Notes

Opening-

A wonderful day! Thank you for choosing Xfinity! This is ..............., 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.

Please do not press the back button and also avoid using other applications for us to stay connected without any interruptions.

How are you doing today ?

I am doing great. Thank you for asking.

How may I assist you today.

Please help me with your issue so that I can go ahead and help you out.
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BWAF :-

I really understand what you're saying, it's hard to enjoy your TV shows if you can't watch Tv ! I know I experienced the same issue a while ago with my previous cable provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel”.

I really understand what you're saying, it's hard to use Internet while you are doing work! I know I experienced the same issue a while ago with my previous Internet provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel”.

Oh no! I use my internet for everything, so I understand how important it is to get and keep you connected. I' m glad you chatted.

Having reliable, fast internet is crucial to working and learning from home- It is something my family and I depend on daily! Let's see what's going on.

I've dealt with pixelation on my TV and it was so frustrating! The good news is I'm an expert and I know exactly what to do to fix this issue.

I know how frustrating it can be trying to watch tv and getting an error. I know exactly what to do to get the XRE error fixed.

Thank you for reaching out today so I can help. I still use a home phone too, so I know it's super important we get your phone service working ASAP.

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OWN IT :-

I can understand your frustration on how this was handled, but I can assure you that we’re going to get this resolved for you today.

Please be assured you are connected with right person and I will personally take care of this for you.

Nothing to worry about as I am here to assist you in the best possible way.

Thank you for reaching us and for letting me know about your services. I totally understand where you coming from. You have me here and I am glad to help you.

Rest assured, I am here to help you and provide the best possible resolution.
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Address Confirmation :-

Please help me with your first and last name ?

Please help me with address and zip code so that I can go ahead and help you out.

Before I move ahead to check the root cause, just to confirm is this your current address ?

I now have your account pulled up, let me check the root cause and help you out.

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Appreciation :-

I noticed while authenticating your account that you've been with us for the last sometime. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.

I see that you have been with Comcast as a customer for quite some time. We appreciate your loyalty. I hope that aside from the issues you are having that your day is going well.

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

I really appreciate your efforts before coming on this chat.

I really appreciate your efforts on chat.
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Pleasantries :-

Please stay connected I am working on it.

Thank you for patience and understanding.

Please acknowledge my last message .

Sure, please take your time, no rush, I am here for you.

I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself again.

I noticed that you were speaking with another representative. Please give me a moment while I review your previous interaction. I'll be happy to pick up from where you left off.
-----------------------------------------------------------------------------------------------------BAXA :-

1- Meanwhile would like to inform you that Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you are always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device.

Save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet

You may take advantage of our Xfinity Hotspot. The Xfinity Hotspots can definitely save your day as its available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password. Save on your cellular data on the go.


2- Meanwhile, I see you have xFi compatible modem. With Xfinity App, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.

I would recommend trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview

3- With the Xfinity TV Remote app, you can change channels, set DVR recordings and browse Xfinity On Demand and TV listings using your smartphone or tablet. The App is exclusively for Xfinity TV customers and can be downloaded via Apple/Google Store. Create a Favorite Channels list and have your own personal channel lineup, all you need is Xfinity User ID and Password to login.


4- Compromised account - The Xfinity Authenticator app helps keeps information safe. This is an extra layer of security, which helps prevent anyone who does not have your permission to sign into the Xfinity account. The app is available for download on Apple and Android (phones only) and can be accessed using Xfinity User ID & Password.

Xfinity Authenticator alerts you when someone attempts to use your Xfinity ID and password to sign in to your account. You can approve or deny the login attempt with a traditional verification code, yes/no button push, one-touch fingerprint ID or facial recognition.

You can find information about the Authenticator App on the link : https://www.xfinity.com/support/articles/multi-factor-authentication-xfinity-authenticator-setup
-----------------------------------------------------------------------------------------------------SELF HELP :-

1- While working would like to inform , you can also try to fix internet issue, check for service outages, pay bills, manage your account online - 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.

All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.

You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.com/support/articles/do-my-account-app

2- While working would like to inform Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.

My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting
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Closing :-

Are you pleased with Xfinity services and my assistance ?

You were very patient and co-operative through out the chat, probably the best customer I had today . After this chat is over you will get the page where I would appreciate your feedback on Xfinity service and my efforts today .

Today you chatted in regarding .... and we discovered that .....Can you confirm that this resolved 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.

Before we wrap up, do you have any pending issues that you want to raise about your Xfinity Experience so we can address it now? Xfinity just want to make sure that we cover everything for you.

It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else I can assist you with today?

Thank you for contacting Comcast Live Chat Support and being a valuable member of Comcast family! We value and appreciate your business with Xfinity! Have a great week.

-----------------------------------------------------------------------------------------------------Timeout

I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.

Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you.

It looks like you've possibly walked away, or have left our session. You can contact us at anytime, 24/7 at https://support.xfinity.com/chat or by using self service options on the myaccount app xfinity.com/myaccount. Thank you for contacting XFINITY Support.

-----------------------------------------------------------------------------------------------------Additional Info-

Let me tell you about something amazing, so have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out , its a brand new program that gives us another way to say thank you to our valuable customers, ( movie rental, sweepstakes, discounts and more ! ) Sign up for free at www.xfinity.com/rewards to see what offers are available.

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Empathy :-

Your issue is a cause for concern. Lets's find out why this happened.

I can tell you are frustrated and my job is to make sure you are not more frustrated anymore.

I would feel the same in your situation, but we will sort this out.

I know how frustrating it can be. Rest assured I am here to help you out.

I understand you are upset and we wouldn't want our customer to feel this way. Let me quickly help you out with this issue.

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DSAT SAVER :-

I am really feeling bad that you have to go through this and contacted multiple time for same thing.

This time I will personally take care of this and will do my best so that you do not have to contact again for the same issue.

I really apologize for unpleasant experience which you had faced being a valuable customer of the Comcast family. Please allow me to overturn this situation.

Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.

Just to set right expectation it may take few minutes to get everything fixed so please bear with me while I am checking account and troubleshooting to resolve it for you.Your patience will be highly appreciated.

I am really feeling bad for this and you might thinking that I am of no use but trust me I have tried my best to get this fixed.

-----------------------------------------------------------------------------------------------------Power Words :-
1- Excellent
2- Awesome
3- Fantastic.
4- Perfect.
5- Superb.
6- Bingo.