Notes

•
• Hello ___, please elaborate your concern so that I can quickly help to resolve the matter in the best possible ways and definitely put a smile on your face.
• Sure ___, I will help you out in __. Please be assured you are connected to the right person. I will make sure that by the end of this chat you will have a smile on your face:).
• • Thank you for bringing this concern to our attention. Let me quickly check it and help further to get this resolved.

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###############################APOLOGY? RELATE? EMPATHY? ASSURANCE?#####################




I request you to please run a speed test on a wired connection by using this link. http://speedtest.xfinity.com/


I apologize for the inconvenience caused to you with ISSUES. I've dealt with this on my TV also and it was not a very pleasant feeling. Let’s troubleshoot the issue together to get the TV back up and running. I will try my level best to resolve this and leave a smile on your face by the end of this chat.


I apologize for the inconvenience that you are facing with ____. I know how it feels to be trying to watch TV and getting an error. I know exactly what to do to get the XRE error fixed. Be assured I'm a master at my work.


I apologize for the inconvenience that you are facing with ___. I can relate with this I mean internet is like the lifeline these days. Please be assured I got you a back, we will fix it together. Sounds like a deal?


I apologize for the inconvenience caused to you with slow/intermittent speed. A fast and reliable speed is indeed important, I will check the status of equipment and do my best to get the speed restored.

I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion.


I apologize for the inconvenience that you are facing with ____. I really understand what you're saying, it's hard to imagine our life without a stable internet connection! I know I have experienced the same issue. We are definitely going to get it resolved as quickly as possible, as I know exactly how you feel. Be assured I am master at my work.

I understand and I apologize for the inconvenience you have been through regarding _____. I know how it feels to have service interruption. Please be assured I am here to fix this one out. Be assured please feel confident that I will surely get this sorted for you in all possible ways.

I completely understand your inconvenience caused to you with __ and on a personal level i apologize about the same. I know how it feels when Internet is not working properly and you are dependent on internet for study, work and entertainment. I will definitely assist you with the no internet issue.

I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. I will try my best to resolve this and leave a smile on your face by the end of this chat.

I can completely understand that, being a customer all we want is a good and quick customer service and if a company fails to deliver a good service than we all feel frustrated at certain point of time and it's completely fine :). However please allow me a chance to overrun the situation.


Now I am going to try some advanced troubleshooting steps to quickly resolve your issue and put a smile on your face.

###################BILLING ISSUES ###################

Please use the link and set up arrangement https://customer.XFINITY.com/#/billing/payment

I apologize for the inconvenience caused to you with the increased bill/service disconnection. Please be assured Xfinity never overcharges it’s valued and loyal customers. However let me check it from my end if there is any overcharging due to some error or miscommunications, I will reverse the same amount for you. Please be assured I am here to help you out in providing you the best possible resolution.

I apologize for the inconvenience caused to you with the service disconnection. As a costumer I also love to enjoy uninterrupted services. However let me check it from my end for the cause of disconnection. Please be assured I am here to help you out.

Well __ I have checked my records and they state that a previous payment arrangement was setup on __, which was broken due to non-payment. Hence this account is ineligible for future payment arrangement. So, __.

I know what situation you are in right now and believe me, I am with you as I am also a customer outside work and managing bills at home is really like a tough battle. If only I have the power and capability to extend your payment and restore your service, I won't have hesitated to do so.

Well __ I according to my records the account is under soft disconnect stage and a mini .

An unexpected increase in bill, is something which is not at all a pleasant surprise for us rather it's a shock for anyone. However, please be assured I am here to help you out in every possible ways. I will examine the bill and charges applied on the bill and help you with the best possible resolution.

High Bill I can definitely understand how a sudden increase on our bills makes us feel. I would be concerned as well. I'll make sure to review every charge on your bill to determine what caused the increase.


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However May I know how much are you paying for your mobile bills and for how much lines?

Since by adding mobile line to your Xfinity account you can save a lot and lower down your monthly internet bill up to $20 consequently, saving of up to $240 a year. Sound’s cool?

