Notes

NO OPENING
A wonderful day! Thank you for choosing Xfinity support! This is Sujata, your Xfinity Ambassador for today. It will be great pleasure to assist you today. May I have the first and last name of awesome customer :)
Thank you for contacting Xfinity chat support. My Name is. Who do I have the pleasure of assisting today?

Incase of auto opening :-
I am your Xfinity Ambassador for today. It will be a great pleasure to assist you today. Please tell me more about your concern, and let's start working on it.
A Wonderful day! Thank you so much for choosing Xfinity! I am 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.
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

PARAPHRASE
May I know the issue you are having with services so that I can check and help you the best solution?

Thanks for specifying your concern. I understand the importance of working internet in this digital world. I will definitely assist you to get the internet speed you are paying for.
I can understand and feel the same you are feeling now as I am also working from home and sometimes lack of connectivity affects our job.
I can completely understand the importance of stable internet as we all need it for work and entertainment purposes.
Got it. To make sure you're getting the Internet that best fits your needs, could I ask how many people in your home use the Internet?
-------------Rapport build-------------
I hope you are doing fine apart from this issue.
It's a new start of the week I guess, so I wish you would have a wonderful week ahead :)
Pleasure is all mine to have a customer like you over the chat:)
We definitely appreciate your loyalty with Xfinity. It is great to see that you have been giving us the opportunity to serve you this long, and we will always be looking forward to many more years ahead.

====================================Relate & Understand & Assurance============================
Thank you for bringing this to our attention. I can completely understand the situation. Please be assured and let me take complete ownership of the concern you have so I can help you with the best possible resolution.
I can understand your situation as I am also a customer at the same time and can relate to your situation. Please be assured that I will do my best to resolve your issue.
It is my pleasure to help you. Resolving your concern is our top priority as we appreciate your business and value you as a customer.
I can completely understand the importance of stable internet as we all need it for work and entertainment purposes. Let me quickly help you with the resolution.
I apologize for the inconvenience this has caused you. I truly understand the importance of services / internet, as I am also a customer outside the office. No worries, let me check your account and help you in the right way..
I apologize for the issue you are experiencing with internet services. Let me quickly take care of this

-------------------TECHNICAL Expectation----------------------------------------
I apologize for the issue you are experiencing with cable services. Let me quickly assist you with the troubleshooting
**** Let's troubleshoot together to fix the issue, however, if the issue still persists then I will schedule a technician as well. Resolving your concern is our top priority.
Right now I'm communicating with your device to pull your device information. This generally only takes a few minutes and I'll continue to update you on progress.

I understand the importance of a working and stable connection, as I also use the internet for work purposes and to connect with family. Please be assured that I will give my 100% to address your issue.
**I appreciate your efforts so far to fix the issue before coming on the chat and I am here to provide you with excellent customer service today. Please be assured that I will do my best to help solve your problem.

TECH BOOK
Can I have your best contact number for the technician visit?
** Let me check the earliest dates available for the technician, please allow me 2 minutes
I appreciate your time and patience
The soonest date is --- [[[ However, best I can do for you is I can add you in waitlist for today also and tomorrow and. in case if some one missed or cancelled the appointment then technician team will send you the text and they will tell you about the availability. And you have to reply with yes or no with in 30 minutes. Is that fine?]]]]

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.
The charge would be applicable if your own needs to be replaced or Internal wiring issue. The technician will inform you about the charges if applicable.
For Comcast rented modems the charge would be applicable if there is an Internal wiring issue or recreation of outlets is required. The technician will inform you about the charges if applicable

The technician will call you on before the visit, and if you are not available for the visit then anyone can be there who speaks English and is 18 years above. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf. Also, please ensure that all pets are secured, and that we can have access to the equipment
Also, you can access and manage Your Technician's Estimated Time of Arrival in the Xfinity My Account App.

I have scheduled the technician on your account. There will be an automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

This is your technician reference number ----
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VERIFICATION QUESTIONS
Please help me with your first and last name and complete address with zip code in order to check that I am working on the right account.
I have sent a six-digit verification code to the number ending with *-* please help me with it?

Before I proceed, please confirm the last 4 digits of your SSN for the verification purpose?
Please confirm the last 4 digits of the stored payment method on file for the verification purpose?
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APPRECIATION
I appreciate you answering all my questions patiently, which will help me identify your issue over the chat.
I appreciate your cooperation in troubleshooting with me. Here at Comcast, we make sure that we always provide what's best for our customers.
I appreciate your 100% cooperation and kindness in the chat.
Thank you for being on hold! Your time and patience are highly appreciated.
I really appreciate your efforts before the chat.
I really appreciate your decision. It is really a great choice.
Thank you for being a loyal customer with Xfinity. We appreciate your business with Xfinity and value you as a customer.
I appreciate your patience and efforts during the chat.
********************************************************************************************************************************
Survey Scripts
Mr. / Mrs. Customer, today you chatted regarding ____________, and we discovered that ______________________.
Can you confirm that this resolves your concerns today?

