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All right, (Customer name), today you chatted in regarding ___________ and I can imagine! I would be so lost without my internet! Oh, and I’d also like to thank you for troubleshooting with me – I couldn’t have gotten your services restored without you. “
What else can I help you with today?”
Awesome! I’m so glad I was able to help and confident you will be able to use the services without any interruption. Just to make sure once more before I let you go, (customer name), have I resolved all your concerns?”
In case of scheduling trouble call:
Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________. ****Rest be assured, Our technicians are the best, so I know you’ll be in great hands (USE it where we arranged a trouble call) .. What else can I help you with today?
Thank you for being a loyal Xfinity Customer. Also, I (truly) appreciate your patience and time so much. Have a great Rest of your day.
In case of creating SOAK/Open ticket:
Mr. / Mrs. Customer, today you chatted in regarding ____________, we’ve completed all the troubleshooting steps available over the phone. Now, we’ll run additional diagnostics on the backend to resolve your internet connectivity issue, which may take up to 4 hours. We’d like to text you to confirm your services are restored. Is it okay for us to send you a text for further updates?... Let me reassure you, Denise, this issue is frequently resolved within the timeframe given, and the best part is you don’t have to wait on hold or call back! May I please confirm we can send you a text?... Great! A text message will be sent to the preferred number ending in 5555 to confirm the issue is resolved. If, for any reason, your internet connectivity issue still persists, an advanced repair specialist will be available via chat or virtual callback.”
Now that we’ve confirmed your mobile telephone number and are running the diagnostics in the background to restore your internet, what else can I help you with today?”
I’m confident your internet will be back up and running in the given timeframe. Thank you for being a loyal Xfinity Customer. Also, I (truly) appreciate your patience and time so much. Have a great Rest of your day.
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