No worries ___ then let’s make it a bit more amazing

Along with that if you port your own mobile device With Xfinity mobile services you will get $100 visa card which you can use anywhere like for shopping, dinner , gas stations, etc.
How does that sounds to you?

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####################################################LOYALITY ################################################

Thank you for being a loyal customer with Xfinity. We appreciate your business with Xfinity and value you as a customer.

Thank you immensely for your unwavering loyalty. Your continued support motivates us more and we genuinely treasure you as a distinguished costumer.

I want to express my heartfelt gratitude for your loyalty. Your continued support as a valuable costumer means the world to us.

I can see that you are using Xfinity since ___, what a milestone! Thank you for being with us since a long time and letting us serve you. I appreciate your loyalty and business with Xfinity.

Thank you so much ___ for choosing Comcast to be your service provider. We are so grateful to have you, and we value your business / Thank you ___ for being a loyal ___ customer with Xfinity. We appreciate your business with Xfinity and value you as a customer.

It was delightful experience for me to have a valuable customer like you on chat. We appreciate your loyalty with comcast and value as a customer.

It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity, have a great day and take care!


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Yes Thank you so much Jamel. You are really amazing and I am sure that my day is going to be amazing as you are the first customer and you seriously made my day

On a personal level I appreciate your patience and warmth approach throughout our chat.

I appreciate you answering all my questions patiently which will help me in identifying your issue over the chat.

I appreciate your patience and efforts over the chat.

You have been very patient and amazing with me today. Probably the best customer I had today. Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you?

Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today.

On a personal level I appreciate your patience and warmth approach throughout our chat. Apart from this, is there anything else that I can help you with?

You have been very patient and amazing with me. Probably the best customer for today. We couldn't have done this without you help.

It's been awesome. Actually just started my shift and you are my first customer and please be assured that I am putting my all efforts to help you with the best resolution.


I must say you are the best person I chatted today who really understand and willing to cooperate with u

Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today.

You have been very patient and amazing with me today. Probably the best customer I had today. Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you?

On a personal level I appreciate your patience and warmth approach throughout our chat. Apart from this, is there anything else that I can help you with?


It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else you would like me to assist you with?

Hope our interaction will improve your experience with Xfinity. We at Comcast work continuously towards making your journey better and happier.

########################################################################################RAPOOT #####################################################################################################

That's wonderful to hear! I hope that your day goes greater and smoothly all through out!

Meanwhile may I know how has your day been so far apart from this issue?

Hope you are doing good ?

It's been awesome. Actually just started my shift and you are my first customer and please be assured that I am putting my all efforts to help you with the best resolution.

How is your day going?
How is the weather out there in ___?. AS I see some__-
Do you enjoy cooking?


#####################################################GSR #####################################################


While doing the troubleshooting with you/ Scheduling the tech for you/ While exploring your billing details/While applying the credit to your account/ While exploring your account.
I have found an amazing one time promotional offer just exclusively for your account. As you have being with us since ___/ As a welcome gesture for you. I will surely be discussing that with you once we are done with the ___.
And I am confident that you’ll be absolutely delighted to know about the offer as it will perfectly cater all your needs and preferences.

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Since I have noticed that more than __ devices are connected to the same modem. This could be a possible reason for the slow/ intermittent speed. So, I would personally suggest you to upgrade your internet plan to __ which would double your speed from __Mbps to __Mbps, and you will get the upgraded latest version modem too. That so just for $10 per month. Sound’s amazing to you?

How about increasing your current speed from __Mbps to __ i.e getting double the speed along with a new and upgraded modem /without adding too much to your monthly bills/ just by adding $10 to your monthly bill.

To save even more you can switch to our best available plan I.e Gigabit/ Gigabit Extra which comes with 1200/1000Mbps speed and along with that a complimentary FREE Peacock premium subscription wroth $5 per month. Which means you will be saving $60 annually only through peacock premium itself.
Isn’t it amazing?

