Notes

I understand as I am also a customer outside and i'll doo my best to assist.
Please share me your full name and service address to pull up your account




https://notes.io/q8adG - Certification
https://notes.io/q8afE - Services
https://notes.io/q8agq - Sale
https://notes.io/qm4ZD - Mobile
1. DSAT SAVER
2.EMPATHY
3.OPENING
4.BWAF
5.OWN IT
6.ADDRESS CONFIRMATION
7.APPRECIATION/PLEASANTRIES
8.POSITIVE STATEMENTS
9.BAXA
10.SELF HELP
11.NUMBERS AND LINK
12.COMPROMISED ACCOUNT
13.UID
14.REPAIR TROUBLESHOOTING
15.BILLING
16.SALE
17.TECH NICAL VISIT
18.INTERNET ISSUE
19.CABLE ISSUE
20CLOSING
21.TIMEOUT
22.ADDITIONAL INFO
1.DSAT SAVER :-

I am really feeling bad that you have to go through this and contacted multiple time for same thing.

This time I will personally take care of this and will do my best so that you do not have to contact again for the same issue.



I really apologize for unpleasant experience which you had faced being a valuable customer of the Comcast family. Please allow me to overturn this situation.

Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.

Just to set right expectation it may take few minutes to get everything fixed so please bear with me while I am checking account and troubleshooting to resolve it for you.Your patience will be highly appreciated.



I am really feeling bad for this and you might thinking that I am of no use but trust me I have tried my best to get this fixed.
2.Empathy :-
Your issue is a cause for concern. Lets's find out why this happened.

I can tell you are frustrated and my job is to make sure you are not more frustrated anymore.

I would feel the same in your situation, but we will sort this out.

I know how frustrating it can be. Rest assured I am here to help you out.

I understand you are upset and we wouldn't want our customer to feel this way. Let me quickly help you out with this issue.
3.OPENING
A Wonderful day! Thank you so much choosing Xfinity! This is Punya, your Xfinity Ambassador for today. It will be great pleasure to assist you today. May I have your first and last name of Awesome customer😀 Kindly tell me more about your concern, and let's start working on it.

A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.



I appreciate you bringing this to our attention. I will be more than happy to check that for you😀 Please confirm the first and last name please
I am doing great as I have just started my shift, Feeling pretty energetic❤️
4.BWAF :-

I really understand what you're saying, it's hard to enjoy your TV shows if you can't watch Tv ! I know I experienced the same issue a while ago with my previous cable provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel”.

I really understand what you're saying, it's hard to use Internet while you are doing work! I know I experienced the same issue a while ago with my previous Internet provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel”.



Oh no! I use my internet for everything, so I understand how important it is to get and keep you connected. I' m glad you chatted.

Having reliable, fast internet is crucial to working and learning from home- It is something my family and I depend on daily! Let's see what's going on.

I've dealt with pixelation on my TV and it was so frustrating! The good news is I'm an expert and I know exactly what to do to fix this issue.

I know how frustrating it can be trying to watch tv and getting an error. I know exactly what to do to get the XRE error fixed.

Thank you for reaching out today so I can help. I still use a home phone too, so I know it's super important we get your phone service working ASAP.
5.OWN IT :-
I can understand your frustration on how this was handled, but I can asure you that we’re going to get this resolved for you today.

Please be assured you are connected with right person and I will personally take care of this for you.



Nothing to worry about as I am here to assist you in the best possible way.

Thank you for reaching us and for letting me know about your services. I totally understand where you coming from. You have me here and I am glad to help you.

Rest asured, I am here to help you and provide the best possible resolution.
6.Address Confirmation :-
Please help me with your first and last name ?
Please help me with address and zip code so that I can go ahead and help you out.

Before I move ahead to check the root cause, just to confirm is this your current address ?


I now have your account pulled up, let me check the root cause and help you out.
7.Appreciation :-

I noticed while authenticating your account that you've been with us for the last sometime. 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.

I see that you have been with Comcast as a customer for quite some time. We appreciate your loyalty. I hope that aside from the issues you are having that your day is going well.

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

I really appreciate your efforts before coming on this chat.

I really appreciate your efforts on chat.
*Pleasantries :-

Please stay connected I am working on it.

Thank you for patience and understanding.

Please acknowledge my last message .

Sure, please take your time, no rush, I am here for you

I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself again.

I noticed that you were speaking with another representative. Please give me a moment while I review your previous interaction. I'll be happy to pick up from where you left off.

