Notes

https://notes.io/qbTvE
https://notes.io/qzQdz
my notes:- https://notes.io/q946E

1.Be warm and friendly: To create a personal connect with customer acknowledge their behavior, listen to customer.


2.Own it: Do everything possible to resolve the issue, trust with the customer.


3.Show appreciation: Reorganize the customer's existing or intended relationship with the company and acknowledge the significance of customer's loyalty.


4.Make it effortless: Make all interactions for the customer quick and easy, promote self service for future use.


5.Read actively and respond appropriately: Give respond according to customer's speed, useless technical words


6.Discover needs: Ask thoughtful, relevant question, collaborate with customer to thoroughly


7.Be an Xfinity ambassador: promote the xfinity service, internet, band.


8.Set clear expectations: keep customer informed throughout the interaction using transparent.

A wonderful day! Thank you for choosing Xfinity and I am your Xfinity ambassador for today. It will be a great pleasure to assist you. My name is Vikas and how may I help you today?
[‏3/‏31/‏2023 4:44 PM] Ashu 03:
Unable to login in my account.
[‏3/‏31/‏2023 4:45 PM] Vikas Passi:
I am sorry for the trouble you are facing.
Do not worry I am here to help you for this.
[‏3/‏31/‏2023 4:46 PM] Vikas Passi:
Before going ahead may i know your name please?
[‏3/‏31/‏2023 4:46 PM] Ashu 03:
Test Eclerx.
[‏3/‏31/‏2023 4:47 PM] Vikas Passi:
Thank you for the sharing your name Test.
I will help you to get the access to your online account. Please help me with the complete service address so that I can locate your account and help you out further.

[‏3/‏31/‏2023 4:48 PM] Ashu 03:
7720 W 98th St Unit 36 Dept Slingbox Hickory Hills, IL 60457
[‏3/‏31/‏2023 4:48 PM] Vikas Passi:
Alright thankyou.
[‏3/‏31/‏2023 4:49 PM] Ashu 03:
No problem,
[‏3/‏31/‏2023 4:53 PM] Vikas Passi:
Training to get the full access to your account I'll be needing few details in order to authenticate whether I am working on right account, could you please help me with your account number? You can find it on my account app however as you are currently not having access to it so you can also find it on your previous monthly bills as well.

Test*
[‏3/‏31/‏2023 4:54 PM] Ashu 03:
I do not have.
[‏3/‏31/‏2023 4:55 PM] Vikas Passi:
No an issue Test, Then I will share a 6 digit code at your registered number or Email ID. Please share that code with me.

[‏3/‏31/‏2023 4:56 PM] Ashu 03:
Oh, I am not using email. Can I give you my new email for verification?
[‏3/‏31/‏2023 4:58 PM] Vikas Passi:
I am sorry Test verification only possible with the registered credentials entered by you. If you do not have any access for email then you can please check your mobile because same code already has been shared on your registered number as well for your assistance.

[‏3/‏31/‏2023 4:59 PM] Ashu 03:
Okay, let me look into my bill, please standby.
[‏3/‏31/‏2023 4:59 PM] Vikas Passi:
Take your time Test, I am here for your assistance.
8771401730243391[‏3/‏31/‏2023 5:00 PM] Vikas Passi:
Perfect, thankyou so much you for sharing the information Test.
[‏3/‏31/‏2023 5:01 PM] Ashu 03:
No problem.
[‏3/‏31/‏2023 5:01 PM] Vikas Passi:
May I know the error or issue comes up while you are logging into your account?
[‏3/‏31/‏2023 5:02 PM] Ashu 03:
Incorrect password.
[‏3/‏31/‏2023 5:05 PM] Vikas Passi:

Test be assured I will help you out, let's proceed with the password reset process. Test I can see that there is no third party email or phone number registered with your username. So I'll add it to your account and will send the verification link on it. So that it is linked on your account and you can get the reset code for resetting password.

[‏3/‏31/‏2023 5:07 PM] Ashu 03:
Okay.
[‏3/‏31/‏2023 5:08 PM] Vikas Passi:
Please help me with your third party email or phone number so that I can add it with your username.
[‏3/‏31/‏2023 5:08 PM] Ashu 03:
[email protected]
[‏3/‏31/‏2023 5:09 PM] Vikas Passi:
Thankyou so much, Let me add it on your username and I will send the verification link however before proceeding further I just want to confirm whether you're connected to Xfinity in home network or not?

