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1] Be Warm and Friendly – Create a personal connection so that customers feel valued and well-cared for.
2] Own It – Do everything within your power to resolve the issue, instilling confidence and trust with the customer.
3] Show Appreciation – Recognize the customer’s existing or intended relationship with the company and/or acknowledge the significance of customer’s loyalty.
4] Make it Effortless – Make all interactions for the customer quick and easy and promote self-service capabilities for future use.
5] Listen/ Read Actively & Respond Appropriately – Customize conversation listening/reading for cues and tailor your response to the customer's experience.
6] Discover Needs – Ask thoughtful, relevant questions, collaborating with the customer to thoroughly define the opportunity/issue, and identify the best solution.
7] Be an Xfinity Ambassador – Promote Xfinity brand, products, and services by demonstrating expertise so the customer can feel your excitement and enthusiasm.
8] Set Clear Expectations – Keep customer accurately informed throughout interaction using transparent communication ensuring next steps are understood.
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