'Cheers to our team work:) I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.
You have been very patient and amazing/cooperative throughout the chat, certainly the best customer I had today. I hope that all the issues are addressed. Please share your feedback by clicking on the end chat button.
Before we finish, I want to make sure we have covered everything, do you have any other concerns or questions I can assist you with?
How’s your overall experience with Xfinity services and assistance that I provided on the chat?
I am glad that I was able to assist you today. Thank you so much for being so supportive and patient throughout the chat. Is there anything else I can assist you with?
"I would love to hear your chat experience with me today. You can share your feedback by clicking on the end chat button. I would appreciate feedback on the service and experience I have provided today.
It would be great, if you could share your thoughts on partnering with me today to resolve your concern. If you'd like to share them, you can click the "END CHAT" option at the top right of this chat session. I would be very happy if you share your feedback at the end chat, I will be very happy :)
I appreciate your cooperation in troubleshooting with me. I just want to make sure everything is covered while you still have me, is there anything else I can help you with today?

- You have been the most pleasant and cooperative customer, Thank you, for being such so a kind and polite customer.
Thank you for choosing Xfinity and have a great day and a great year! Please take care and stay safe.

Thank you so much, it really means a lot to me and motivates me to work with more dedication :)
You have been very kind and cooperative on the chat. Customer like you makes us strong.
That's Awesome! you did it. I really appreciate your efforts and patience. Your satisfaction is my priority.
Thank you for your kind words :)

****SALES Pitching - Flex, Gateway, Xfi
For what purpose do you use internet? (Streaming, Gaming, and for work)?

Streaming – pitch for FLEX || Gaming – Pitch for Speed Upgrade || For Work – xFi Complete

While working to resolve your issue, I see the AMAZING promotions and DISCOUNTS available that may perfectly fit your needs.

Ask open-ended discovery questions (Questions number 1) to pitch accordingly

How do you feel about internet security, such as preventing hackers and malicious websites?
** SALES (xfi and flex)
1) xFi Complete is our best in-home WiFi experience and includes the following benefits: Have peace of mind doing everything you like online with unlimited data, if you're enrolled in our 1.2 Terabyte (TB) internet data usage plan It will cost $10 more just should I add for you?
I would like to inform you that while working on your account as I have seen you are also eligible to get our XFi complete plan wherein in just $25 you will be getting unlimited data along with advanced security and full access of your Xfinity modem on Xfinity app.
Also as you already have our rented modem for which you are already paying $15 per month and XFi complete plan will get activated on the same device and it will just cost you additional $10 to make your internet experience greatest.
In the XFi complete plan we will be also upgrading your internet modem every 3 years for free of cost.
AAA, once you will get the XFi complete plan we will be doing a 14 days WiFi assessment remotely on your internet connection to determine if there is any dead spot or you need the XFi pods to improve your WiFi connectivity In-home.
Once it's done you will be getting an email from us with the results of assessment and if eligible on the same link you can claim the XFi pods from us at no cost which cost $119.
xFi Advantage offers increased speed and better product integration for your Xfinity Internet experience.
Xfinity Rental Gateway - If you’re investing in our Xfinity Internet service you can opt for an xfinity rental modem which saves you money when it comes to upgrade/replacement.

FLEX
Streaming – pitch for FLEX || Gaming – Pitch for Speed Upgrade || For Work – xFi Complete
What do you currently stream Online?
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies
I would also like to inform you that you being a valuable customer of Xfinity I will be also providing you our Xfinity Flex streaming service along with peacock premium for free of cost : )
Xfinity Flex is a voice-controlled 4K streaming TV box, at $15 one time cost Xfinity Internet. Check out all you can do with Flex: Brings together top apps and networks including Netflix, Disney+, Hulu, HBO Max, Prime Video, YouTube, discovery+ and more should I add for you?
In the meantime, I was going through your account and just saw that you are eligible for XFINITY FLEX STREAMING TV BOX RENTAL at no charge. You can get the box and stream online ​on Xfinity Flex. A voice-controlled 4K streaming device that puts all your favorite streaming apps in one place on your TV. What makes it even better? It’s included with Xfinity Internet for no additional cost.
I would also like to inform you that you being a valuable customer of Xfinity I will be also providing you our Xfinity Flex streaming service along with peacock premium for free of cost : )
You will be getting 20,000+ hours of quality contact at no cost along with free Flex streaming box on which you can do a lot like mange your internet and account as well.

