Notes

Opening
A wonderful day! Thank you for choosing Xfinity! This is Tariq, your Xfinity Ambassador for today. It will be a great pleasure to assist you today.

May I have your first and last name of awesome customer :)

Great! can you also provide me your full address with zip-code, please?

Kindly tell me more about your concern and let's start working on it.
Hi, *name*! Can you please tell me about your issue so I can help you out?


Assurance/Appreciation

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.

I can relate how it feels when you can't get online when it's very important as staying connected to the internet these days. I will check the status of services and equipment in system and help you with it.

I do understand, This is not a good situation to be in and As a consumer myself, I completely understand the importance of working internet services

Be assured, as you have reached me today, I will take the ownership of your case and ensure that you get the best resolution with me.

I appreciate what you did to try to fix your internet from your end. Let me go ahead and check your account so I can help you out.

Please give me 2 minutes to review your account thoroughly.
How are you doing today?/How’s your day going so far?
Have you heard about Hotspot or stream app?****

BAXA

HOTSPOT APP: While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please click 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.

XFINITY STREAM APP: Meanwhile I would like you to know that you as you have our cable services, you can always use Xfinity Stream app, which turns your smartphone into a Live TV. You can stream as many movies as you want, you can also record your favorite shows on your phone. How does it sounds to you?


Have you heard bout Xfinity MOBILE, it's a great way to save hundreds of dollars year on your cell phone bill! Can I ask your current provider is and how much you re paying monthly?

While waiting, I just want to share to you about our Xfinity app that I personally like as it enables you to do a lot of things like do basic trouble shooting steps, send signals to your devices, manage your appointment and be even updated of the ongoing maintenance and manage your billing information! These are fantastic self-service options at your convenience. You can download the my account app from the App store or Google play store.

*Probing Questions*
1. What is the status of the power light on the gateway? (On, Off or Flashing)
2. Are you using any splitter in between the cable wall outlet and the gateway?
3. Are you using any personal router with the Xfinity gateway?
4. Are you getting the issue on a wired connection or WiFi?
5. Is the issue on a single device or all devices?
6. Please check the coax wire at the back of the gateway and at the cable wall outlet. Make sure it is tight and secure.

What do you mostly use your internet for?
How many devices (computers, tablets, smartphones) are being used?
Are your devices hardwired or do you use WiFi in your home?
What type of online gaming is played in your home?
What streaming services does your household enjoy?
How often are you streaming?
How much data are you using on your internet devices?



Own it

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 modem.
No worries, I'll go ahead and refresh the signals from my end so we can turn things around for you.
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.

Show Appreciation
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.
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}
*name* I appreciate you for the effort, time and patience.

Closing Script(CLOSE STRATEGY)
Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?
Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day