Notes

1.OPENING...
A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.

A wonderful day! Thank you for choosing Xfinity! This is ‘ Neha’, 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 :)


2.Empathy and Correlation Statements:
Internet :- I know how important it is to have Internet service working. Specially in times like these days when so many work from home or do schooling at home. That's not the experience we want you to have as a customer.
Cable:- I know how important it is to have Internet service working. Specially in times like When we have to sit and relax and watch our favorite Program. That's not the experience we want you to have as a customer.
login:-I know how important for you to login with the account. Specially when you have to login with your account and check the account Information that is not the experience we want you to have as a customer.

• I completely understand your concern. I surely will try my best to get this sorted over the chat.
• I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
• I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.
I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. You have reached to right agent. I will help you with nest possible resolution on chat.
• I apologize for the inconvenience. I can understand the importance of running cable as it is a world of entertainment and I have kids at home and know importance of cable as it's the important source of entertainment for them. You have reached to right agent. I will help you with nest possible resolution on chat.

I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)

I completely understand your inconvenience however I will do my best to assist you in all possible ways.

I completely understand your concern. I know how it feels when Internet is not working properly and you are dependent on internet for study, work and entertainment. I will definitely assist you with the no internet issue.

Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.

3.OWN IT -
Assurance :- I appreciate the opportunity to assist you today and I want to assure you that we are committed to providing you with a superior customer experience.

For sure, I'm here to help you, and be rest assured I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.


4.Show appreciation..
I appreciate you bringing this to our attention / I appreciate you providing me that information.
Just want to say thank you for being part of our Xfinity family. We value your business and appreciate you choosing us as your service provider.
• Business: Thank you for being a valuable customer for such a long time. 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.
Time patience and efforts
• Thank you for being my hand and eyes, it was possible only because of your efforts.
• You have been a fantastic team player in helping me resolve your concern.
• I appreciate your time and patience.
• I appreciate your efforts on chat.
Thank you so much. It really means a lot to me and motivates me to work with more dedication .

Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today

Thank you so much for being kind and sweet with me over this chat today :)

I really appreciate your time and patience on the chat and thank you for being so nice throughout . You are really one of the most understanding, patient and supportive customer I had chatted with today.

Thanks for allowing me 1-2 minutes to check the status of services and equipment on your account. I appreciate your patience.

I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.

Perfect, I really appreciate your understanding and the efforts done for that. As I need to perform some basic troubleshooting on your device so the process will take another 2-3 minutes, So may I have your permission for that?

I want to take this opportunity to thank you for staying with the Comcast family for so many years. It's awesome and we appreciate your business and loyalty.


5.ASSURANCE

I completely understand your inconvenience however I will do my best to assist you in all possible ways.

Thank you so much, it really means a lot to me and motivates me to work with more dedication. :)
I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)

Thank you initiating this to us, we will document this and check from our end and make sure your account is safe. Please do not worry your account is in safe hands. We will keep your account safe.

6. CREDIT..
I know how it feels when things are not working the way it should be, however rest assured you will be given a credit for the days that you were not able to use your service.

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

8. DAILY...
Hope you are doing good ?

That's wonderful to hear! I hope that your day goes greater and smoothly all through out!

9.APOLOGY
I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. I will try my best to resolve this and leave a smile on your face by the end of this chat.

I really apologize for the inconvenience, you've gone through. I can totally understand how disappointing it is when you're paying for the services and didn't get worth of it.

I also wanted to say sorry for using more of your time resolving the issue I hope you give me lots of your patience and understanding. I've been a customer like you as well so I can relate myself whatever you feel now.

I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.

10.RELATABLE SENTENCES

I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.

I understand and really do apologize for the inconvenience you have been through. I know how it feels to have service interruption always.
Thank you for patiently waiting and I am sorry to hear that you are having issues with your Xfinity services. Let me go ahead and check on your account and see the status of your equipment.

I'm sorry you're having trouble with your Internet for months now. I understand how upsetting this must have been for you. I have experienced the same problem recently, so I understand what you are feeling.

I can relate to how important would it be for you, to have your services to work in today's time.

This is not what we want you to feel and I can personally tell you the most important thing for us is to make you feel comfortable with your service, and our top priority and best product is treat you just as you deserve, you're part of us since 2013 and we greatly appreciate your business with us.


I totally understand that you are having issue with your internet going in and out. I apologize for having to contact us again with the same issue.

I'm sorry if you are having an issue with your Internet service. Let's go ahead and check what seems causing the problem and further troubleshoot.

I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.

11. TECHNICIAN..
TECHNICIAN
As, we have performed all the troubleshooting steps but you are still getting the same issue , In that case I will schedule the trouble call for you, so that once a technician will come and check all connections and resolve the issue for you. Shall I schdule technician visit?

Please help me with your best preferred phone number so that you may receive an automated call before visit.

You will also get an email with all the details of appointment scheduled.

What's a good number for us to contact you prior to the tech visit?

The soonest available tech schedule is on , does that work for you?

Here's the ticket number for your tech visit .

