Notes

CLOSEING
1 My pleasure to assist a nice customer like you, thank you for being such a kind and cooperative customer and I appreciate you for the business with Xfinity.
2 I would love to hear your thoughts on the experience I was able to provide you today. I really appreciate feedback on the service and experience I have provided you today. If you’d like to share them you can click the “end agent chat” option

APPRICATE
I appreciate your efforts and time
Let’s get this sorted out and make a restful day for you.
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

Be assured I will help you as much as possible

AUTHENTICATION
To pull up your account Please confirm your first name and last name along with your service address.

SELF HELP
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 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.

TEC VISIT
If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf.

No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.

You can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment
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We have completed all available remote troubleshooting steps to resolve your issue in this chat. We will now need to send out a technician. The technician will make sure that all your connections are properly installed.

Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.
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)
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. (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! (Acknowledging the customer’s long term relationship with Comcast)