I am also sending you Free flex 4k Streaming box.
"With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it’s easier than ever to search across your apps, all in one place.

It will be Absolutely free for lifetime.
"
Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services you want. I'll ask you to review the order and, if it's correct, to please approve it. What phone number or email address would you like to use to complete this process?
Shall I send Flex box as well?
Please provide your phone number for the Flex details?
I have sent an approval at your number, please check and approve it. There is one time of flex activation charge of $15.00
You will get the box within 48-72 hours and it is easy to activate it.
Once the equipment is in place, you can activate your services at <a here="https://xfinity.com/activate" target="_blank">https://xfinity.com/activate</a> or download our xFi app for the best activation experience.
"Please share your email address, so I can share the Flex activation steps.

I have sent steps to change wifi settings and Flex activation steps as well. "

XM Promotions 2022- HOW20761
MOBILE PITCH
Meanwhile. I am working on your account, out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
Just curious, how much you are paying for your mobile services with different provider by the way?

***ACSR ACCOUNT CHECK FIRST I can see you can get the $ 20 credit on your account for next 24 months, you just have to sign up for Xfinity mobile, either you can port an existing number and number or you can get new ""ON US"" phone. Our data plans starting as low as $15.00/GB/month

Before we disconnect I noticed that you are eligible for FREEE_______ ON US. The amount of the phone will be credited on your monthly bills spread over 24 months. You just have to port an existing phone number. Our data plans starting as low as $15.00/GB/month
I would like to inform you that you can port the existing phone number and avail upto $30 discount on internet bill?
- With Xfinity mobile you can save hundreds of dollars a year, can I ask who your current provider is and how much you are paying monthly?
- Congratulations! You also qualify for Xfinity Mobile, I can save you hundreds of dollars a year on your mobile bill! May I ask how much you are paying monthly? Currently, we are offering $200 Visa Prepaid Card for each line when you bring your own device to Xfinity. Additionally, we are offering $400 Off on Flagship (Apple, Samsung and Pixel 7) phones.
If you purchase, 2 Xfinity Lines with Mobile phone, you can save $800 dollars. If you purchase, 2 Xfinity Lines and bring your own device to Xfinity, you get a $400 dollar Visa Prepaid Card. Additional, savings of hundreds of dollars will also be applicable basis the plans that you select as the prices are comparatively a lot better due to the ongoing Holiday season.
I can see on your account that you are eligible for a Motorola Stylus which, is “On Us”. Full retail value of the device i.e. $369.99 will be credited on your monthly bills spread over 24 months. All you need to do is add a new line of service and port an existing phone number.
OFFER: Samsung A53 “On Us” (11/18 through 12/21) Motorola Stylus “On Us” (Dec. 7 through Dec. 21) $200 Visa Prepaid Card with BYOD (12/7 – 12/14) • Samsung – Galaxy Z Flip and Fold Families, S22 Family, S21 FE • Google – Pixel 7 Family

"
As you are using all the services of Xfinity . You are eligible for Google Pixel 6 A phone which is on us. You will get the phone at no cost as you will get the device credits. If you will get one line from Xfinity . you will also $ 20 discount on Internet bill monthly

I can see here that you qualify for a Google Pixel 6a “On Us” when adding to a new line of service and porting an existing phone number. You will receive the credit, equal to the full retail value of the device ($449.99), on their monthly bills spread over 24 months. This means no cost for the phone. And also you will get the $ 20 monthly discount on the Internet bill monthly. So almost no cost for you. And no cost of calling nationwide with free WIFI hotspots..

If customer denies the offer or not interested:-
Please give me an opportunity to understand your hesitation, so that I can provide you the best value of your money.

If Customer denies the offer due to high bill or costly services:-
Since our data plan starts at just $15/month and our unlimited data plan costs $30/month, when you sign up for multiple mobile lines. May I know, how much currently you’re paying to your current mobile service provider?

May I know how much data you use on individual basis in the family?

Do you sometimes think that you wanted to switch data plan in between the fiscal month?

As I checked you prequalify for the Xfinity mobile services, with America’s largest and most reliable LTE network combined with access to 19 million hotspots, you’ll save more on your phone bill every month — and save your data for when you really need it. You get unlimited nationwide talk and text with No term contracts. Shall I share the details with you?

Just curious, how much you are paying for your mobile services with different provider btw?
Meanwhile, Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?

