity mobile support. My name is Prerna. Allow me 2-3 minute to review your previous conversation so that you will not have to repeat yourself and this will be taken care as soon as possible. Your patience is appreciated here.


Outage and Outage credit ..........................................
Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable .
I would like to inform you that there is an outage in your area due to that your services has been impacted . The estimated time of outage resolution is ...

DONT PROVIDE UNTIL CUSTOMER ASK FOR THIS
For the outage interruption I am also applying $ credit on the account.
The least that I can do right now is to at least apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.
Credit will be reflected on your online account within 24 hrs and on your next bill.


Not eligible for repayment plan .........................
I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so.
As a customer myself I would to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.
I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans


Be Warm & Friendly...............
That's wonderful to hear! I hope that your day goes greater and smoothly all through out!
Let’s get this sorted out and make a restful day for you.
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 mobile
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.
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.

Bill Pay ........................
You can pay your bill, without logging in, at https://www.xfinity.com/mobile/my-account/quickpay/start?referrer=navMobile. You would just need to enter your address and your registered phone number on record.


If You’ve Cleaned/Reinserted the nano sim and It Still Isn’t Working
If you’ve dusted and reinserted your nano SIM card, reviewed the detailed instructions for your phone type (links above), and are still seeing an error message, call or text us at 888-936-4968 and we’ll help you figure it out. We can always send you a replacement SIM card if necessary.