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*Name (3 times), relate statement (I understand how important the Internet is….._), apology if required, rapport building and friendly tone)
(Rapport building done)
OWN IT
Do as per your process & ITG, take ownership and give correct resolution, no fake commitment
(Correct resolution and timely responses)
SHOW APPRECIATION
Appreciate the customer for time, patience, efforts, business and loyalty
(Xfinity rewards)
MIE
Make the chat easy to understand
(Xfinity App educate)
RARA
Read actively and respond fast, tailored responses
(Tailored responses)
DISCOVER NEEDS
Asked questions to understand the root cause of the problem
(Customer lifestyle needs)
BAXA
Internet - WiFi Hotspots
Cable - Stream App
(Educate and create excitement)
SCE
Hold/unhold, timely respones, tell why are you doing what you are doing and trouble call charges, future bill change if applicable - what you are doing today and what changes will be done in the future
(To recap, today you contacted about……./ sent the relevant document on email ID or text)
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