[‏3/‏31/‏2023 5:11 PM] Ashu 03:
Yes, I am.
[‏3/‏31/‏2023 5:12 PM] Vikas Passi:
That's perfect. Just give me 2-3 minutes.
[‏3/‏31/‏2023 5:12 PM] Ashu 03:
Okay.
[‏3/‏31/‏2023 5:16 PM] Vikas Passi:
I have sent the verification link on email. All you need to do is to open the link received and verify your email. Make sure the device you are using to verify is connected to in home network. The link on email will be valid upto 72 hours.

[‏3/‏31/‏2023 5:19 PM] Ashu 03:
Okay.
Wait, I am doing it.
[‏3/‏31/‏2023 5:19 PM] Vikas Passi:
Sure please let me know once done.
[‏3/‏31/‏2023 5:23 PM] Ashu 03:
Done.
What next?
[‏3/‏31/‏2023 5:24 PM] Vikas Passi:
Perfect that sounds great. Now all you need to do is to visit Xfinity.com/password and follow the simple steps you will be able to reset your password.

Also let me tell you that as you are using Xfinity app which 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. May I know how's your experience with this application ?

[‏3/‏31/‏2023 5:25 PM] Ashu 03:
Okay.
No
[‏3/‏31/‏2023 5:28 PM] Vikas Passi:
Okay Test, In future if you are looking for any of above mentioned services then you can simply login into Xfinity app and you can get all the information related to your account,

Have you done with your password reset?
[‏3/‏31/‏2023 5:29 PM] Ashu 03:
Yes, I am able to access my account.
Thank you so much.
You were very Helpful.
[‏3/‏31/‏2023 5:30 PM] Vikas Passi:
Thankyou so much means a lot to me. I hope you found me helpful throughout the chat. You have been most amazing customer I have ever had. Probably the best customer.

[‏3/‏31/‏2023 5:30 PM] Ashu 03:
Thank you.
[‏3/‏31/‏2023 5:31 PM] Vikas Passi:
Test, we do have unlimited internet plan for you. Also you can get more benefits in it.
[‏3/‏31/‏2023 5:32 PM] Vikas Passi:
If you have some spare time then I can elaborate more about this Xfinity complete plan.
[‏3/‏31/‏2023 5:36 PM] Ashu 03:
Sure.
[‏3/‏31/‏2023 5:36 PM] Vikas Passi:
Thank you very much for your kind understanding Test.

Besides unlimited internet, I will provide you the Get Advanced Security on the go, which provides safe browsing and data protection to your mobile devices when you're not at home.
Upgrade to your xFi Gateway after three years at no extra cost for a better, more reliable connection for your home.
Enjoy wall-to-wall WiFi coverage throughout your home, with an xFi Pod included if recommended.
[‏3/‏31/‏2023 5:40 PM] Vikas Passi:
In the meantime I can see that you are connected with Xfinity from 2013. I really appreciate your business with Xfinity and value you as a customer. Looking forward to have you for many more years :)

[‏3/‏31/‏2023 5:45 PM] Ashu 03:
Thank you.
I'll pass.
[‏3/‏31/‏2023 5:45 PM] Vikas Passi:
Ok Test, Appreciate your given time.
Is there anything else may I help you with?
[‏3/‏31/‏2023 5:46 PM] Ashu 03:
No, that's all.
[‏3/‏31/‏2023 5:46 PM] Vikas Passi:
Today you chatted regarding your password reset issue. I have added the third party email on your account. Does it resolves your concern today?

[‏3/‏31/‏2023 5:46 PM] Ashu 03:
Yes.
[‏3/‏31/‏2023 5:46 PM] Vikas Passi:
Great! I appreciate any feedback on the service I have provided you today. Thankyou for choosing Xfinity have a great day ahead.

UID

Customer

I want to reset my password.

Agent

Sure Let me help you to resetting the password. Please confirm me your first and last Name

Customer

Training Comcast VP

Agent

Thankyou so much. May I know if you are looking to reset the password for your email?

Customer

Yes that's right

Agent

Alright thankyou. Please help me with the username you are trying to access.