8.POSITIVE STATEMENTS
I should be the one thanking you for giving me the opportunity to help and sort things out. Thank you also for working with us regarding this matter

what I am going to do is, to check your account to verify our options first and get the best resolution. I appreciate your patience. Let's work together to resolve this for you. Sound's like a plan?

Thank you so much for being so amazing with me your patience is helping us alot:)

Customer like you makes us stronger

You are the the best customer I have assisted in days:)

We value your business. I really appreciate you chatting with me and giving me the opportunity to assist you.·

It was a delightful experience for me to have a customer like you on the chat. We appreciate your business and value you as a customer.

It was a blast experience here as a agent to meet a professional like you!!!

Thank you so much. It really means allot to me and motivates me to work with more dedication.

I really appreciate your journey and loyalty and as well as I would like to also appreciate for business relationship with Comcast.

9.BAXA
MY ACCOUNT APP: Mr. Customer, you can also try to fix internet issue, check for service outages, pay bills, manage your account online, see your appointments you can also cancel them using this app - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.

XFI APP: One of our customer's favorite features is XFI app where you can set up your home Wi-Fi and be online in minutes, find your Wi-Fi password, see who's online, troubleshoot issues and even pause home Wi-Fi network access during dinner time. You can also give nick names to your Wi-Fi

HOTSPOT APP: While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.

XFINITY STREM APP: Meanwhile I would like you to know that you as you have our cable services, you can always use Xfinity Stream app, which turns your smartphone into a Live TV. You can stream as many movies as you want, you can also record your favorite shows on your phone. How does it sounds to you?
10.SELH HELP :-

1- While working would like to inform , you can also try to fix internet issue, check for service outages, pay bills, manage your account online - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.

All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.

You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.com/support/articles/do-my-account-app




2- While working would like to inform Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.

Xfinity App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting

11.NUMBERS AND LINKS
Call support : 1800-934-6489
Internet Essentials: 1-855-846-8376
Prepaid: 1-855-757-7372
(CSA): 1888-565-4329
Seasonal helpline: 1-888-633-4266
Business : 1800-391-3000
Movers: 18776856683
data usage : 1877-807-6581
Xfinity mobile service: 1888-936-4968
Moving: https://www.xfinity.com/learn/moving
ACP: www/xfinity.com/acp
You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record

Service cancellation can only be done by our Customer Retention specialist. They will place the request for the cancellation and your account billing will be stopped immediately. You need to visit the local Xfinity store to return the equipment's and our team will immediately cancel the account and help you with the final billing or you can call on our voice support: 1800-934-6489

I'll make a full note of what we've discussed and what you're up to so you don't have to repeat everything. You can just advise the representative to look into my documentation so to not repeat yourself again.
12.Compromised account - The Xfinity Authenticator app helps keeps information safe. This is an extra layer of security, which helps prevent anyone who does not have your permission to sign into the Xfinity account. The app is available for download on Apple and Android (phones only) and can be accessed using Xfinity User ID & Password.

Xfinity Authenticator alerts you when someone attempts to use your Xfinity ID and password to sign in to your account. You can approve or deny the login attempt with a traditional verification code, yes/no button push, one-touch fingerprint ID or facial recognition.

You can find information about the Authenticator App on the link : https://www.xfinity.com/support/articles/multi-factor-authentication-xfinity-authenticator-setup

13.UID
Please access the link. Once you are on the page, 1. Enter your username. 2. Enter captcha on the next page. 3. Enter the Reset Code( which send on your email or phone number) 4. Create new password. Please follow the steps on the link : https://www.XFINITY.com/password

I want to inform you that we need to update a password recovery option on the account and it should be connected to the In Home Wi-Fi so that you can verify the link and get the reset code. May I have the phone number and email address on which I can send you the verification link to get the password reset code?

I'd be happy to help you reset your account password. Let's work together to get your account working.
14.Repair Troubleshooting
No Connectivity
Check for splitter
Ask for led color
Ask to check the wire
Restart

Slow speeds

Ask the customer to check the current speeds from speedtest.xfinity.com
How many devices?
Wifi or wired connection
Do troubleshooting like – splitter, personal router and restart
Ask to do the speed test again



• What’s the color of the LED on the top of the gateway? – XB6/7/8
• What’s the status of the 3rd light from the top on the gateway? (Blinking, On or Off) – XB3
• Is the issue on a single device or multiple devices?
• Is there any splitter in between the modem and the cable wall outlet?
• Please remove the power cord from the wall outlet, check the coax wire is tight and secure at the back of the modem and at the wall outlet. Wait for 15 seconds and then restore the power to the modem.