If your waitlist appointment spot becomes available, we'll text you the day before at the latest to notify you; you will have 30 minutes to accept this new appointment spot by replying Y. If your waitlist spot does not become available, or you do not accept the waitlist spot, we will keep your original appointment for .......

You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device”

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 charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity.

If you wish to change or cancel your service appointment, go to http://My.XFINITY.com and click the 'My Account' header near the top of the page . You will also get an email with all the details of appointment scheduled.

There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

Engineers are working to fix this issue on priority


12.OUTAGE....
I know how convenient this is for you. Let me first schedule the tech visit for the available date and then I will try to reschedule it as per the earliest slot for you

Just to set the right expectations, this is an on going issue from server end and this is an area wide issue and Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services


13. MAKE IT EFFORTLESS...
I must tell you that we have an amazing App that is called 'Xfinity My Account App" using this App you can you can manage the technician ( cancel or reschedule ) you can also try to fix internet issue, check for service outages, arrange call back, pay bills, and manage your account online, we have 'Self-help videos' available as well. It also keeps you notified about any kind of alerts such as outage, Comcast Service Center locations and many more.I would strongly recommend you to download and use it.
You can download it at http://xfinity.com/apps. You can enter your Xfinity username and password as login credentials for it.

14.BAXA
@ Internet:- With Xfinity Internet, one of our customer's favorite features is wi-fi Hotspot, provides access to use your internet wherever you are. You can download the Xfinity Hotspot app from this link http://xfinity.com/apps and need to login with your Xfinity username and password.
You just need to find the Xfinitywifi in your wi-fi search list and then get connected after entering the Xfinity username and password.

@ Stream app:- I must tell you that we have an amazing App that is called 'XfinityStream App'. Using this App you can Get the entertainment you love anywhere, on any device.It provides you access to Live TV, rental movies, free shows and movies and lots of more content as well. I would strongly recommend you to download and use it.
You can download the Xfinity Stream app from this link http://xfinity.com/apps and just need to login with your Xfinity username and password.
@ Xfinity Hotspots App:
Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re 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. You can 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. The Xfinity Hotspots can definitely save your day as it's 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. Application is available on App Store and playstore for iOS and android devices.
@FLEX
Meanwhile i can see you have not yet claimed for your free flex streaming device yet , shall i add and ship it for you ?

Good News:) Xfinity is offering its Xfinity Flex services free of cost to our valued customers
With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it’s easier than ever to search across your apps, all in one place.
Get 15,000+ hours of hit movies, current shows, timeless films, and timely updates with Peacock Premium included for no additional cost. That’s a $4.99 a month value included at no extra cost to you – no strings attached.

Let me share the order approval to you for free flex streaming services.

@XFICOMPLETE
Good news:)
I can see your account is eligible for an XFI upgrade in which you will get unlimited data + advance security protection + you may be eligible for free Xfi pods with inhome Wifi asesment results in just additional $11 per month. How does that sounds to you ?
Let me share the order approval with you.



15.Appointment charges (tech)
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.

Technician discloser
Please take note of the following important information regarding your technician’s visit:
1) The technician may arrive anytime within your scheduled appointment window.
2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.

16.TICKET..
I have created the ticket on your account. You modem will be on diagnostic for 2 hours and backend team will keep checking and refreshing the modem to fix the issue. With in 2 hours you will get a text message if the issue is resolved you need reply and type message type "YES" if not not type "NO" After that our advance team will contact you via Chat or by call back.

17.Closing:-
I am feeling great while resolving your issue, I hope you are happy with the resolution I have provide you today?

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 chat” option❤️


If issue resloved
Fantastic! I'm glad that we were able to fix issue. Hope you enjoy the service. I appreciate your patience and efforts working with me today. It was indeed a pleasure to assist a valued customer like you and I hope that all the issues are addressed.
Are you happy with support I have provided you today?

It is my pleasure to be of assistance. Thank you for choosing Xfinity! We appreciate your business with us. Have a wonderful day ahead.
It was indeed a pleasure to assist a valuable customer like you :)

Great! I appreciate any feedback on the services and experience I have provided you today, Thank you for being a loyal Xfinity customer. I hope you have amazing rest of your day.

You can share the feedback by clicking on the End Agent Chat button.

Thank you for choosing Xfinity and have a blessed day ahead with a smile on the face :) Take Care.

It was lovely talking to you :)

Thank You very much for your kind wishes it really means a lot to me :)

Thank you for contacting Xfinity. I wish health and safety for you and your family. Please take good care of yourself which is most important.

Thank you being so cooperative throughout the chat.


18.Payment arrangement:-
Please note that you can schedule your payments now. Please visit https://customer.XFINITY.com/#/billing/payment Under payment date, select the date when you want to make a payment and it would be processed on that date. It’s that simple.

19. REMOTE ISSUE...
Remote issue:
Please Confirm me the Model of the remote Its written at the back side under the batteries.
Please confirm are you able to use volume button and power button.
Do you have the Setup button on you remote.
Setup button remote
Press and hold the Setup button on the remote for three seconds until the status LED changes from red to green.
Press 9-8-1 on the remote. If the status LED blinks green twice, you have successfully reset the remote.