Customer

Actually I have multiple usernames so I am bit puzzle which is the correct one, can you confirm it for me?

Agent

Ofcourse any thing for the precious customer like you. You need not to worry you are in right hands. I will help you to identify your correct username and I will help you to get the access to your online account. Please help me with the complete service address so that I can locate your account and help you out further

Customer

Thankyou. I trust you, 7720 W 98th St Unit 36 Dept Slingbox, Hickory Hills, IL 60457 is my service address.

Agent

Means a lot to me. Thankyou for providing your service address. Let me get into your account, meanwhile may I know the reason to login so that if required I can help you with that as well.

Customer

I am trying to pay my bill using the application

Agent

Alright no worries, I will help you with te link using which you will be able to pay your bill without any hustle.

Customer

Perfect, thankyou so much you.

Agent

Training to get the full access to your account I'll be needing few details in order to authenticate whether I am working on right account, could you please help me with your account number? You can find it on my account app however as you are currently not having access to it so you can also find it on your previous monthly bills as well.

Customer

Let me check.

Agent

Sure please take your time I am here for you only:)

Customer

OK I got it I had one of my bill saved on my mobile. Is 8771401730243391 what you're looking for ?

Agent

Perfect, yes thankyou I really appreciate it. I am in your account now let me quickly check the username created under your name.

Customer

Sure

Agent

In the meantime I can see that you are connected with Xfinity from 2013. I really appreciate your business with Xfinity and value you as a customer. Looking forward to have you for many more years :)

Customer

Thankyou :)

Agent

You're welcome. I have checked that the username on your account is SBF_HickoryHills_36. Are you trying to reset the password for the same username?

Customer

Okay I was entering the wrong Username.

Agent

Please try using this username whether you're trying to access it or else we will proceed with the password reset process

Customer

Sure let me check.

Agent

Please let me know once done.

Customer

Still unable to access it says either username or password is wrong

Agent

Training be assured I will help you out, let's proceed with the password reset process. Training I can see that there is no third paty email or phone number registered with your username. So I'll add it to your account and will send the verification link on it. So that it is linked on your account and you can get the reset code for resetting password.

Customer

Sure let's proceed with it.

Agent

Please help me with your third party email or phone number so that I can add it with your username.

Customer

[email protected] and mobile phone number is 91182738390

Agent

Thankyou so much, Let me add it on your username and I will send the verification link however before proceeding further I just want to confirm whether you're connected to Xfinity in home network or not?

Customer

Yes currently I am at home.

Agent

That's perfect. I have sent the verification link on both your mobile number and email. All you need to do is to open the link received and verify your mobile number/ email. Make sure the device you are using to verify is connected to in home network. The link on mobile will be valid for 48 hours and link on email will be valid upto 72 hours.

Customer

Alright let me do that right away.

Agent

Sure please let me know once done.

Customer

It is asking me to enter the password. I don't remember my password.

Agent

Okay may I know if you are trying to verify your mobile number first?

Customer

yes

Agent

Make sure your mobile data is off and your mobile is connected to your Xfinity's in home network.

Customer

Alright let me check again.

Agent

Sure

Customer

It is done, I am able to verify my phone number.

Agent

Perfect that sounds great. You can also verify your email as well. Now all you need to do is to visit Xfinity.com/password and follow the simple steps you will be able to reset your password.

Customer

Alright let me do that.

Agent

Also let me share you the one time link using which you will be able to pay your bill. https://customer.XFINITY.com/lite . You would just need your address and phone number on record.

Customer

Thankyou so much.

Agent

Also let me tell you that as you are using Xfinity app which 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. May I know how's your experience with this application ?

Customer

Experience is good with this application. I have just started using this application few days back.

Agent

OK Perfect I am pretty sure that this will be the most helpful application you will use.

Customer

let's see :)

Agent

Also are you aware of Xfinity hotspot ?

Customer

I have heard of it, not used yet.

Agent

No problem let me put some light on Xfinity hotspot feature, 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. Sounds good?

Customer

Amazing I will use it :)

Agent

Sure, I hope you are able to login to your Xfinity account :)

Customer

Yes thankyou, You have been very helpful.

