Notes

opening

• Thank you contacting Xfinity Chat Support. This is Agent Name, your Xfinity Ambassador for today. How ay I help you today?
-------------------------------------------------------------------------------------------------

Set Clear Expectations:
Please do not press the back button and also avoid using other application for us to stay connected without any interruption.
-------------------------------------------------------------------------------------------------

Apology + relate statement

For internet not working users:-
*• I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you
*• I completely understand your concern. I surely will try my best to get this sorted over the chat.
• 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.

For slow internet users:- • I apologize for the inconvenience, 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 apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.

For cable users:- • 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.
• Thanks for specifying your concern. I understand the importance of a proper working television service in this world full of entertainment and infotainment. I will definitely help you to get your television service working back again. Please be rest assured.
-------------------------------------------------------------------------------------------------

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?
-------------------------------------------------------------------------------------------------


Verification scripts
1. Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.
2. Thank you for verifying the account before the chat. I appreciate your efforts and cooperation
4. Authentication process is necessary to protect your account from unauthorized access and fraudulent activities. Xfinity takes all the necessary steps to ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.
5. As I have checked you are not a authorized person on the account. To proceed further we need authorized person on the chat . This is to ensure the privacy and safety of account. Please get the authorized person on the chat.
-------------------------------------------------------------------------------------------------

HOLD :-
Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.
Thanks for staying connected till I fetched your account details. I appreciate your patience.
-------------------------------------------------------------------------------------------------

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.
• 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.
• I appreciate all your working before coming on chat to fix the problem from your end. Now let me take care of this for you.
Till then you can relax and grab a cup of coffee.
• I appreciate the attempts made by you to fix the problem from your end.
• I appreciate your patience. We are almost close to the conclusion. Please stay connected for some more time.
-------------------------------------------------------------------------------------------------

CALL REQUEST

I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you.
However you can share your query with me here on chat and I will try my best to resolve it.


Since you’re looking to have a word with Voice representative, please call us at 1800-934-6489 Xfinity and follow the interactive voice response to have a word with live agent.
Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services

-------------------------------------------------------------------------------------------------

Technician

Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.
Thanks for specifying your concern. I will definitely help you to cancel the technician appointment. Please be rest assured.
-------------------------------------------------------------------------------------------------

Anything else

Is there anything else I can assist you with today?
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?

-------------------------------------------------------------------------------------------------

Pitch 4 PROMOTER

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?

Closing
1. You were awesome to work with ! Thank you for choosing XFINITY !! We do appreciate your business and loyalty with us. Have a great and awesome day!
-------------------------------------------------------------------------------------------------

SELF HELP
( for all types of internet issue)
Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and
manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.

(in case you schedule tech)
You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.
(in case you schedule tech)

Using the Xfinity My Account App, you can reschedule or cancel an upcoming appointment, as well as add it to your calendar.

1) Download the Xfinity My Account app from Apple appstore or GooglePlay.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select " add to calendar" to have a reminder added to your device's calendar.
5) If you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.

( for all types of internet issue)

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, 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/suggest 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

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?

OUTAGE AND OUTAGE CREDIT

I would like to inform you that there is an outage in your area due to that your services has been impacted . The estimated time of outage resolution is
Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable and you will receive the credit for the time you are facing interruption in your services.
DONT PROVIDE UNTIL CUSTOMER ASK FOR THIS
For the outage interruption I am also applying $ credit on the account.
The least that I can do right now is to atleast apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.
Credit will be reflected on your online account within 24 hrs and on your next bill.
-------------------------------------------------------------------------------------------------

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.
-------------------------------------------------------------------------------------------------


https://www.xfinity.com/learn/moving
https://www.xfinity.com/hub/mobile/
https://www.xfinity.com/mobile/support/article/how-to-block-robocalls
http://support.xbox.com/en-US/xbox-360/networking/configure-wireless-settings
http://mydeviceinfo.comcast.net/
fastclaim.com/xfinitymobile

Xfi pods team 1855-551-7534
data escalation team 1877-807-6581
HOME SECURITY HELPLINE : 1-855-711-7997
prepaid helpline : 1-855-757-7372
sales helpline 1-877-561-9475
Return old equipment helpline : UPS at 1-800-823-7459
Activation helpline number : 1-855-652-3446
DATA ESCAlation team 1-877-807-6581
Activation team - 1-855-652-3446
Mobile claim apple helpline : 800-275-2273 , getsupport.apple.com - Damage , (855) 884-9771 to process claim - loss or theft
As sistance for Seasonal accounts : 1-888-633-4266
Xfinity mobile helpline : 1-888-936-4968
Wifi pa ss : 1-866-489-0919