Remote without setup button
Press and hold the A (triangle) and D (diamond) on the remote for three seconds until the status LED changes from red to green.
Enter 9-8-1 on the remote. If the status LED blinks blue twice, you have successfully reset your remote.

20.NPS power...
Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I wish you have an amazing rest of your day and a fantastic weekend ahead. You can click on the “End chat” to close the chat.

I am really glad to help you with it

I thought i was being charged double

It's you who we need to say thank you.

Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.

It's my pleasure to ease out our valuable customer

Thank you for choosing Xfinity and have a great day and have a great year! Please take care and stay safe
Stay awesome as you are.

You have been the most pleasant and cooperating customer, Thank you, for being such a kind and polite customer.

You have been very patient and amazing with me today, certainly the best customer I had today. I hope that all the issues are addressed.

21, Pitch
I have checked an awesome deal on your account in which I will reduce your monthly bill by $20/mo. Shall I share the complete details with you?

***BYOD
I can see on your account that you are eligible for Xfinity Mobile - You are eligible for monthly discount on your account which will be credited to your monthly bill , if you will Port an existing phone number I can go ahead and sign you up for Xfinity Mobile.

Being an Xfinity Ambassador, I'll be glad to Sign you up for Xfinity Mobile with the most pocket friendly mobile phone. It offers Unlimited Calls, Unlimited Text and 1 Gig at just $15 per month.

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

23.CALL

I understand it is convenient to get assistance over the call but As I am from chat department I am not able to call you. I will be happy to assist you over the chat

Please give me an opportunity to work on a resolution or else if you still want assistance over the call so I would request you to call our team on 1800-934-6489.
gift card number 1877435668
Bussiness/Bulk helpline 18003913000
Xfinity reward -- 1800-526-3268
Activation department--1-855-652-3446
Wifi passes Helpline Number is:-1-866-489-0919
SIK Activation:- 1-855-652-3446 ( 11: 00 AM - 10:00 PM )
Xfinity Home Security helpline number: 1-888-223-5723
UPS store helpline number:- 1-800-823-7459
Norton security suit:- 1877-272-7149
Xfinity Mobile:- 1-888-936-4968
Xfinity Internet essentials :- 1-855-846-8376
Seasonal hold:- 1-888-633-4266
CSA:-1-888-565-4329 Available from 6 am to 2 am.
Comcast Helpline Number :-1800-934-6489
Movers-- 1877-685-6683
Prepaid internet --1-855-757-7372
Temporary Hotspot == 1-866-489-0919
You can contact our customer service team on Helpline number 1-800-934-6489. Available 24/7

24.Escalate
I will try my best to fix your issue over the chat or if needed I'll escalate your issue to the higher department as your satisfaction is our priority.


For faster resolution I have made sure that I have documented complete notes in your account for the next representative to know, what we have done on this chat.

In that case, Let me escalate this issue to our advanced team and they will monitor the issue and will get back to you once everything is sorted. Is that fine with you?

I've tried my level best to fix this out for you, but it seems like there's some major issue. So, now the system is referring the issue to the higher team. Now they will look further into this.

25.Cable issue...
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.

Please confirm serial number of the affected box that will be available at the back panel of the cable box.

I am going to reset the cable box and it will set the box to factory default settings.

Please ensure that there are no recordings in progress as they will be interrupted while restarting the box.

You may not be able to view your TV guide immediately. It could take up to 30 minutes to reload however you can access your channel line up on Xfinity.com .
Please make sure you're using coaxial cable connector from outlet to the 'Cable In' port on the video device.. Then, another coaxial cable connector from box to TV.

We need to ensure that all the cables are properly connected. So as we can proceed further with our trouble shooting steps.
#To restart the cable box please use the below steps
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait for 10-15 seconds.

Thank you. Most of the time the issue is caused by loose cable connections to your cable box. Can you make sure cables are securely connected?

26.Internet issue-
Are you using wired or wireless connections?

I am checking the status of equipment’s and services in system, it may take up to 3 minutes please stay connected.



How long have you been getting this issue and were there any troubleshooting steps performed earlier?



Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device


As a consumer myself, I understand the importance of proper working internet speed, will help you right away.

I regret to hear that you are not getting proper speed. Let's troubleshoot this right away.

Please check your internet connection now. Is it working fine?

Most of the time the issue is caused by loose cable connections to your modem. Can you make sure cables are securely connected?

I just ran a system check on your account to check the connections and the devices and it is working fine now and your modem is up to date

Could you please help me with the power light status of your modem, Is it Solid, Blinking or Off?

Well, I really do understand how difficult it is to manage without internet especially when you're working from home as I've already been through that phase.

When did this issue start? And were there any troubleshooting steps done previously to fix the issue?

Now there is no packet loss to your device however previously there was a packet loss (50 packets transmitted, 50 received, 0% packet loss, time 49080ms)