Notes

Updated Call Flow

Greetings: Open the call correctly
Thank you for calling Comcast my Name is_________________, May I have your 1st Name Please
Thank you so Much Mr._______________How are you today?
Provide appropriate empathy and assurance statement - Use the caller’s Name
E.g
Oh that's not good that you are seeing an increase on your bill, let me check on it so I can help you with it.
I apologize that you have been waiting for such a long time and having trouble with automated system, I just want you to know that the automated system will help us sort your concerns and be directed on the right department. Thank you so much also for authenticating your account right away.
Ask relevant questions: Please see sample questions below.
Did you change your package lately?
Where you able to pay the full amount on your previous bill?
Do you happen to know if you are enrolled on a certain promotions which you think will expire soon or expired already
Did you add or purchased another channel of another product?
Utilize your resources: this is to make sure that we would be able to provide appropriate explanation to their concerns
HOW Documents
Bill Comparison
Billing ledger
Offer XM: Once you resolve the issues of the customer and the customers agrees on your explanation Please make sure to offer XM for more savings
What is your current mobile provider
How Much are you paying
Use the savings calculator and focus on the savings that they can get
Close the sale by using assumptive close
Example spiel for assumptive close: Let me sign you up then so we can start getting those savings right away
If the customer decline for XM offer other products for GSR
Upgrades for internet speed
Flexbox
Provide a complete RECAP- Please see sample script below.
To make sure everything is being covered, the reason for your call today is_____________________ and the resolution provides is that_________________, are we good with the resolution?
Tempt Check: Ask questions to identify if the customer is happy with the resolution you provided and if they have other concerns
Was I able to answer all your questions for today?
Anything else I can help you with?
Educate the customer about SSO:
Alright then, I am happy that I was able to answer all of your questions for today, before we end this call I would like you to know that you can also check your bills, make payment and see other promotions that we have using the Xfiniy app, I really encourage you to log-in to your account and see the features of it as it is really helpful and convenient., ok?
Close the call:
Once again my name is_________ appreciate you calling and your cooperation to sort things out. Have a great day, byebye.

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Empathy and Assurance Verbiages

· Bill increase

o It’s not good that we are seeing an increase on our bill but let me help you check and identify the reason for the increase

o Oh I am sorry you are seeing an increase but no worries let us check and identify the reason for it and let us see what we can do to decrease the bill moving forward

o I totally understand the feeling of frustration seeing an increase on our bill, Let me help you with that and let us check where the increase coming from





· IVR:

o I have to apologize for the experience with our Automated system but we just want to make sure that you are routed on the right department to help you better, alright?

o I apologize that you have been waiting for such a long time and having trouble with our automated system, I just want you to know that the automated system will help us sort your concerns and be directed on the right department. Thank you so much also for authenticating your account right away.



· Asking to restore the service

o Oh sorry if you are experiencing interruptions on your service now, let us check the reason for it and let us see what we can do about it, ok?



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MAKE SURE TO INCLUDE ON YOUR OPENING TO APPRECIATE CUSTOMER'S TIME AND EFFORT: as they've been waiting on the IVR for so long.

"Thank you for patiently waiting on the line and get a live representative. I'm glad to help you today with your _____ (concern) and just in case the call got disconnected may I have your best contact number please? "....



Use this spiel after you ask the customer how can you help them > Acknowledge first their concern > EX: "Thank you for that information that you provided I understand that you wanted to know why your bill increased and I'm glad to help you today. I'll make sure to exhaust everything within my power to answer your questions/resolved your concern. And I would like to appreciate you for patiently waiting on the line and get a live representative. Just in case the call got disconnected may I have your best contact number please?..."



CLOSING DO NOT FORGET:

"For Future reference you can always use Xfinity app to manage your account, contact our chat support or schedule a call back so instead of waiting on the line Comcast will be the one to call you...."



