Notes

ONE-NOTE

************************ OPENING ************************
1. "Good [morning/afternoon/evening], I'm Prabhjot from Xfinity. How may I assist you?"
2. "Hello, welcome to Xfinity customer support. This is Prabhjot. How can I provide you with assistance today?"
3. "Hi there, I'm Prabhjot, and I'm here to make sure your experience with Prabhjot Kaur is as smooth as possible. What brings you in today?"

************************ACKNOWLEDGEMENT (EMPATHY + APPRECIATION + APOLOGY + OWN IT) ************************
# I completely understand your situation as I am also a customer at some point,
1. I know how frustrating this situation must be for you. We'll do our best to address it promptly.
2. I apologize for the inconvenience, I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
3. I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
4. I apologize for the inconvenience. I can understand the importance of running cable as it is a world of entertainment and I have kids at home and know importance of cable as it's the important source of entertainment for them. You have reached to right agent. I will help you with best possible resolution on chat.
5. I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me a chance to once to overturn the situation. I will try my best to resolve this and get everything sorted for you.
6. I apologize for the inconvenience. I do understand, This is not a good situation to be in and As a consumer myself, I completely understand the importance of working internet/Cable/Home phone service. Please be assured, I am here to help you.
7. Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution over the chat.
8. Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.
9. Let’s get this sorted out and make a restful day for you.
10. I definitely will make sure that it gets addressed immediately.
11. I understand the frustration you're feeling, and I'm here to make it right.
12. I'll personally ensure that this gets resolved to your satisfaction

************************ APPRECIATION ************************
1. I highly appreciate your efforts prior this chat. Let me take care of this for you : )
2. I really appreciate your kindness. You are the calmest customer I met today. / I appreciate your efforts and cooperation.
3. Certainly I acknowledge your patience. I am trying my best to resolve the problem as quickly as possible. Please stay connected.
4. BUSINESS : 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. / We appreciate your business and loyalty with us and also value you as a customer. / I see here that you have been with us for years now. What a milestone!
5. MAKE CUSTOMER FEEL VALUED : You are part of our Xfinity family, we will take care of everything for you , I just want you to relax and as this issue is on us and we will bring back your smile.

************************ VERIFICATION ************************
** 1ST LEVEL : full name and service address ** 2nd LEVEL : 16-digit acc. no. , last 4-digits of SSN no. , 6-digit verification code.
** When customer says why authentication is required ?
1. Authentication process is necessary to protect your account from unauthorized access and fraudulent activities. Xfinity takes all the necessary steps to ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.
2. As I have checked you are not a authorized person on the account. To proceed further we need authorized person on the chat . This is to ensure the privacy and safety of account. Please get the authorized person on the chat.

************************ TOGGLE ************************
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. Please be rest assured, I'm here to assist you, and to provide the best support.
************************ HOLD ************************
1. Let me put you on a brief hold while I gather the necessary information.
2. I'll need to check on that. Please hold for a moment.
************************ PERSONAL CONNECT ************************
1. While I'm looking into your account, May I know how was your day been so far ?
* That's wonderful to hear! I hope that your day goes greater and smoothly all through out! I'm also doing great, [Customer]. Thanks for asking :)
2. I understand that billing can sometimes feel like a maze, but I'm your guide through it. Together, we'll navigate and ensure everything adds up perfectly.

************************ SET CLEAR EXPECTATIONS ************************
1. Let me go ahead and see what we can do together to get this taken care of. To begin, I will now run some diagnostic checks on your modem
2. I can see your device is performing well on the Xfinity network, so let's dig a little deeper to determine if there are other issues.
**Technician details: Technician Disclosure, Ticket number, date, time
3. Troubleshooting script: (in mercury)

************************ CALL REQUESTS ************************
1. I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you. However you can share your query with me here on chat and I will try my best to resolve it.
2. Since you’re looking to have a word with Voice representative, please call us at 1800-934-6489 Xfinity and follow the interactive voice response to have a word with live agent. Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services.
3. I would request you to please once contact our dedicated team available at "1-800-934-6489 Available Monday-Friday: 8 AM to 9 PM and Saturday: 8 AM to 8 PM" and our promo team will help you right away with it.
4. It might be possible that the lines are busy right now because of which you unable to get an agent over the call and in this case you can also schedule a call from our voice team at https://www.xfinity.com/support/schedule-callback/ and our team will get back to you via call.

************************ TECHNICIAN VISIT ************************
1. We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections. I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.
2. As long as issue is from comcast end you will not be charged for the technician visit and the technician will let you know in advance if there are any charges applicable .
3. Let me check for the earliest availability of technician to fix this for you. / We have a technician available on [date] between [time slot] . These are the earliest time slots that I could get for you as all the slots earlier than these are completely occupied. Is this fine with you? / I will also add you to priority waiting so that if any of the tech visit gets cancelled then the technician may contact you.
4. You've been a good troubleshooting partner. We have done all the possible troubleshooting steps from our end and it seems that this is a physical wiring issue or some kind of signals issue. We now need to dispatch a technician to trace the cause of this . Rest be assured that we will be sending our well trained tech to resolve your concern.

