Notes

NO OPENING
A wonderful day! Thank you for choosing Xfinity support! This is Sujata, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have the first and last name of the awesome customer :)
Thank you for contacting Xfinity chat support. My Name is . Who do I have the pleasure of assisting today?

Incase of auto opening :-
I am your Xfinity Ambassador for today. It will be a great pleasure to assist you today. Please tell me more about your concern, and let's start working on it.

Opening - Hi ---, I hope you are doing great, How may I assist you today?
Yes, it is good and getting better while assisting you!

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

May I know the issue you are having with services so that I can check and help you the best solution?

XM PITCH
While I am going through your account, I just checked you got qualified for an amazing promotional price wherein You can save hundreds of dollars a year and I can help sign you up for Xfinity mobile.
-------------Rapport build-------------
How may I assist you today?
I hope you are doing fine apart from this issue.
While working, may I know how's your family doing?
Yes likewise, Thank you for asking:)
Despite the issue, may I know how are you?
It's a new start of the week I guess, so I wish you would have a wonderful week ahead :)


Pleasure is all mine to have a customer like you over the chat:)
I am more than happy to help you :)
We definitely appreciate your loyalty with Xfinity. It is great to see that you have been giving us the opportunity to serve you this long, and we will always be looking forward to many more years ahead.


TOGGLE
Just a gentle reminder do not toggle the window or press the back button as we might lose each other.

====================================Relate & Understand & Assurance============================


Thank you for bringing this to our attention. I can completely understand the situation. I will surely help you with your concern. Please be assured and let me take complete ownership of the concern you have so I can help you with the best possible resolution.
I can understand your situation. as I am also a customer at the same time and can relate to your situation. Please be assured that I will do my best to resolve your issue.
I apologize for the issue you are experiencing with Internet services. Let me quickly assist you with your Internet issue. I appreciate the efforts you did so far to fix the issue before coming on the chat. I am here to provide you with excellent customer service today. Please be assured I will do my best to help solve your problem.


I can completely understand the importance of stable internet as we all need it for work and entertainment purposes. Let me quickly help you with the resolution.


I apologize for the inconvenience this has caused you. I truly understand the importance of services / internet, as I am also a customer outside the office. No worries, let me check your account and help you in the right way.
I apologize for the issue you are experiencing with cable services. Let me quickly assist you with your cable issue. I am here to provide you with excellent customer service today. Please be assured that I will do my best to help solve your problem.
-------------------TECHNICAL Expectation----------------------------------------




**** Let's troubleshoot together to fix the issue, however, if the issue still persists then I will schedule a technician as well. Resolving your concern is our top priority.
It is my pleasure to help you. Resolving your concern is our top priority as we appreciate your business and value you as a customer.
Right now I'm communicating with your device to pull your device information. This generally only takes a few minutes and I'll continue to update you on progress.

*******
I understand the importance of a working and stable connection, as I also use the internet for work purposes and to connect with family. Please be assured that I will give my 100% to address your issue.
I apologize for the issue you are experiencing with cable services. Let me quickly assist you with your cable issue. I appreciate your efforts so far to fix the issue before coming on the chat. I am here to provide you with excellent customer service today. Please be assured that I will do my best to help solve your problem.
I apologize for the inconvenience. Let me look into your account and provide you with the best possible resolution.



I apologize for the issue you are experiencing with internet services. Let me quickly take care of this


Thanks for specifying your concern. I understand the importance of working internet in this digital world. I will definitely help you get the internet speed you are paying for. Please rest assured.
I'll try my level best to resolve your concern, please rest assured.
I can totally understand your side. Please be assured, I am here for you and will fix it for you

I absolutely understand the importance of working services. Let me quickly review your account and help you with the resolution

I can understand and feel the same you are feeling now as I am also working from home and sometimes lack of connectivity affects our job.
I can completely understand the importance of stable internet as we all need it for work and entertainment purposes.
Got it. To make sure you're getting the Internet that best fits your needs, could I ask how many people in your home use the Internet?
I apologize for the inconvenience, let me look into your account, and will provide you with the best possible resolution

**** TECH STEPS

I am just bringing your speed back so that you can use that. I am going ahead and scheduling someone for you at no cost so that tech will come and check if there is any signal issue or leakage there in cables outside or on the main plate in real-time it is looking good but maybe something is wrong outside

So, the soonest I am getting here is 03/08/2023, 10:00 AM-12:00 PM EST But the best I can do for you is I can add you to the waitlist for today also and tomorrow and. in case someone missed or canceled the appointment then the technician team will send you the text and they will tell you about the availability. And you have to reply with yes or no within 30 minutes. Is that fine?


