Notes

https://notes.io/qWwEg,
OPENING: Thank you for choosing Xfinity. My name is Kiranbala. Who do I have the pleasure to assist today? / How can I assist you today.

ASSURANCE: Definitely, I can help you with that. Be assured I am here to assist you.

APOLOGY: I apologize for the inconvenience. As a customer, I know the importance of reliable services.

IF CUSTOMER ASKS WHY ACCOUNT NO./SSN NO./STORED PAYMNET CARD NO./OTP:
In order to pull your account I need to do 2 step authentication and I need your account number for 2nd step authentication.

ASSURANCE: You are the best customer I got to help today. Let me make your day awesome by giving you the information you need.

SELF HELP:
Have you heard about Xfinity app?

If yes: That's great! I hope you are having a seamless experience with our Xfinity app.

If no: No worries, let me share the details and features of Xfinity app with you.



Xfinity App is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password.


BAXA:
INTERNET
Have you heard about Xfinity hotspot?

If yes: I hope you are enjoying our hotspot service.
If no: No worries, let me share the details and features of Xfinity hotspot with you.

Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and are free to Xfinity Mobile customers and eligible Xfinity Internet and Comcast Business Internet customers. The best part is that, Hotspot usage doesn’t count against the monthly data usage allowance for Xfinity Internet customers.

CABLE:
Have you heard about our Amazing feature of Stream app?

If yes: I hope you are enjoying our Stream app service.
If no: No worries, let me share the details and features of Stream app with you.





HOW TO ACCESS XFINITY WIFI:
In your Xfinity app log in through your username and password. You can access free wi-fi by Checking the hotspot location map in the Xfinity app (on the Wi-Fi tab) or the online map or Download the Xfinity Wi-Fi Hotspots app from the App Store or Google Play.



APPRECIATION: Thankyou for being a valuable customer, your loyalty and for choosing Xfinity. We really could not be doing this without you.

BEFORE ITG: Have you tried basic troubleshooting from your end?

Technician: As we have performed all the trouble shooting steps but you are still getting the same issue, shall I go ahead and book the technician for you?

Hold: Please allow me 2-3 min to check your account.

IF ELIGIBLE: Thankyou for your patience and time.

PAYMENT ARRANGEMENT:

Great news! You are eligible for payment arrangement. Shall I go ahead and send a link on your registered e-mail?

IF NOT ELIGIBLE: As I reviewed your account, you are not eligible for payment arrangement. I hope I could help you, however the policy will not allow me, therefore kindly pay your past dues to avoid interruption of services.

FOR HOUSE DEBT CUSTOMER ACCOUNT: Due to some discrepancy we are unable to provide service at this location.

OUTAGE

Let me go ahead and if there is an outage in your area and If there is no outage I will help you with the troubleshooting.

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this. The estimated time of resolution will be at ______. I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.
Send BAXA

CLOSING

It has been great opportunity to assist you, Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?


Thank you for choosing Xfinity. Have a great day.


LONG TIME ISSUE

I apologize for the inconvenience which you had faced being a valuable customer of the Comcast family. Please allow me to overturn this situation.

This time I will personally take care of this and will do my best so that you do not have to contact again for the same issue.