************************ UID PASSWORD RESET ************************
1. Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or wifi password?
2. If you choose to register your phone number make sure it's a smartphone number and phone must be connected to your own Xfinity wifi (in home network). / As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option. / To reset the password, first we will need to register either phone number or non comcast email address on your account and then only we will be able to reset the Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own. / So please confirm are you connected to your own Xfinity wifi ?

3. I have successfully registered your phone number or non comcast email address on the account. However before we reset the account password you will need to verify the :
- phone number or non comcast email address. And to do this you might have received one sms or email with the verification link mentioned in it.
- Please click on that link and verify the same. Confirm once done.
- Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number
or non comcast email address. Finally enter your new password.
Confirm on you are done.
4. Since you are not connected to in-home wifi we will not be able to register the recovery options that your non comcast email address on phone number on account.
- Hence we will not be able to reset the passwords in this way.
- However I have 2 alternative ways for you
1) As per first option I will add the details now on account and once you reach home and get connected to home network you will get one verification email or text.
Using that you will need to verify the email address or phone number and upon successful verification the details will get registered on account.
After that you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.
2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password.
Please let me know how you would like to proceed ?
Please let me know the user id you are trying to reset the password for.

************************ OUTAGE AND OUTAGE CREDIT ************************
1. I would like to inform you that there is an outage in your area due to that your services has been impacted . The estimated time of outage resolution is -----
2. Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable
(only when outage is for 6 hrs or above, a credit for a day will be given) and you will receive the credit for the time you are facing interruption in your services.
**DON'T PROVIDE UNTIL CUSTOMER ASK FOR THIS : For the outage interruption I am also applying $ credit on the account.
The least that I can do right now is to at least apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.
Credit will be reflected on your online account within 24 hrs and on your next bill.
3. For now I am going to update your number and once the outage will be fixed we will inform you through text message. Please let me know any of your suitable contact number to mention?

************************ PAYMENT ARRANGEMENT ************************
1. As a customer myself I would be happy to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
2. Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue as I appreciate your time.
3. I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans. / Please note that you can setup up Automatic Payments by visiting https://customer.XFINITY.com/#/settings/bill/autopay

************************SOFT DISCONNECT ************************
1. [Customer], While working on your account as I have seen your services are temporarily disconnected as there is delinquency of [past due amt] on account. In this case in order to get the services on account we will have to get the past due on account cleared and once it's done your services on account will get restored right away.
2. I do understand you and I see that you had submitted a request of payment arrangement on account for [$***], however the request was not processed as your account is not eligible for payment arrangement.
3. [Customer], if it would have been possible for us to restore your services on account surly I would have done it for you however as I am from the chat repair team, the system wont allow us to do the same.
4. However let me help you with the contact details of our dedicated collections team who handles such concern, Rest be assured as our dedicated team will look into your concern and help you in the best possible way.
You will be able to contact our dedicated collections team available at "888-936-4968 from Monday through Friday: 7 a.m. to 10 p.m, Saturday: 8 a.m. to 7 p.m and Sunday: 9 a.m. to 6 p.m.
Please call on the above given number so that our dedicated team can help you at the earliest with it.

************************ SOAK PROCESS ************************
1. [Customer], you have been a great troubleshooting partner and we have done all the required troubleshooting from our end however it seems like this is some kind of signals issue or configuration issue with the equipment.
In order to get this issue resolved we will have to escalate your concern to our advanced repair team.
Rest assured! As our back end team will work on your concern from there end and get it fixed within next [hrs] hours and once the issue will get resolved our team will get back to you via text and confirm the same with you.
Please let me know if you are available on " [phone number]" ?
2. [Customer], I am glad to inform you that your concern has been escalated to our back end team who will get getting it resolved at the earliest and here is the ticket number " [ticket no.]" for your reference.

************************ APPROVAL ************************
* Before Approval
Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the details. 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?
You would have received a consent on this " " email address / Contact number. In order to approve the order you just have to click on "I Agree" and then press the "Submit" button and the order will get approved.
The link for the approval is valid for next 3-4 minutes, Let me know once you are done with the approval.
* After approval
Thank you for your approval : ) Your order has been placed successfully, Here is the order number " AAAAA " for your reference and Please do expect an email notification within few hours for the order details.

************************ XFI PODS ************************
1. Once you add xFi complete on the account, after the initial 14-day assessment period, you’ll receive additional email with information about your xFi network performance. After the Whole Home evaluation is complete, the results are sent to the primary email address on file.
2. If eligible for free pods, you will receive an email "Your most recent review shows that your WiFi coverage may benefit from an xFi Pod, available to you at no additional cost. This email will include a link to order an xFi Pod; once completed, the xFi Pod will arrive within 3 to 5 business days. The same online order link will be available in xFi's Notification Center and the xFi Pod Redemption tile in the Overview tab of the Xfinity app or xFi website.

************************ ORDER PLACEMENT ************************
I have processed the order, this is your order reference number , you will receive the shipment within 3-5 business days, once you receive the shipment please plugin the equipment and activate it via Xfi app or visiting at xfinity.com/activate so that you could do it by yourself.