No charge will apply for any issues identified at Xfinity's end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services. The charge would be applicable if your own needs to be replaced or Internal wiring issue. The technician will inform you about the charges if applicable.

And if you are not available for the visit then anyone can be there who speaks English and is 18 years above. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf.
Also, you can View Your Technician's Estimated Time of Arrival in the Xfinity My Account App

Technician visit charges case : I totally understand your concern about paying Technician charges, however when you opt for Self-installation Kit for your devices and installation, it is mentioned in the digital approval that if you are not able to self-install the devices and you require a technician to visit your premises. The technician will ensure he installs the product correctly, Verify the Download and Upload speed, will Test The signal, Will ensure proper hook up of your equipment and Comcast equipment, and will educate you about service and Troubleshooting.
*******************************************************************************************************************************
VERIFICATION QUESTIONS
Please help me with your first and last name and complete address with zip code in order to check that I am working on the right account.
I have sent a six-digit verification code to the number ending with *-* please help me with it?



Before I proceed, please confirm the last 4 digits of your SSN for verification purposes.
Please confirm the last 4 digits of the stored payment method on file for verification purposes.

Objection handling / when customer denied to give SSN : in order to check the device compatibility I need complete ssn to proceed further. Your all credentials secured under FCC security law and Xfinity security policy, also as this domain is secure the information will be encrypted and we would not be able to see it.

********************************************************************************************************************************
APPRECIATION
I appreciate you answering all my questions patiently, which will help me identify your issue over the chat.
I appreciate your cooperation in troubleshooting with me. Here at Comcast, we make sure that we always provide what's best for our customers.
I appreciate your 100% cooperation and kindness in the chat.
Thank you for being on hold! Your time and patience are highly appreciated.
I really appreciate your efforts before the chat.
I really appreciate your decision. It is really a great choice.
Thank you for being a loyal customer with Xfinity. We appreciate your business with Xfinity and value you as a customer.
I appreciate your patience and efforts during the chat.
********************************************************************************************************************************
Survey Scripts
Mr. / Mrs. Customer, today you chatted regarding ____________, and we discovered that ______________________.
Can you confirm that this resolves your concerns today?

'Cheers to our teamwork :) I hope you like the assistance I have provided you today
Honestly speaking customers who have patience and cooperation is very less like you. It is nice chatting with you and would love to assist you in the future as well.
You have been very patient and amazing/cooperative throughout the chat, certainly, the best customer I had today. I hope that all the issues are addressed.
Your satisfaction is my number one priority. Is there anything else I can assist you with?
Before we finish, I want to make sure we have covered everything, do you have any other concerns or questions I can assist you with?
How was your overall experience with the Xfinity service and assistance that I provided you on the chat?
"I would love to hear about your chat experience with me today. If you would like to share your thoughts you can click on the END CHAT option. I would appreciate feedback on the service and experience I have provided today.

I hope you are happy with Xfinity services and the support I provided.
Thank you for your kind words :)
It would be great if you could share your thoughts on partnering with me today to resolve your concern. If you'd like to share them, you can click the "END CHAT" option at the top right of this chat session. I would be very happy if you share your feedback at the end chat, I will be very happy :)
"
I appreciate your cooperation in troubleshooting with me. I just want to make sure everything is covered while you still have me, is there anything else I can help you with today?
Thank you for your support and cooperation over the chat I really appreciate it.
Great, before we finish up, do you have any other concerns that I can assist you with? I want to ensure we have covered everything in this chat.

I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.
I must say it was a delightful experience for me to have a customer like you.
I will do my best to get this done for you. Be assured I will make your experience the best with my customer service.

I can understand that you have been through a lot and I just want one thing from my customers their gratification which makes me happy as well.

Thank you so much, it really means a lot to me and motivates me to work with more dedication :)

You have been very kind and cooperative on the chat. A customer like you makes us strong.
That's Awesome! you did it. I really appreciate your efforts and patience. Your satisfaction is my priority.

You have been the most pleasant and cooperative customer, Thank you, for being such so a kind and polite customer.
I want to thank you for your time and patience while resolving your concern, have an awesome day.
Thank you for your support and cooperation over the chat I really appreciate it.
Thank you for your support and cooperation over the chat I really appreciate it.
- It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supportive and patient throughout the chat. Is there anything else I can assist you with?
Thank you for choosing Xfinity and have a great day and a great year! Please take care and stay safe.