Agent

Thankyou so much means a lot to me. I hope you found me helpful throughout the chat. You have been most amazing customer I have ever had. Probably the best customer. Is there anything else I may assist you with ?

Customer

No thankyou so much.

Agent

Today you chatted regarding your password reset issue. I have added the third party email and phone number on your account. Does it resolves your concern today?

Customer

Yes :)

Agent

Great! I appreciate any feedback on the service I have provided you today. Thankyou for choosing Xfinity have a great day ahead.

How will you help your customer to identify the modem and a router?
Modem is a wired device.It is connected through a wire called as coaxal wire.
There is no antena in modem.
There is only one eathernet port in modem
Router is a wireless device. We have antena in router.
There are multiple ports in router. Router has wifi lights.


EQUIPMENT:
Modem
EMTA
Router
Xfi wireless gateway:-
XB3:
Model Numbers: DPC3939, DPC3941T, TC8717 and TG1682G
Friendly Model Name: XB3
Gb Ethernet Ports: 4
Dual-Band WiFi Option: Yes
2.4GHz Connected Client Limit: 30
5GHz Connected Client Limit: 30
Maximum Data Throughput: 600 Mbps
WPS (WiFi Protected Setup): Yes
Gateway / Network Management Tool (http://10.0.0.1): Yes
Xfinity xFi Eligible: Yes
Xfinity xFi Advanced Security: Yes (excluding DPC3939)
Xfinity app Activation: Yes
Two Total Telephone Ports: Yes (separate Alarm Port)
Battery Backup Capability (Xfinity Voice Only): Yes
Backup battery no longer offered for this device
Previously purchased batteries may still be used
The xFi Advanced Gateway (XB7 and higher) is the only device currently offering a backup battery for purchase (non-EPON)
Link Cordless Phones (CAT-iq 2.0*): Yes (excluding TC8717)
Home Hotspot Capable: Yes
Compatible with Xfinity Home Pro Protection: Yes
Compatible with Xfinity Home Self Protection: Yes
XB6:
Model Numbers: TG3482G and CGM4140COM
Friendly Model Name: XB6
Gb Ethernet Ports: 2
Dual-Band WiFi Option: Yes
2.4GHz Connected Client Limit: 30
5GHz Connected Client Limit: 75
Maximum Data Throughput: 1 Gbps
WPS (WiFi Protected Setup): Yes
Gateway / Network Management Tool (http://10.0.0.1): Yes
Xfinity xFi Eligible: Yes
Xfinity xFi Advanced Security: Yes
Xfinity app Activation: Yes
Two Total Telephone Ports: Yes
Battery Backup Capability (Xfinity Voice Only): Yes
Backup battery no longer offered for this device
Previously purchased backup batteries may still be used
The xFi Advanced Gateway (XB7 and higher) is the only device currently offering a backup battery for purchase (non-EPON)
Link Cordless Phones (CAT-iq 2.0*): Yes
Home Hotspot Capable: Yes
Compatible with Xfinity Home Pro Protection: Yes
Compatible with Xfinity Home Self Protection: Yes
XB7:
Model Numbers: CGM4331COM and TG4482A
Friendly Model Name: XB7
Gb Ethernet Ports: 4
Dual-Band WiFi Option: Yes
2.4GHz Connected Client Limit: 75
5GHz Connected Client Limit: 75
Maximum Data Throughput: 2.5 Gbps
WPS (WiFi Protected Setup): Yes
Gateway / Network Management Tool (http://10.0.0.1): Yes
Xfinity xFi Eligible: Yes
Xfinity xFi Advanced Security: Yes
Xfinity app Activation: Yes
Two Total Telephone Ports: Yes (separate Alarm Port)
Battery Backup Capability (Xfinity Voice Only): Yes
The xFi Advanced Gateway (XB7 and higher) is the only device currently offering a backup battery for purchase (non-EPON)
Link Cordless Phones (CAT-iq 2.0*): Yes
Home Hotspot Capable: Yes
Compatible with Xfinity Home Pro Protection: Yes
Compatible with Xfinity Home Self Protection: Yes
XB8:
Model Numbers: CGM4981COM
Friendly Model Name: XB8
Gb Ethernet Ports: 4
Tri-Band WiFi Option: Yes
2.4GHz Connected Client Limit: 100
5GHz Connected Client Limit: 100
6GHz Connected Client Limit: 100
Maximum Data Throughput: 2.5 Gbps
WPS (WiFi Protected Setup): Yes
Gateway / Network Management Tool (http://10.0.0.1): Yes
Xfinity xFi Eligible: Yes
Xfinity xFi Advanced Security: Yes
Xfinity app Activation: Pro-Install until April 2022
Two Total Telephone Ports: Yes (separate Alarm Port)
Battery Backup Capability (Xfinity Voice Only): Yes
The xFi Advanced Gateway (XB7 and higher) is the only device currently offering a backup battery for purchase (non-EPON)
Link Cordless Phones (CAT-iq 2.0*): Yes
Home Hotspot Capable: Yes
Compatible with Xfinity Home Pro Protection: Yes
Compatible with Xfinity Home Self Protection: Yes



