Notes

rapport building
appreciation
Xfinity rewards
baxa
cable - stram
Mie-self help- xfinity app
recap- summarize

steps 1 rapport building

* Hi......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)

* No problem, you've reached the right person. I will surely try to fix your services as soon as possible.
/////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////rRelate statement
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

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

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.

Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will be glad to assist you with your services.


# 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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appreciation

* 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.

Thank you Sharanica for specifying your concern.

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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}

///////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////
# 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.

//////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////

# 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

probing

Can you please tell me the type of issue you're experiencing with your connection? (slow, intermittent, no connection, etc.)?
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.
I will help you to access your account.

· Let’s work together and get the account password reset.

· I totally get it how easy it can be to forget nowadays, since we have so many passwords. I will be happy to help you so you can login.

· To pull up the account, please provide your complete service address along with the zip code.

· What is the Xfinity ID that you want to access?

· To check the account, please provide the complete service address.

· For account security, please provide the last 4 digits of your SSN / last 4 digits of the payment card on file / account number.

· Great news! Your email ID / mobile number is already updated on the account for the password reset. Do you have access to ______ ?

· <Customer Name>, to reset the account password, we need to recovery option like a mobile number or an email ID (Gmail, Yahoo, etc). Please provide either one and I’ll send a verification link on it.

· To reset the password, you need to register a recovery option. Please provide your mobile number or a non-Comcast email ID like Gmail, Yahoo, etc..

· Are you currently at home and your device connected to the home network?

· Got it. I have sent a verification text / email on your mobile number / email ID. Please check the text / email and complete the verification.

· The link in the text is valid for 24 hours.

· The verification email is valid for 72 hours.

· The link will ask for a password if the device is not connected to the in-home network, make sure the cellular data is disabled and the device is not connected to any other WiFi network.

· Perfect! The mobile number/email ID is updated. Kindly visit Xfinity.com/password to reset the password.

· I will stay on this chat if you require any assistance.

· Also, can I know the reason for login? Do you want to check something on the account or make any change.

· Awesome to hear that you are now able to access the account. In the future, you can reset the password easily from the website since we have updated the recovery option today.

· Self-help – Xfinity App



SALE

I have a great news for you which can bring smile on your face:) shall I share the details with you?

XFI complete: You'll get XFI complete package in that you will get unlimited data with advanced XFI network security + Free home wifi assessment + Upgraded one modem + you will also get advanced 2nd generation XFI POD for no charge for full home coverage if required (eligible) after completion of 14 days of home assessment, sound's good?

Flex: Meanwhile, as you are a valuable customer I am giving you free access to our streaming services with Peacock premium subscription at no charge , you will also get a 4k streaming box with it with no additional cost, It will be free as long as you have xfinity internet. how does it sounds to you?


TECHNICIAL VISIT

Please notes these points before we book the tech

1.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.

2.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. However the tech will first check the issue and will explain it to you and he will also mention if the charges will apply or not and you will get the option to cancel it that time as well and the charges will be $100

3.You will receive a call from our Automated System prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem

4.Now 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



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.



We are following the advice of government and public health officials by limiting contact as much as we can. Know we are taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: has anyone in the home tested positive for the virus?