****SALES Pitching - Flex, Gateway, Xfi
SALES PITCH
While resolving your concern I would like to inform you that, we have recently integrated our advanced 4k Flex streaming box. It will help you to enhance your Internet connection and gives you the best service experience. It is free of cost for our Xfinity customers. This will deliver to you within the next 3-4 days or earlier.

For what purpose do you use the internet? (Streaming, Gaming, and for work)?

Streaming – pitch for FLEX || Gaming – Pitch for Speed Upgrade || For Work – xFi Complete

While working to resolve your issue, I see the AMAZING promotions and DISCOUNTS available that may perfectly fit your needs.

Ask open-ended discovery questions (Questions number 1) to pitch accordingly

How do you feel about internet security, such as preventing hackers and malicious websites?
** SALES (xfi and flex)
1) xFi Complete is our best in-home WiFi experience and includes the following benefits: Have peace of mind doing everything you like online with unlimited data, if you're enrolled in our 1.2 Terabyte (TB) internet data usage plan It will cost $10 more just should I add for you?
I would like to inform you that while working on your account as I have seen you are also eligible to get our XFi complete plan wherein for just $25 you will be getting unlimited data along with advanced security and full access to your Xfinity modem on Xfinity app.
Also as you already have our rented modem for which you are already paying $15 per month and XFi complete plan will get activated on the same device and it will just cost you an additional $10 to make your internet experience the greatest.
In the XFi complete plan, we will be also upgrading your internet modem every 3 years for free of cost.
AAA, once you will get the XFi complete plan we will be doing a 14 days WiFi assessment remotely on your internet connection to determine if there is any dead spot or if you need the XFi pods to improve your WiFi connectivity In-home.
Once it's done you will be getting an email from us with the results of the assessment and if eligible on the same link you can claim the XFi pods from us at no cost which cost $119.
xFi Advantage offers increased speed and better product integration for your Xfinity Internet experience.
Xfinity Rental Gateway - If you’re investing in our Xfinity Internet service you can opt for an Xfinity rental modem which saves you money when it comes to upgrading/replacement.

FLEX
Streaming – pitch for FLEX || Gaming – Pitch for Speed Upgrade || For Work – xFi Complete
What do you currently stream Online?
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies
I would also like to inform you that you are a valued customer of Xfinity I will be also providing you our Xfinity Flex streaming service along with peacock premium for free of cost : )
Xfinity Flex is a voice-controlled 4K streaming TV box, at $15 one-time cost Xfinity Internet. Check out all you can do with Flex: Bring together top apps and networks including Netflix, Disney+, Hulu, HBO Max, Prime Video, YouTube, discovery+, and more should I add for you?
In the meantime, I was going through your account and just saw that you are eligible for XFINITY FLEX STREAMING TV BOX RENTAL at no charge. You can get the box and stream online ​on Xfinity Flex. A voice-controlled 4K streaming device that puts all your favorite streaming apps in one place on your TV. What makes it even better? It’s included with Xfinity Internet for no additional cost.
You will be getting 20,000+ hours of quality contact at no cost along with a free Flex streaming box on which you can do a lot like managing your internet and account as well.

I am also sending you Free flex 4k Streaming box.
"With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video, and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it easier than ever to search across your apps, all in one place.

It will be absolutely free for a lifetime.
"
Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services you want. I'll ask you to review the order and, if it's correct, to please approve it. What phone number or email address would you like to use to complete this process?
Shall I send Flexbox as well?
Please provide your phone number for the Flex details.
I have sent approval to your number, please check and approve it. There is one time flex activation charge of $15.00
You will get the box within 48-72 hours and it is easy to activate it.
Once the equipment is in place, you can activate your services at <a here="https://xfinity.com/activate" target="_blank">https://xfinity.com/activate</a> or download our xFi app for the best activation experience.
"Please share your email address, so I can share the Flex activation steps.

I have sent steps to change wifi settings and Flex activation steps as well. "


XM Promotions 2022- HOW20761
MOBILE PITCH
Meanwhile. I am working on your account, out of curiosity, may I know how much you are paying for your current mobile services and for how many lines
Just curious, how much you are paying for your mobile services with different providers btw?

