Notes

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OPENING SPIEL
-Hi thank you for calling Xfinity, this is Ime. May I have your first and last name please?
SMART GREETING
-Hello Susan, how are you doing today?
-I can see you hear that you're calling in regarding your internet. Can you tell me me more about it?
AER
-Yes, I totally understand your frustration right now because I know how important internet for us is nowadays.. So don't worry I'm an expert, you got me on the line and I will make sure to provide you the best resolution for this Internet problem of yours within this call in no time..
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PROBING QUESTIONS (before ITG)
-What have you done so far? / Is this your first time activating this with me or have this been working before? (ACTIVATION)
What is the error message you got when trying to connect to the internet?
What is the specific device that is not working?
What has been the steps taken to activate the device? Have you encountered any incorrect password/credential error?
When was the last time you are able to connect to the internet?
Is this a new or replacement device?
Were you able to activate this device through the app?
What was the outcome?
Have you tried connecting one of your devices through the internet and test?
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ROAD MAPPING
"I just want to give you a roadmap of what we're going to do to fix this problem, first is I'm gonna ask some series of questions in order for us to run the right diagnostics here on my system and then we will also send signals to your device as well. We will do the troubleshooting together. Also, I would need you to be my eyes and hands throughout the process. Okay? Perfect. So lets get started. One moment..
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ITG
-I'm still running my diagnostics here..
-What's the light indicator?
-Splitter: a device used to split cable signal between two or more devices; small metal plate
-Amplifier: a device used to boost your wifi signal
-Can you please bare with me a for a moment? cause the..
-SSO: XFINITY APP ( Running percent)
-what exactly is goin on to your internet?
-"where running a system check"
-amplifier: green light/ red light
-black box/ pedestal box
-for the next step manually restart. if you want we will just send you a text message..
-and let me know.. how about that?
-it may take several minutes. please let me know if there are any changes
-its very helpful, you can run a basic troubleshooting..
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RANDOM SPIELS
“Just to make sure we got everything covered, what we did earlier is we check all the connections, follow proper troubleshooting steps and was able to fix your modem and able to connect to three websites. I am so glad that we are able to fix everything and I hope you enjoy the service! Is there anything else I can assist?”
“What we did was we check the modem and telephone status, we run some basic troubleshooting guide, reset the box to apply updates and changes. We got everything working and even do a test calls. I am glad we have everything covered and working! Is there anything else I can assist?”
“What we did was we check the error message/code, we review the connections of the box, send signals and ensures the Xfinity remote is working. You were able see TV channels and use the amazing Xfinity voice remote. I am glad we have everything covered and working! Is there anything else that I can assist?”
“What we did was we check the connections, review the status of the online light of the modem, send signals and update the Wi-Fi credentials. You were able to connect and surf some websites. I am glad we have everything covered and working! Is there anything else that I can assist?” “This would not be possible without your help and I appreciate you! . I assure you everything is all set and please enjoy the service. “
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Closing Spiel (Quick Recap)
-Before I let you go Susan, I just want to have a quick run down of what we did, you called in regarding your account to be enrolled in a seasonal hold and I already successfully processed your account for seasonal hold. You also ask regarding your bill and I have provided you detailed information that you need. And now I'm just glad we have everything covered/ everything is all set and done. Thank you for being my eyes and hand throughout the process. So I just want to confirm if i resolved your concerns for today?
-Perfect. Would there be anything else I can help you with? :) Again this is Ime from Xfinity, I would also appreciate any feedback in regards to my services. Take care always and have a great day ahead. Bye bye!
Technician: Physical Check, in and out wirings, equipment
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PITCH
this time around you don't have to have new phones. you can save this $240. Don't mind me asking how much are you paying for your? we have SAVINGS..