Notes

CABLE BOX :
ARE YOU SEENG A LIGHT IN YOU CABLEBOX/MODEM?
IS IT WORKING BEFORE?
IS IT A NEW CABLEBOX/MODEM?
HAVE YOU ALREADY CONNECTED ALL THE WIRES L;IKE THE HDMI/COAXCABLE/POWER CODE?

FITCH:
CLOSE SPIEL:
EAR:
PROBING QUESTION:

Thankyou for calling comcast my name is "honey", may i have your first and last name please?
thankyou you for that , how are you doing today? wow im glad that you're doing great! anyway how may i help you today? (customer problem)

I completely understand how you feel and what you are going through and ill be more than happy to assist you with that and thankyou for choosing xfinity service to help resolved your concern . but no worries since im the xpert on this and you've reached a right person who can help you and rest assure after this call end your problem will be solved .


_May i know what have you done so far? __________

-I diffently understand your situition and thankyou for that . 

_just incase if this call will be disconnected may i have your best number? so that ihave a best number to call you back

-So before i start iwill be asking you some question, and run some diagnostic her in my end and also sending you a multiple signal in order to your equipment to fully activated, but if the equipment still not responding here in my end, the best resulotion that i can provide is a technician appointment bcos they do physically check including the wires,connection and even the equipment itself, but dont worry i will do all my best to resolved this issue so ineed your cooperation and your patience bcos this process both of us will be doing this so you will be my eyes and hand in this process , sounds good?


*Xfinity Rewards:“*
I truly appreciate you for being with Comcast for 10 yr. now. We value you and wanted to provide you best experience. We have Xfinity rewards wherein you can get FREE movie nights and tickets. More perks and discounts towards your service.  The more years
with us, the more rewards and discounts you can get”.


ACP“
When I review your account I see a great potential to save up to $30 with the help of Affordable connectivity Program once qualified. This is a federal government that helps our valued customer still connected to internet. This is a great help to save money.
Let me share the information through text/email so we can review our eligibility (share HOW20307)”

*ACTIVATED*
ME: Congratulations! we successfully activated your modem/cablebox and thankyou somuch for your help without your cooperation i cant do this process . Just to make sure we got everything covered,

RECAP:
so let me confirm you are reaching out because of your internet, what we did earlier is to to do a diagnostic test , follow proper  troubleshooting steps and setting up your wifi name and password and trying to connect and browse any website also sending some signals and was able to activate your internet , I am so glad that we are able to fix everything and I hope you enjoy the service! Iappreciate you for being my eyes and hands .!

I will tag this issue as resolved and I would appreciate any feedback that you will provide for my service today. Is there anything else I can assist? Awesome again this is honey for xfinity im happy to assist you bye! bye!   




rdk

business to account / home account