Notes

Opening:-
A wonderful day! Thank you for choosing Xfinity! This is <name>, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. Kindly tell me more about your concern and let's start working on it.

Appreciation:-
1)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.
2)I see that you have been with Xfinity 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.

Pleasantaries:
1)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.
2) Please stay connected I am working on it.
3)Thank you for patience and understanding.
4)Please acknowledge my last message .
5)Sure, please take your time, no rush, I am here for you
6) 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.

Troubleshooting lines:-
1)I am going to perform few troubleshooting steps to resolve the issue. If this requires further assistance, we will discuss other options and work towards providing you best resolution.
If we will not be able to fix from online troubleshooting then I will arrange a call back from our advance team or schedule the technician for the better help.
2)Thank you for your patience. To set expectation, I will troubleshooting your issue by running some diagnostics check.
3)I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.
4 ) As I have checked and followed all the initial troubleshooting guidelines and equipment s are still not responding to the signals properly. Diagnostic check is indicating a technical issue have been detected and we need to book an appointment for you to have this investigate and fix it completely.

BAXA:-
1) for internet concern:-
Meanwhile would like to inform you that Xfinity has millions of Wi-Fi hotspots throughout our service area 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.

2) Meanwhile, I see you have xFi compatible modem. With Xfinity App, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.
I would recommend trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview
3) Tv remote :- 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.
4)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

Self 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 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 Xfinity 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.
My Account 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.

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.

Empathy:-
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.

Apologize:-
1)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.
2)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.
3)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.

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

Close:-
1) You were very patient and co-operative through out the chat, probably the best customer I had today . After this chat is over you will get the page where I would appreciate your feedback on Xfinity service and my efforts today.
2) It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else I can assist you with today?
3)Thank you for contacting Comcast Live Chat Support and being a valuable member of Comcast family! We value and appreciate your business with Xfinity! Have a great week.
4)Mr customer, today you called in regarding your internet was not working and we discovered that ................. Can you confirm that this resolves your concern today? Great! I appreciate any feedback on the service and experience I have provided you today. Thank you being a loyal Xfinity Customer.
I hope you have an amazing rest of your day"
5)Thank you so much for your words. To be honest that I have started my chat with your day and you seriously you made my day with your kind behavior to me, Thank you so much for being to amazing to me :-)