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 :)

A wonderful day! Thank you for choosing Xfinity! This is Pushpa, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. 
Kindly tell me more about your concern and let's start working on it

Please help me with your first and last name along with complete service address and zip code

Hope you are doing good ?

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

Thank you for bringing this up to me.I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution
*******************************************************************************************************************************

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.
********************************************************************************************************************************
Discover Needs:
Probing:
o May I know since how long you have been facing this issue?
o May I know if you have done any troubleshooting on your end to get this issue fixed?
o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o Are you connected with in home Wi-Fi or Xfinity hotspot?
Usage :
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?
*****************************************************************************************************************************
Show Appreciation:
• 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.
********************************************************************************************************************************
Hold Scripts
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
please allow me 2-3 minutes to check the status of your services
*******************************************************************************************************************************
SELF HELP
Meanwhile We want you to know about the federal government's Affordable Connectivity Program. Eligible Households may receive upto $30/month through the government’s ACP program. There is a qualification process to determine if benefit is available for you. please visit the link xfinity.com/acp

Xfinity also provides information to do troubleshooting on your own for all the intermittent Connection issues, refer: https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/

For any internet connectivity issue in future, you can reach out to our self-help service website with basic tutorials and easy troubleshooting steps i.e. https://customer.XFINITY.com/help-and-support/internet/internet-connectivity-troubleshooting/

Xfinity understands the value of internet speed and also educate their customers with troubleshooting for speed issues. Just follow the self-support option at https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/

I would like you to know about My Account App it is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password.

********************************************************************************************************************************
internet AND FLEX..ALTERNATE

Flex Pitching(Internet customers Only): You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?

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.
Xfinity Flex:
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote. Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost. Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.
Xfinity App:
For Cable Customers: The Xfinity app allows customers to easily gain access to self-help information and troubleshooting steps on their devices. Manage technician appointments, including rescheduling. Make payments and view billing information. Allows to manage account and view account information remotely. It allows you to view outage information Application is available on App Store and play store for iOS and android devices.
For Internet Customers: The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
Xfinity Stream App: Turn any screen into a TV with the Xfinity Stream app — included with your Xfinity service. You never have to miss must-watch TV. Stream top networks, live sports and news, plus thousands of On Demand shows and movies on any device. Schedule and manage recordings from any device. Stream DVR recordings from anywhere. Download DVR recordings and watch offline. You can download the Xfinity Stream app on your phone or tablet from Play Store or App store. You can either watch online on a larger screen? Visit xfinity.com/stream.
********************************************************************************************************************************
REWARDS
Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's 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
********************************************************************************************************************************
BAXA
Xfinity App is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password

In the Meantime, I would like to inform you that If your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity username and password.

With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app from your mobile device from Play Store and App Store, enter your xfinity credentials and then you can access the Streaming feature.

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 has millions of WiFi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient WiFi and are free to Xfinity Mobile customers and to those who have the Performance Internet package or higher.
So whenever you don't have access to Xfinity Internet we recommend our customers to use the xfinity hotspot to use as an alternative. You just need to download the app from Play Store and App Store, enter your xfinity credentials and you will get access to FREE wifi all over US. Also, if you are outside from your home and you want to access the internet then you can use our Xfinity hotspot feature anytime and anywhere in US.
********************************************************************************************************************************
ADDITIONAL
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.

You have been very patient and amazing with me today. Probably the best customer I had today. Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you?

On a personal level I appreciate your patience and warmth approach through out our chat. Apart from this, is there anything else that I can help you with?


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

Hope our interaction will improve your experience with Xfinity. We at Comcast work continuously towards making your journey better and happier.

It was delightful experience for me to have a valuable customer like you on chat. We appreciate your loyalty with comcast and value as a customer.
It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity, have a great day and take care!
********************************************************************************************************************************
CLOSING
How’s your overall experience with Xfinity services and assistance that I provided on the chat

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.