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Reminder: NOW TV Customers Can’t Use Xfinity X1 Equipment

When assisting customers who have downgraded their service from Xfinity X1 to NOW TV, please remind them that they cannot use their Xfinity X1 TV Boxes to watch NOW TV content.

NOW TV is currently available on Xfinity Flex streaming TV Boxes, Apple or Android mobile devices, FireTVs, Chromecast and Apple AirPlay. Customers will see an error on-screen if they attempt to watch NOW TV on their X1 equipment.

For more on NOW TV, including FAQs, see NOW TV Overview.

Peacock Premium No Longer Included with Xfinity Services

Effective today, Peacock Premium is no longer included at no extra cost with Xfinity services. Eligible customers can re-subscribe through Xfinity between June 26 and August 25 at discounted rate of $2.99/month for 12 months before being billed at the regular monthly rate.

Note that Diamond and Platinum Xfinity Rewards members will continue to receive Peacock Premium for free with their Xfinity service (no end date at this time) and Gigabit-speed customers will receive it free for two years.

For more details and frequently asked questions you can send to customers, see Peacock Subscription Changes on June 26, 2023 and FAQs.

Xfinity Rewards Summer of Movies Starts Today

Starting today, Xfinity Rewards Summer of Movies is back and bigger than ever. This year’s Summer of Movies campaign runs through September 4 and offers many movie and television-centered rewards. Highlights include:

Peacock Premium: Platinum and Diamond tier Rewards members can redeem this reward to get Peacock Premium at no cost.
Free Lifetime Movie Club Trial: Now through July 9, Gold, Platinum and Diamond Rewards members with X1 or Flex, who don’t currently subscribe to Lifetime Movie Club, can get a free 30-day trial on us.
Xumo TV Sweepstakes: Now through September 4, all Rewards members can enter for a chance to win one of ten 50" Hisense Xumo TVs given away each week.
Gopuff Ice Cream Reward: Now through September 15, Rewards members of all tiers who live in areas where Gopuff is available can enjoy free ice cream from Gopuff. Some restrictions apply.
$1 Movie Weekend Rental: This summer on every Friday through Sunday, Rewards members can rent a movie priced $5.99 or less for only $1.
Oppenheimer Fandango Tickets: From July 1 through August 13, all Rewards members can enjoy buy one get one Fandango movie tickets to see Oppenheimer in theaters. Available while supplies last.
Movies on Us: From July 10 through August 13, Reward members can enjoy a different movie on us every week to watch as much as they want whenever they want.

All Rewards customers are eligible for the Summer of Movies. Rewards available vary based on customer’s rewards tier, and are subject to eligibility requirements and availability. You can see what rewards a customer is eligible for by viewing their account in Einstein 360. For more information, see Xfinity Rewards Summer of Movies 2023.

Xfinity Free this Week – Music Choice Relax

With “Free this Week,” Xfinity X1, Xfinity Flex, and Xfinity Internet customers can unlock entertainment every single week – no strings attached. Today through July 2, enjoy Music Choice Relax. X1 and Flex customers can say “Free this Week” into their Xfinity Voice Remote to watch great content, including:

David Huting: Beaches of Maui
John of Light: Northwoods Forest Ambience
Ma Ambience: Campfire in the Mountains
David Huting: Relaxing Waves of Oahu
DJ Zen: Views Around the World Part 2
John of Light: Journey to the Australian Rainforests
David Huting: Rocky Mountain Wonders

Free featured content varies depending on the customer’s plan, so they can check every Monday to see what’s available. For more information, including eligibility and frequently asked questions, see Xfinity’s Free this Week Overview. Customers can see upcoming Free this Week highlights from the Free this Week Hub page.

5151886 Alonsagay, Mark Macario 1045
5151880 Fabella, Alrey 1053
5151877 Libayao, Melanie 1057
5151883 Creman, Agnes 1063
5151878 Reponte, John Marlou 1069
5151882 Malingco, Iajmalya Crystal Charm Hayya 1073
5151876 Arpon, Princess 1428
5151885 Libayon, Angelique 1525