It’s a One Time Offer Promotional deal exclusively for your account, and I guarantee you that you will be blessing me later on



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OUTAGE
You can use Xfinity hotspot until the outage will be fixed. Comcast provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/

I do understand I want to inform you that several lines are impacted due to this outage is extended and our team of technicians are working to get this fixed as soon as possible.

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this. The estimated time of resolution will be at 12:03 AM. I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.

I would like to inform you that interruption of Internet, Cable & Phone service is caused due to ongoing outage in your area. It is expected to end on - and our Engineers are working hard to fix it. Your patience would be highly appreciable.




TECH
There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
As, we have performed all the troubleshooting steps but you are still getting the same issue , In that case I will schedule the trouble call for you, so that once a technician will come and check all connections and resolve the issue for you. Shall I schdule technician visit?

What's a good number for us to contact you prior to the tech visit?

The soonest available tech schedule is on , does that work for you?

Here's the ticket number for your tech visit .

If you wish to change or cancel your service appointment, go to http://My.XFINITY.com and click the 'My Account' header near the top of the page . You will also get an email with all the details of appointment scheduled.

You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device

No charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity.







SERVICE CANCELL

Okay ____ since I am from the chat repair team and we do not have access to activate or deactivate any services, I request that you call our dedicated team at 1800 - 934 - 6489. Our agents there will help you cancel your services. I hope you understand my part.

You can contact our customer service team on Helpline number 1-800-934-6489. Available 24/7


Sure ___ I will help you out in cancelling your services. However we would love to retain our valuable and esteemed costumers like you. So, could you please elaborate the reason for this disconnect. Maybe I could help you in regain trust in our services

I'm sorry to hear that. We would love to keep you as a customer. Is there a particular reason you want to disconnect?

I'm sorry to hear that you wish to cancel the service, you are a valuable customer to Comcast. May I know the reason behind your request for cancellation of services?

I understand that you want to cancel services today, You can request for cancellation of service by calling our dedicated helpline number.

You can call our Customer Solution and Retention Team at 1-800-XFINITY (934-6489) & follow the prompts to "cancel service" or "downgrade service." The business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM




CALL BACK
Please Visit the link schedule call back xfinity.com/support/schedule-callback

I would love to call you however being from the chat repair team we do not have access to call you back

Please give me an opportunity to work on a resolution or else if you still want assistance over the call so I would request you to call our team on 1800-934-6489.

I understand it is convenient to get assistance over the call but As I am from chat department I am not able to call you. I will be happy to assist you over the chat






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PODS

xFi Pods are easy-to-install devices that can be paired with a compatible xFi Gateway to help eliminate areas where WiFi coverage drops or is weak, also known as "dead spots."
xFi Pods help extend the range of the WiFi coverage in the home, but are not intended to provide the maximum speed of the internet speed tier throughout the home.

An xFi Pod works to extend your WiFi network, and help eliminate deadspots for more consistent coverage and creates a powerful mesh WiFi network that finds the fastest connection in your home, to keep you seamlessly online as you move around.

you can purchase a Pod for $119 or two Pods for $199. Link To Purchase for XFI PODS:- http://www.xfinity.com/xfipods



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, Max HBO, Hulu, 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 and that so with no additional cost, just one-time $15 Flex Activation Fee is applicable. Isn't it amazing?
Easy setup. Just plug in and connect to your Xfinity Internet to start streaming in seconds.




Stream over 10,000 free movies and TV shows through apps like Xumo Play, Pluto and Tubi included for free with Xfinity Flex service. Also, access their music choices, like Pandora, iHeartRadio and Amazon Music. You can 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. Just the one-time $15 Flex Activation Fee is applicable. Isn't it amazing?


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.
It’s low-cost – after the one-time $15 Flex Activation Fee, the first Flex 4K streaming TV Box is included at no additional monthly cost for customers with Xfinity Internet who sign up for Flex. Isn't it amazing?