I can see you can get the $ 20 credit on your account for the next 24 months, you just have to sign up for Xfinity Mobile, either you can port an existing number and number or you can get a new "ON US" phone. Our data plans start as low as $15.00/GB/month

Before we disconnect I noticed that you are eligible to get Motorola Moto G Stylus 5G ON US. The amount of the phone will be credited to your monthly bills spread over 24 months. You just have to port an existing phone number. Our data plans start as low as $15.00/GB/month
I would like to inform you that you can port the existing phone number and avail of up to a $30 discount on your internet bill.
With Xfinity mobile you can save hundreds of dollars a year, can I ask who your current provider is and how much you are paying monthly?
You also qualify for Xfinity Mobile, I can save you hundreds of dollars a year on your mobile bill! May I ask how much you are paying monthly? Currently, we are offering a $200 Visa Prepaid Card for each line when you bring your own device to Xfinity. Additionally, we are offering $400 Off on Flagship (Apple, Samsung, and Pixel 7) phones.
If you purchase, 2 Xfinity Lines with a Mobile phone, you can save $800 dollars. If you purchase, 2 Xfinity Lines and bring your own device to Xfinity, you get a $400 dollar Visa Prepaid Card. Additionally, savings of hundreds of dollars will also be applicable basis of the plans that you select as the prices are comparatively a lot better due to the ongoing Holiday season.
I can see on your account that you are eligible for a Motorola Stylus which, is “On Us”. Full retail value of the device i.e. $369.99 will be credited to your monthly bills spread over 24 months. All you need to do is add a new line of service and port an existing phone number.
OFFER: Samsung A53 “On Us” (11/18 through 12/21) Motorola Stylus “On Us” (Dec. 7 through Dec. 21) $200 Visa Prepaid Card with BYOD (12/7 – 12/14) • Samsung – Galaxy Z Flip and Fold Families, S22 Family, S21 FE • Google – Pixel 7 Family

"
As you are using all the services of Xfinity . You are eligible for Google Pixel 6 A phone which is on us. You will get the phone at no cost as you will get the device credits. If you will get one line from Xfinity . you will also $ 20 discount on your Internet bill monthly

I can see here that you qualify for a Google Pixel 6a “On Us” when adding to a new line of service and porting an existing phone number. You will receive the credit, equal to the full retail value of the device ($449.99), on their monthly bills spread over 24 months. This means no cost for the phone. And also you will get a $ 20 monthly discount on the Internet bill monthly. So almost no cost for you. And no cost of calling nationwide with free WIFI hotspots.

If the customer denies the offer or is not interested:-
Please give me an opportunity to understand your hesitation, so that I can provide you with the best value for your money.

If Customer denies the offer due to high bill or costly services:-
Since our data plan starts at just $15/month and our unlimited data plan costs $30/month, when you sign up for multiple mobile lines. May I know, how much currently you’re paying to your current mobile service provider?

May I know how much data you use on an individual basis in the family?

Do you sometimes think that you wanted to switch the data plan between the fiscal month?

As I checked you prequalify for the Xfinity mobile services, with America’s largest and most reliable LTE network combined 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. You get unlimited nationwide talk and text with No term contracts. Shall I share the details with you?

Just curious, how much you are paying for your mobile services with different providers btw?
Meanwhile, Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?