S4x;
1.Start: be warm, listen actively and respond appropriately
2.Solve: own it, discover needs, make it efforts
3.Sell: be a product ambassador
4.Summarize: set clear expectation


S4x Behaviors:-
8 CORE BEHAVIORS:-
1.Be warm and friendly: To create a personal connect with customer acknowledge their behavior, listen to customer.
2.Own it: Do everything possible to resolve the issue, trust with the customer.
3.Show appreciation: Reorganize the customer's existing or intended relationship with the company and acknowledge the significance of customer's loyalty.
4.Make it effortless: Make all interactions for the customer quick and easy, promote self service for future use.
5.Read actively and respond appropriately: Give respond according to customer's speed, useless technical words
6.Discover needs: Ask thoughtful, relevant question, collaborate with customer to thoroughly
7.Be an Xfinity ambassador: promote the xfinity service, internet, band.
8.Set clear expectations: keep customer informed throughout the interaction using transparent.

https://behaviorsinaction.comcast.net/


BPA: Business Process Item:
Customer's Approval
Customers interaction policy




Peacock steaming: $4.99



TOOLS:-
1.MERCURY.[Live chat]
2.EINSTEIN.[provide the data/trouble shoot]
3.ACSR.[billing tool]
4.ONECTI.
5.XOE (Xfinity order entry)


NPS:-net promoter score.[rating from customer between 0 to 10].
Promoter 9-10
Passive 7-8
Detractor 0-6
if the customer is not satisfied or sad.
NPS= percentage of promoter - percentage of detractor

{Notes: notes.io/qbTvE}


Customer's reward
1. Silver 0-2years
2. Gold 2-7years
3. Platinum 7- 14years
4. Diamond 14+years
(Movie on demand, Coupons, Discount on tickets subscription)

Applications:
1. Stream
2. Mobile
3. My account
4. Home security
5. Hotspot
6. Xfinity
7. Remote


Internet Package:
1. Connect: 75down/75up------------------XB3
2. Connect more: 200/100------------------XB3
3. Fast: 400/100 {1.2TB}-------------------XB3
4. Super fast: 800/100-----------------------XB6
5. Gigabit: 1Gb/100--------------------------XB8
6. Gigabit extra: 1.2Gb/200-----------------XB8
7. Gigabit X2: 2Gb/200---------------------XB8
8. Gigabit X6: 6Gb/6Gb


1024
Kb- hotspot 600kbps
Mb-50mbps-800mbps
Gb-14gb-1.2gb
Tb-1.2Tb


Data usage
50Gb - $10
60Gb - $20
500Gb - $100

Internet Essential
(Internet at low price)
Low-cost internet service (speeds up to 50/10 Mbps) for $9.95/month plus tax, or (speeds up to 100/20 Mbps) for $29.95 plus tax, including in-home WiFi at no additional charge.
Wireless Gateway (XB3)
Unlimited access to Xfinity WiFi Hotspots.
Free internet training (English or Spanish) online, in print, or in person.
Free Getting Started kit (free shipping or Xfinity Store pickup)** or Professional Installation.
Low-cost computer purchase.
Internet Essentials customers are eligible to purchase a Dell laptop at the discounted price of $149.99 plus tax.
We don't provide flex service to internet service, prepaid, I.E plus, bulk customers.