Bridge mode needs to be enabled on xfi gateway is the customer want to use a personal router
Check for CMAC address if the customer has multiple modems, transfer of service or got a new modem


15.BILLING
Please note that you can schedule your payments now. Please visit https://customer.XFINITY.com/#/billing/payment . Under payment date, select the date when you want to make a payment and it would be processed on that date. It’s that simple.

I wish, I could restore them for you and if I had it in my hands I wouldn't hesitate a minute to restore your services. Unfortunately this is an automated system which verified the payment and arrangement dates then automatically restores the services

You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record
As I can see currently you have the past due of $ 63.78 on the account and I want to inform you that the account is currently not eligible for the payment arrangement that's why the services got disconnected.

,In order to make the account eligible for the payment arrangement the amount of $63.78 should be made today so that the system can restore the services

Also I wish I could connect you to anyone who have this authority to restore the services but this is done by the system. I hope you will understand:)

16.SALE
I have a great news for you which can bring smile on your face:) shall I share the details with you?

XFI complete: You'll get XFI complete package in that you will get unlimited data with advanced XFI network security + Free home wifi assessment + Upgraded one modem + you will also get advanced 2nd generation XFI POD for no charge for full home coverage if required (eligible) after completion of 14 days of home assessment, sound's good?

Flex: Meanwhile, as you are a valuable customer I am giving you free access to our streaming services with Peacock premium subscription at no charge , you will also get a 4k streaming box with it with no additional cost, It will be free as long as you have xfinity internet. how does it sounds to you?

17.TECHNICIAL VISIT
Please notes these points before we book the tech
1.If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf.
2.No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services. However the tech will first check the issue and will explain it to you and he will also mention if the charges will apply or not and you will get the option to cancel it that time as well and the charges will be $100
3.You will receive a call from our Automated System prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem
4.Now you can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment

We have completed all available remote troubleshooting steps to resolve your issue in this chat. We will now need to send out a technician. The technician will make sure that all your connections are properly installed.

Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

We are following the advice of government and public health officials by limiting contact as much as we can. Know we are taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: has anyone in the home tested positive for the virus?

18.INTERNET ISSUE
On a personal level I can totally understand what you are going through, I know the value of good working internet however you have reached the right person, let me check what's going on

We need to configure the Wi-Fi settings of the modem and we need to set up a new Wi-Fi name and password, may I have your desired Wi-Fi name and password which I can update for you please:)

On a personal level I can totally understand what you are going through, I know the value of good working internet however you have reached the right person, let me check what's going on

I am working on rectifying the signal congestions. After this I will run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update. This process will take only 2-3 minutes.

1. Firstly, Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem
3. Now, Wait for 50 seconds.
4. After, Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
5. Plug back the modem to the power source to turn it on and wait for all lights to sync.
6. Once the modem is fully sync, check for internet connection.

19.CABLE ISSUE
As a TV lover I can feel the same as you are feeling now. I know how it feels to miss your favorite show. However you have reached the right place, I will do the best of my knowledge to fix this for you.

I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.

Please confirm serial number of the affected box that will be available at the back panel of the cable box.

Thank you. Most of the time the issue is caused by loose cable connections to your cable box. Can you make sure cables are securely connected?

20.CLOSING
Thank you for contacting Xfinity Live Chat Support and being a valuable member of Comcast family! We value and appreciate your business with Xfinity! Have a great week.

Today you chatted in regarding .... and we discovered that .....Can you confirm that this resolved your concerns today ?

I hope that you are happy with my support Today and all the issues are addressed. 😀?

Great, I appreciate your valuable 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 the day. You can click on END CHAT option to close the chat properly.

It was a delightful experience for me to assist you on the chat. We appreciate your business and loyalty as a customer. Please share your feedback by clicking on “end chat” button😀
21.Timeout :-

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. You can contact us at anytime, 24/7 at https://support.xfinity.com/chat or by using self service options on the myaccount app xfinity.com/myaccount. Thank you for contacting XFINITY Support
22.Additional Info :-

Let me tell you about something amazing, so have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out , its a brand new program that gives us another way to say thank you to our valuable customers, ( movie rental, sweepstakes, discounts and more ! ) Sign up for free at www.xfinity.com/rewards to see what offers are available.