Notes

1.Be warm and friendly: To create a personal connect with customer acknowledge their behavior, listen to customer.
I completely understand/I can fully understand/I understand how important.. /Certainly/Happy to discuss/My pleasure/Great!/Brilliant!/Happy (holiday name)/Enjoy the rest of your day/Have a great evening

2.Own it: Do everything possible to resolve the issue, trust with the customer.
Let me check what's going on?
I will be assisting you to get this resolved
Be more than happy to assist you with this
I can definitely help you with that
I can do that for you/ I can absolutely help you with that
Definitely I will make sure this gets resolved quickly for you.
We can certainly help you with this

3.Show appreciation: Reorganize the customer's existing or intended relationship with the company and acknowledge the significance of customer's loyalty.
I appreciate you working thru it
We hate to lose you as a customer
Thank you for being a loyal customer
I appreciate you bringing this to our attention
We appreciate your feedback
We appreciate your business and it means a lot to us
I appreciate you providing me that information


4.Make it effortless: Make all interactions for the customer quick and easy, promote self service for future use.
Let me go ahead and pull up your account
As I can see it here
It shows here that
You can check the status of your technician any time in My Account
Paperless billing is hassle-free, convenient, green & secure
Any other questions
Anything else I can help you with
Read Actively and Respond

5.Read actively and respond appropriately: Give respond according to customer's speed, useless technical words
I can see you are contacting us for
As per my understanding (paraphrase)
So what I am hearing you say is
I see
I understand


6.Discover needs: Ask thoughtful, relevant question, collaborate with customer to thoroughly
Trouble Shooting: ask ITG questions
Billing: ask questions to understand what the customer is seeing on the bill and resolve
Video; Who, besides yourself, will be watching TV?
Tell me a little more about what watching TV is like when everyone's home
Any premium channels and/or Netflix
Internet: What does your family use the Internet for
Any gamers in the house ?
Does anyone ever work from home ?
What devices does your family connect to the Internet? Roku? SmartTV?
Voice How do you keep in touch with family and friends
Do you have a home phone ?/Do you call international?
XH (see next) any questions around smart home automation & security

7.Be an Xfinity ambassador: promote the xfinity service, internet, band.
Some of my favorite things about (applicable Xfinity product) is that (feature/benefit) / that’s why I love my job
Mentions of Xfinity apps

I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, 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 suggest to give it a try. 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
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.
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 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.
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.


8.Set clear expectations: keep customer informed throughout the interaction using transparent.
I am scheduling
Options for you are
Does that makes sense
Next month your bill will
A brief recap
To summarize what we discussed today I am updating your account (and does add notes per e360 notes policy)
Your payment for $XX has been successfully applied and your confirmation is
We can have a tech out there for you on (date) between) (Provide all appt disclosures)
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