Cables:
Choice TV (10+)
Popular TV (125+)
Ultimate TV (185+)


ACP (Affordable Connectivity Program)-
The ACP is a federal government program designed to help households connect to internet and mobile services. Eligible Xfinity customers can receive a credit of up to $30 per month ($75 per month for customers in qualifying Tribal lands) toward their Xfinity Internet, leased internet equipment and/or Xfinity Mobile after completing the enrollment process.
A household is eligible for the ACP if the entire household income is at or below 200% of the federal poverty level (e.g., $55,500/year for a family of four or $27,180/year for an individual) or if one member of the household meets any of the following criteria:

In which customer was given subsidy,31 of dec 2021

provides monthly household credit towards any tier of xfinity internet service.

can receive credit of upto $30 per month

upto $75 for tribal llands

it is a federal govt.programme and is available nation wide

eligibility checked for first time by FCC

parental control can block some service



Qualifies for the federal Lifeline program, including:
Medicaid
SNAP
Supplemental Security Income (SSI)
Federal Public Housing Assistance
Veterans and Survivors Pension Benefit
Tribal Programs for Residents for Qualifying Tribal Lands
Receives benefits under the free and reduced-price school lunch.
Cable box: $10/mo
Gateway: $15/mo
Flex: free first, $5 2nd


Xfinity flex:
Search less and watch more with Xfinity Flex, a voice-controlled 4K streaming TV Box that puts all your favorite streaming apps in one place. You can watch Netflix, Prime Video, Hulu, thousands of free movies, shows, activation charges $15.
The first Flex streaming TV Box is included at no additional cost for Xfinity Internet customers who don’t have Xfinity TV service. Each additional Flex streaming TV Box is $5 after the first one.

Getting Started Kit
Flex streaming 4K TV Box.
Xfinity Voice Remote.
Power cable.
HDMI cable.
Getting Started Guide.

Xfi Gateway: The xFi Gateway is a modem and router in one that delivers WiFi coverage throughout the home.

Xfi Pods: Where needed, Xfinity now offers xFi Pods—small, wireless WiFi extenders that help blanket virtually any home with great WiFi coverage, even in areas of poor connectivity. Customers can easily activate the pods using their Xfinity app after plugging them into any indoor electrical outlet.

Xfi complete: $25 ($30 own modem)
1.Unlimited data usage
2.Xfinity Xfi gateway($0)
3.Tech upgrade
4.Advance security on the go
5.Whole home

Xfi advance security: Every rental gateway, Safe from online threat.
On the go: Xfi complete, Devices safe on public hotspot🎈


Whole Home:
Dead spot
Xfi complete
Wifi ass. for 14 days
No spot dead Dead spot found
Purchase Email-Link-Free pod purchase
No dead spot
Purchase pod
$119 after every 6months for 24 months
$199

SSID (network name)
Admin tool: 10.0.0.1 similar to Xfinity application.


Settings Whole Home:
1. Configuration- Is the router in bridge mode? Are the 2.4 and 5 GHz bands enabled? Are the SSIDs combined? Are there existing pods on the account?
2. Connected Clients- How many clients are connected to each band?
3. RSSI (Receive Strength Signal Indicator)- Measures clients at different WiFi signal quality across both 2.4 and 5 GHz bands, as well as time in bad RSSI.
4. Phy rate (Physical throughput across the wifi network)- Measures best and total throughput at both 2.4 and 5 GHz.


Doc ID: HOW20597


*Authentication: (Customer's safety account)
Fully Verified(F)

Non Verified(N)
1st Level (basic info)
First & Last name

2nd Level
1.Last 4 digit of SSN
2.16 digit Xfinity Account no
3.Last 4 digit of Stored Payment method
4.6 digit code no Registered mobile no or email
5.SSO


EMTA: Embedded Multimedia Terminal Adaptor
Combination of modem and router
Voice port, Internet

DOCSIS:
Data Over Cable Service Interface Specification is an international telecommunications standard that permits the addition of high-bandwidth data transfer to an existing cable television (CATV) system. It is used by many cable television operators to provide cable Internet access.

3.0: 1Gbps/100Mbps
3.1: 10Gbps/1-2Gbps

Mobile:
1.Unlimited premium- $65/mo( single line) $50/mo(2 each line from unlimited or by the gig) 720p video, mobile hotspot 15GB, 50Gb high speed per line.

