Notes

teps 1 rapport building

* hi test nice to have you on chat. i will help you to sort out the issue

* A wonderful day! Thank you for choosing Xfinity! This is Amninder, 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 :)

* Kindly tell me more about your concern and let's start working on it

* 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

* 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}

* As I am customer myself and I know that it is definitely not a good situation to be in.
I just wanted to inform you that I will take 2-3 minutes for me to pull up your account details to help your with your services

* or, 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

* Thank you for the additional information

* May I know since when you are getting this issue?

* Are you using any personal router with the Xfinity gateway?

* Are you getting the issue on a wired connection or WiFi?

* Are you using any splitter in between the cable wall outlet and the gateway?

* What is the status of the power light on the gateway? (On, Off or Flashing)

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# Own It



# Let’s get this sorted out and make a restful day for you. (Confidently owning the situation)

# 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 (Assurance with clear expectations)

# 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. (Instilled confidence by giving assurance and owning the situation)

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apprecaition

* I appreciate your efforts and time
* I appreciate you for the effort, time and patience
* I appreciate you for the help
*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.
(Making the customer feel valued, showing urgency to the customer’s issue)

* I see here that you have been with us for years now. What a milestone!

* In meanwhile, I was going through your account and can see that you have been using our services since “Enter Year”.
I appreciate your loyalty and business with Xfinity.

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xfinity reward


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}


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# bexa


* MY ACCOUNT APP: Mr. Customer, you can also try to fix internet issue,
check for service outages, pay bills, manage your account online,
see your appointments you can also cancel them using this app - all on the Xfinity My Account app.
The app is exclusively for Xfinity customers and available on Google/Apple Store.
If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.

* XFI APP: One of our customer's favorite features is XFI app where you can set up your home Wi-Fi and be online in minutes,
find your Wi-Fi password, see who's online, troubleshoot issues and even pause home Wi-Fi network access during dinner time.
You can also give nick names to your Wi-Fi

* HOTSPOT APP: 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.


* XFINITY STREM 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?

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# cable - stram / internet - hotspot

* if cx using cable and having issue then cx aslo use stream app

* Meanwhile I would also like to inform you that during the service interruption,
as an alternative you can also access Xfinity Hotspot.

* All you have to check the hotspot location map online at wifi.xfinity.com or
download the Xfinity WiFi Hotspots app from the App Store or the Goggle Play store.

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# Mie-self help- xfinity app


Amazing, you can also download our My xfinity application to further troublesoot or schedule call back and to manage your account online.


recap- summarize

* 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