Thank you for letting me know. I would like to inform you that if you bring your owned device with Xfinity mobile network, we will provide Unlimited calling, texts, and data for just $45/month and you can get the best Verizon network with faster speed and access to 22 millions of free Wi-Fi hotspot access. The best part is you no need to pay anything today
You can keep your same number with Unlimited Everything or we can provide you a new sim for your current mobile.
Thank you for the information. I can check the device compatibility in our system and let you know. May I have the 15 digits IEMI number of your current phone. That would be much appreciated
I have to also see what an IEMI number is
I understand what you are saying, it will take a few minutes and it's win and win situation. You no need to pay anything if you ported the number today the deal is valid for a very limited time and it can end anytime.
Yes, what is the brand name of your phone?
Samsung
Awesome. Open the Phone app on your Android phone. From the Dialler, dial *#06# into the Dialler
The first one is your IMEI number, Brian
You just need to dial *#06# on your Samsung phone and you will get the IMEI number
355611111068297
The good news, your phone is compatible. Your device is unlocked and we can port it with Xfinity mobile carrier.
To proceed further, please confirm the DOB and complete 9 digits SSN in this format 1 2 3 4 5 6 7 8 9 , please put a space between numbers. That would be much appreciated
Do you want to keep the same number Brian with Unlimited everything?
Are we connected Brian?
05041970 xxxxxxxxx yes keep the numbers the same. If I was to bring a 2nd mobile over would that be $45 also
If you add the second line today then your mobile Bill would be $60 for Unlimited everything. You will get more discount when you add more lines
The SSN is masked, can you please put a space between each number like this 1 2 3 4 5 6 7 8 9
Please provide the phone number as well if you want to keep the same number
3 6 5 7 8 9 8 5 4
Will I have to call T-Mobile and cancel my service
Yes, I will let you know how to do that. Rest assured
I have sent the approval to this number (269) 339-6703. Please approve it and do let me know
When you receive the message, click on the link to open your order summary. Check the boxes and then click the 'I agree' button if you approve of your order. I will stay on the line while you review so you can ask questions. Once you approve, please stay on the line so we can finalize your order.
So was that for just the internet or both phone and internet? It says $93
Yes with your owned modem it is showing $93/month and you need to pay for mobile data for just $46.month for Unlimited everything
Later I will activate the owned modem once the order is approved. Let me know once you approved the order
Ok the bill says 103 now just want to make sure it's right
Please let me know once you click on I agreed on the last page of consent. Thank you for the approval
Thanks for your purchase, BRIAN. A confirmation email will be sent to [email protected] Number: 2304052497866221
Now let me go ahead and activate your owned modem right away


Meanwhile. I am working on your account, out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
One line 80 bucks
Is it unlimited?
Yes
Oh, you are paying too high!
Yes I am
I can provide you 1 unlimited line with unlimited internet, calls, and text in just $45/mo + $100 VISA Prepaid gift card + access to over 20 millions of 5g hotspots.

************************************************************************************************
-----------------------------XFINITY MOBILE SALE PITCH SCRIPTS----------------------
Are you aware that you can save hundreds of dollars a year on your mobile plan by switching to Xfinity Mobile?
We’re also providing mobile service. Where, you can stream, browse, and text everyone using your devices. You can have By the Gig or Unlimited data, no phone line or access fees, and our data starts at just $15/month with a powerful nationwide 5G network and millions of secure Wi-Fi hotspots included at no extra cost. Shall I go ahead and sign you up for Xfinity Mobile?

If customer is interested:-
I am glad that you are interested in Xfinity Mobile. I would like to inform you that we’re also offering a Google Pixel 6A device worth $449.99 that will be "ON US " for 24 months (DPP) device payment plan.

In order to avail of this offer. You just need to port your current mobile number from another carrier to Xfinity and activate the line within 30 days of purchase. Shall I go ahead and sign you up for Xfinity Mobile?

If customer denies the offer or not interested:-
Please give me an opportunity to understand your hesitation, so that I can provide you the best value for your money.

If Customer denies the offer due to high bill or costly services:-

Since our data plan starts at just $15/month and our unlimited data plan costs $30/month, when you sign up for multiple mobile lines. May I know, how much currently you’re paying to your current mobile service provider?

May I know how much data you use on individual basis in the family?

Do you sometimes think that you wanted to switch data plan in between the fiscal month?

----------------------------Xfinity mobile transitional statements--------------
- Since you’re one of our valued internet customers you qualify for……
- Since you’re working from home there’s no reason to waste money I would love to share some exciting news…

-Are you paying more than $15 for your cell phone bill?


----------------------NAC--------------------------
I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.

Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you.

It looks like you've possibly walked away, or have left our session. Thank you for contacting XFINITY Support.


------SLOW SPEED ---

Slow speed issue : Just to heads up, Speed tests conducted over WiFi are limited by WiFi network type and signal strength, and usually do not represent your full cable connection speed. For the most accurate speed test of your Internet connection, make sure that the test is done on a computer/ Laptop with a wired network connection (Ethernet or USB).

--- NEW PAYMENT ARRANGEMENT --


I apologize for the miscommunication however there are no notes updated on the account for the same and I have also verified your eligibility for payment arrangement, service restoration will only be possible after the payment of past due amount.


I can understand that it is difficult for you to manage the account right now and pay the bill. I really wish to help you out however there are certain policies we need to abide by and as per that without the past due balance, service restoration would not be possible at this address. I would request you to please make the payment for the past due amount so that we can help you restore the services.


=============================================================================================

CLOSED STRATEGY:-
1 Today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?

2 Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.


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