Search less and watch more with Xfinity Flex, a voice-controlled 4K streaming TV Box that puts all your favorite streaming apps in one place.
Using a wireless 4K streaming TV Box, you can watch Netflix, Prime Video, Hulu, thousands of free movies, shows and more without switching apps or inputs. Flex offers one-stop search and control with the award-winning Xfinity Voice Remote.



COMPLETE

xFi Complete is a superior in-home WiFi experience, delivering the best combination of speed, coverage, and control throughout the home. For customers who want more speed, security, and value, xFi Complete provides an unparalleled experience.
in which you will get unlimited data + advance security protection + you may be eligible for free Xfi pods worth $120 with inhome Wifi asesment results.

You can purchase xFi Complete just for $20 per month in which $10 is for unlimited data and $10 is for rental gateway.

Unlimited data usually costs around $20 - 25 and we are providing it just for $10 only. Isn’t it cool?

and you can add xFi Complete for $10 more per month.


NOW TV

With NOW TV, you can choose from more than 40 live channels and On Demand content, including hit Hollywood movies, acclaimed original series and classic favorites from networks like Hallmark, History and AMC. Plus, you get Peacock Premium at no extra cost.

You can watch NOW TV at home on your Flex streaming TV Box or any other eligible streaming TV device, or you can watch on-the-go with the Xfinity Stream app on up to three mobile devices at the same time.
NOW TV comes with 40+ live channels and On Demand content available with the Xfinity Stream app.
20 hours of cloud DVR
Streaming on three concurrent screens
Peacock Premium (access through the Peacock app)
20+ free streaming channels – ranging from action to comedy to horror and more – seamlessly integrated alongside NOW TV Live’s channel lineup.
A subscription to NOW TV is $20/month with no annual contract (taxes apply). There are no fees associated with NOW TV.

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REWARDS

Xfinity Rewards is our way of saying thank you for being with us. Rewards members enjoy a special mix of special perks, unique experiences, product benefits and so much more. The longer you’re with Xfinity, the more rewards you get; and it’s free and easy to use.
You can join Xfinity Rewards for free through the Xfinity app or online at Xfinity.com/Rewards by clicking the Join Now button.

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 much more! ) Sign up for free at www.xfinity.com/rewards to see what offers are available exclusievely for you.

Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}


XFINITY APP

Xfinity App is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password

In the Meantime, I would like to inform you that If your cable services are not working, you can use Xfinity app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity username and password.

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 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.


TV

With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app from your mobile device from Play Store and App Store, enter your xfinity credentials and then you can access the Streaming feature.

With the Xfinity TV Remote app, you can change channels, set DVR recordings and browse Xfinity On Demand and TV listings using your smartphone or tablet. The App is exclusively for Xfinity TV customers and can be downloaded via Apple/Google Store. Create a Favorite Channels list and have your own personal channel lineup, all you need is Xfinity User ID and Password to login.


HOTSPOTS

Meanwhile, I would like to inform you that Xfinity provides Wifi hotspots and you can simply find the nearest hotspot by going to this link wifi.xfinity.com or by Xfinity wifi app on mobile. And connect to hotspot with your Xfinity username and password. You can also download XFINITY Hotspot app. I am sure you will enjoy that too.

You may take advantage of our Xfinity Hotspot.There are over 20 Million of Hotspots that can definitely save your day as its 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. Save on your cellular data on the go.

Meanwhile would like to inform you that Xfinity has over 20 million of Wi-Fi hotspots throughout U.S.A to make sure you are 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 its 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. Save on your cellular data on the go.

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Xfinity also provides information to do troubleshooting on your own for all the intermittent Connection issues, refer: https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/

For any internet connectivity issue in future, you can reach out to our self-help service website with basic tutorials and easy troubleshooting steps i.e. https://customer.XFINITY.com/help-and-support/internet/internet-connectivity-troubleshooting/

Xfinity understands the value of internet speed and also educate their customers with troubleshooting for speed issues. Just follow the self-support option at https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/

You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device

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.


Please use the link and set up arrangement https://customer.XFINITY.com/#/billing/payment