2.Unlimited plus- $55/mo(single line) $40/mo(2 each line from unlimited or by the gig) 720p video, mobile hotspot 15Gb, 30GB high speed per line.

3.Unlimited intro- $45/mo(single line) $30/mo(2 each line from unlimited or by the gig) 480p video, mobile hotspot 600kbps, 20GB high speed per line.

By the Gig:
Customers can select from 3 data amounts 1GB 3GB 10GB monthly
Additional $15

Customer Proprietary Network Information- CPNI


E911: Emergency no.

WPS:
Set up WiFi Using Push Button Configuration (PBC) – Automatic
Set up WiFi Using Personal Identification Number (PIN) – Manual

Firewall setting default will be at low.

ACSR: Advanced Customer Service Representative
It is where all customer and account records are stored and maintained. This system provides critical information like address and customer location and details, package and service subscriptions, and billing and payment information
Customer Information- Customer information includes customer name, account number, phone number, email address, service and billing address, social security number, and/or Personal Identification Number. It also includes the cost of current and available products and equipment, and customer history.
Comcast information- Comcast information includes whether the address is serviceable (can be connected to the Comcast network), what products and services are available at the address, pricing (taxes and fees), and equipment eligibility and cost. It also includes monthly statements, payment processing, identification of available payment types, and review of account and customer history (including what has been added, removed, or changed on the account).
System number- region
Principle number- area within the region
Agent number- 3 digit number segments groups of service location with principle.
Customer number- 13 digit number part of customer search
Location number-14 digit location id


NBX:
Next Best Action (NBX) provides agents with recommended actions to pitch service upgrades to customers.

Competative edge: Compare the package to other services.

Where we can check customers DVR: In Einstein-troubleshooting-option TV-devices and storage
Where we can check customers rewards: In accounts, overview


Porting:
Number porting is the transfer of an existing phone number from a customer's current service provider to a new service provider.

TPV: Third Party Verification.
Conditions
Number must be active with the customer's current carrier.
Customer should not cancel their phone service with the other carrier while the porting is still in process.
Customer must not have any PIC or carrier freeze applied to the number through the current carrier.

8771401730243391


ECM: Enterprise Case Management
Submitting a customer issue ticket.
Reviewing existing tickets to provide updates to customers.
Resolving a customer issue ticket or case.
Reporting about customer issue ticketing and case support.

Tickets important:
Account Change Request: Ownership, Death, Name change
Drop Issues
Gig X6 sales lead
Appointment support
Payment Research
Xfi 4 esculation


Rate code of gateway:
Rentwvoiceq
Ownhsdcdveq
Rentvidhsdeq
xFicompltXi
xFicompltXv

Internet:-------------------------------- Rentvidhsdeq, XficompltXi
Internet+Voice:----------------------- Rentwvoiceq, XficompltXv
Ownhsdcdveq:------------------------- customer's has own gateway purchased

1. No Truck: No tech, No shipment {NT}
2. Install GSK: Only shipment {OO}
3. Channel Care: technician is required {DF}

Professional Install: $100
Failed GSK: $100 (3-5days)
Trouble call: No charge (after 30 days)

ITG:
Interactive Troubleshooting Guide.
Help guide to us to resolve the customer's issue.
1. ITG 1.0---- By recognize customer issue then following the ITG.
2. ITG 2.0---- generate system Recommended through artificial intelligence
3. Integrated ITG---- Combination of ITG 1.0 & 2.0

Open ended question: Unlimited explain the answer
Close ended Question: Limited Yes or no


Mobile service:
Xfinity service
Primary


Types of Tech:
1. Trouble call------- After 30 days (ITG)
2. Failed GSK [$100]-------- Customer install the gateway by itself if doesn't activate (ACSR)
3. Professional Install [$100]<New service, New gateway>-------- In which company active the service (ACSR)

AICR: All Interaction Customer Resolution
If a customer is coming back within 7 days with same or different issue.

TNPS: Transactional Net Promotor System
From client side shared by ppt.

ENPS: Employee Net Promoter System
Fiscal month starts from 22 of 1st month 21 of 2nd month. Target 54%. From operation side related to behavior or feedback.

OPA: Off Phone Activity
Activity we have to complete on duration which was given to us.

FCR: First Chat Resolution