Thank you for letting me know. I would like to inform you that if you bring your owned device with Xfinity mobile network, we will provide Unlimited calling, texts and data for just $45/month and you can get the best Verizon network with faster speed and access of 22 millions of free Wi-Fi hotspot access. The best part is you no need to pay anything today
You can keep your same number with Unlimited everything or we can provide you the new sim for your current mobile.
Thank you for the information. I can check the device compatibility in our system and let you know. May I have the 15 digits IEMI number of your current phone. That would be much appreciated
I have to also see what a IEMI number is
I understand what you are saying, it will take few minutes and it's win and win situation. You no need to pay anything if you ported the number today and the deal is valid for very limited time and it can end anytime.
Yes what is the brand name of your phone?
Samsung
Awesome. Open the Phone app on your Android phone. From the Dialler, dial *#06# into the Dialler
The first one is your IMEI number Brian
You just need to dial *#06# on Samsung phone and you will get the IMEI number
355611111068297
Good news, your phone is compatible. Your device is unlocked and we can port it with Xfinity mobile carrier.
To proceed further, please confirm the DOB and complete 9 digits SSN in this format 1 2 3 4 5 6 7 8 9 , please put space between number. That would be much appreciated
You want to keep the same number Brian with Unlimited everything?
Are we connected Brian?
05041970 xxxxxxxxx yes keep numbers the same. If I was to bring a 2nd mobile over would that be $45 also
If you add the second line today than your mobile Bill would be $60 for Unlimited everything. You will get more discount when you add more lines
The SSN is masked, can you please put space between each number like this 1 2 3 4 5 6 7 8 9
Please provide the phone number as well if you want to keep the same number
3 6 5 7 8 9 8 5 4
Will I have to call T-Mobile and cancel my service
Yes I will let you know how to do that. Rest assured
I have sent the approval on this number (269) 339-6703. Please approved it and do let me know
When you receive the message, click on the link to open your order summary. Check the boxes and then click the 'I agree' button if you approve of your order. I will stay on the line while you review so you can ask questions. Once you approve, please stay on the line so we can finalize your order.
So was that for just internet or both phone and internet. It says $93
Yes with your owned modem it is showing $93/month and you need to pay for mobile data for just $46.month for Unlimited everything
Later I will activate the owned modem once the order approved. Let me know once you approved the order
Ok the bill saying 103 now just want to make sure it's right
Please let me know once you click on I agreed on the last page of consent . Thank you for the approval
Thanks for your purchase, BRIAN.A confirmation email will be sent to [email protected] Number: 2304052497866221
Now let me go ahead and activate your owned modem right away


Meanwhile. I am working on your account, out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
One line 80 bucks
Is it for unlimited?
Yes
Oh you are paying too high!
Yes I am
I can provide you 1 unlimited line with unlimited internet, calls and text in just $45/mo + $100 VISA Prepaid gift card + access to over 20 millions of 5g hotspots.

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-----------------------------XFINITY MOBILE SALE PITCH SCRIPTS----------------------
Are you aware that you can save hundreds of dollar a year on your mobile plan by switching to Xfinity Mobile?
We’re also providing mobile service. Where, you can stream, browse, and text everyone using your devices. You can have By the Gig or Unlimited data, no phone line or access fees, and our data starts at just $15/month with a powerful nationwide 5G network and millions of secure Wi-Fi hotspots included at no extra cost. Shall I go ahead and sign you up for Xfinity Mobile?

If customer is interested:-
I am glad that you are interested in Xfinity Mobile. I would like to inform you that we’re also offering a Google Pixel 6A device worth $449.99 that will be "ON US " for 24 months (DPP) device payment plan.

In order to avail of this offer. You just need to port your current mobile number from another carrier to Xfinity and activate the line within 30 days of purchase. Shall I go ahead and sign you up for Xfinity Mobile?

If customer denies the offer or not interested:-
Please give me an opportunity to understand your hesitation, so that I can provide you the best value of your money.

If Customer denies the offer due to high bill or costly services:-

Since our data plan starts at just $15/month and our unlimited data plan costs $30/month, when you sign up for multiple mobile lines. May I know, how much currently you’re paying to your current mobile service provider?

May I know how much data you use on individual basis in the family?

Do you sometimes think that you wanted to switch data plan in between the fiscal month?

----------------------------Xfinity mobile transitional statements--------------
- Since you’re one of our valued internet customers you qualify for……
- Since you’re working from home there’s no reason to waste money I would love to share some exciting news…

-Are you paying more than $15 for your cell phone bill?

=============================================================================================

CLOSED STRATEGY:-
1 Today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?

2 Great! I appreciate any 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 your day.


----------------------NAC--------------------------
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. Thank you for contacting XFINITY Support.