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❤️

You can share the feedback by clicking on the end chat button

I hope i was able to provide the support you want from me today?

ACP
Please verify ACP eligibility from the National verifier. If eligible, please access www.xfinity.com/ACP to enroll for ACP with application ID received from verifier. Also, ensure that the personal details (name, address and date of birth) submitted in Xfinity "ACP enrollment Form" match with the information in "National Verifier Form. Upon successfull enrollment, you will get upto $30 discount on monthly bill.

CALL BACK
Please Visit the link schedule call back xfinity.com/support/schedule-callback

I would love to call you however being from the chat repair team we do not have access to call you back

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.

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

ESACALATE

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.

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?

Everything that we discussed today is documented on your account so that anyone assisting you will be able to tell what we worked on today.

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.
HELPLINE

gift card number 1877435668
Bussiness 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

MOBILE
Are you aware of Xfinity mobile services?

Are you happy with Xfinity mobile services?

I would like to take this opportunity to share, we can help Lower down your internet bill upto $20 per month consequently, saving of upto $240 a year, if you or any family members move current mobile services to xfinity. I can help you up for xfinity mobile right away.

You can either bring your own device or port the services in from current service provider to xfinity

Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?

Do you happen to know how long you have remaining on your contract or what the cost to end early would be ? I'm curious because it sounds like xfinity mobile would save you a chunk of money each month and the savings would quickly outweigh any fees you may have to pay to switch.

Being an xfinity Ambassador, I'll be glad to sign you up for xfinity Mobile with the most pocket friendly mobile plan. It offers unlimited calls, unlimited text and 1gig at just $15 per month

We have special offer in which you can get unlimited data plan for 1 line $45 and 2 lines $60 n3 lines $90 and 4 lines $120. Sounds exciting?

I am also happy to inform that your account has been chosen for Xfinity mobile services that offers access to America's best network, flexible data options, no contracts or 5G charges and many more.May I know how much you are paying for current mobile bill to calculate savings ?

I have a Brilliant news for you. There's an amazing offer on your account in which you can get free mobile phone from Xfinity. I'm surprised as I've never seen such an amazing offer on any customer's account. I must say you're the lucky one.

I can see you are pre qualified for Xfinity mobile offers at discounted price:)
> Unlimited nationwide talk and text.
> Be it access to millions of hotspots, wifi calling, Xchanging old phones for new , unlimited data and many more.
> You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data
> No activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.
> I would like to take just a few minutes to make sure you're getting the best value for the services

Shall I opt for your current phone number with this device or you would like to get a new number with the new device?

I agree with you however in order to check the package details along with the phone and in order to prepare the shipment. I need to enter all the details on the system and these all security checks are just to ensure the confidentiality of your account. I hope you understand

Perfect, May I have your Date of Birth along with complete SSN to check the package details for you?


Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI).

You will get unlimited nationwide talk and text and access to millions of Xfinity WiFi hotspots.

Xfinity Mobile is available to Xfinity Internet customers. Pay less with shared data options. Unlimited nationwide talk and text included. Customers who switch to Xfinity Mobile can save up to $400 a year on their wireless bill. Xfinity Mobile is rated #1 in customer satisfaction by the ACSI

We're America’s largest and most reliable LTE network combined with the most WiFi hotspots nationwide. With access to 19 million hotspots, you’ll save more on your phone bill every month — and save your data for when you really need it.

Xfinity Mobile is a wireless network designed to save you money. You’ll stay connected no matter what with the nation’s best LTE network and the most WiFi hotspots.

The best LTE + data-saving WiFi hotspots. Get the only wireless network that automatically connects to millions of secure WiFi hotspots, and the best LTE everywhere else — so you save money on data.

You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data with No activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.

I am glad that you are interested in Xfinity Mobile. You can get the most reliable network with nationwide 5G included at no extra cost, along with LTE and millions of Xfinity WiFi hotspots.