Notes

OPENING
Thank you for contacting Xfinity chat support my name is Kamal. How may I assist you today?
Acknowledgement
Apology / Empathy / Ownership
I completely understand your concern. I surely will try my best to get this sorted over the chat.

I completely understand your situation as I am also a customer at some point, 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 upon Internet to work. I know how difficult it is when your internet speed is slow, let me check the device and help you to get the proper speed.

I apologize that your internet is not working. However, do not worry I am here to resole this issue and I am certain that It will be a piece of cake to troubleshoot with my assistants and your hand and eyes.
or You reached to right agent. I will help you with best possible resolution on chat.

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 is the important to right agent. I will provide aid to you with best possible resolution on chat.

Show Appreciation

Thank you for being a valuable customer for such a long time. I do 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.
Time patience and efforts
Thank you for being my hand and eyes, it was possible only because of your efforts.
I appreciate your time and patience.
I appreciate your efforts on chat.

Discover needs / probing
May I know since how long you have been facing this issue?
May I know if you have done any troubleshooting on your end to get this issue fixed?
Cable - May I know on how may boxes are you facing this issue?
Slow Internet - Are you experiencing the issue on wired or Wi - Fi connection?
Are you connected with in home Wi Fi or Xfinity hotspot?

May I know your streaming preferences?
How do you normally use your Internet?
May I know users are connected to Wi Fi at a time?
How do you normally use your Internet?

Be an XFINTY Ambassador
Xfinity my account app


Xfinity app

Xfinity stream app

Xfinity hot spot app

Xfinity rewards

Set clear Expectations

Please do not press the back button and also avoid using other application for us to stay connected without any interruption.

Technician Disclosure , Ticket number, date, time
Flex Pitching(Internet customers Only):
You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?

Xfinity Hotspots App:
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 can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device. You can save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password. Application is available on App Store and playstore for iOS and android devices.
Xfinity Flex:
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote. Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost. Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.
Xfinity App:
For Cable Customers: The Xfinity app allows customers to easily gain access to self-help information and troubleshooting steps on their devices. Manage technician appointments, including rescheduling. Make payments and view billing information. Allows to manage account and view account information remotely. It allows you to view outage information Application is available on App Store and play store for iOS and android devices.
For Internet Customers: The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
Xfinity Stream App: Turn any screen into a TV with the Xfinity Stream app — included with your Xfinity service. You never have to miss must-watch TV. Stream top networks, live sports and news, plus thousands of On Demand shows and movies on any device. Schedule and manage recordings from any device. Stream DVR recordings from anywhere. Download DVR recordings and watch offline. You can download the Xfinity Stream app on your phone or tablet from Play Store or App store. You can either watch online on a larger screen? Visit xfinity.com/stream


MOBILE
HOME SECURITY


DATA USEAGE - 1.2TG
10$ - 50GB
50$ - 250$

XFI COMPLETE $ 25 WITH MODEM RENTAL (10 $)
TECH UPGRADE - AFTER 3 YEAERS
Wall TO Wall coverage - 14 days assessment
free XFI pod can order by the same link of the email
after 6 months - for 24 month if the cm is not eligible (N _ E America )
OWN MODEM - 30 $ XFI COMPLETE
XB3 and the below will not work
GATEWAY = Modem + Router
wall out let /
power
coaxial
ethernet

X1
Flex password by voice command on tv
Xfinity app
hotspot app
Xfinity Streaming app
flex free only for internet addition 5$
activation 15$ one time

call id on tv
if on
voice command




We both have done it! I must say that you are the most understanding and polite customer I had today! Much appreciated!

Have a great rest of your day too. It was amazing chatting with you. I really appreciate your time and assistance on this chat.

I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity customer.

Wonderful! We have done it! You're welcome. You are amazing.



Yay! I'm so glad it is working! Is there anything else I may help you with this afternoon?

Perfect! It's been my pleasure to help you. We appreciate you choosing Xfinity for your services. Thank you, have a great day and stay safe.




It will be $8.50 extra per month, you will see the charge on your next bill. Have you considered the Xfinity Mobile plan?

No, we can do everything for you over the phone. No need to have you drive all the way there.




FEATUREES- Xfinity provide fastest internet up to 3 GBPS speed available

Advanced control with XFI Enhances parental controls and data pause.
Best in class gateway built in advanced security to protect every connected device.
Vast coverage connect to over 20 million secure hotspots nationwide.
Privacy protection Customers personal information is safe, secure, and private.
Everyday Value Includes Flex 4K streaming box and Peacock premium.
Extremely flexible customers can also bring their own equipment if preferred.


ADVANTAGES
BENEFITS
Discover need-Questions (internet )

What are some things you use the internet for?
How do you mange the devices accessing your home's Wi-Fi today?
do you find yourself looking for Wi-Fi hotspots to help save on your mobile data usage?
In addition to yourself, who uses the Xfinity services in your home?
What type of devices are connected to your home Wi-Fi network

Discover need-Questions (TV and cable )

What type of programming do you enjoy waiting- new, sports, kids, reality TV, movies?
What streaming services do you use for your viewing?
How do you watch content when you are on the go?
What devices do you use to watch shows or movies?
Do you prefer to watch at home or on the go?
Speed of packs and the name :

75 MBPS - connect
200 - connect more
400 - fast
XB3

800- superfast
XB 6
1000- Gigabit
1200- Gigabit Extra
XB7,8
Cable packages
10 + Channels - Choice TV
125 + channels - Popular TV
185 + Channels - Ultimate TV
Ever servicer of modem or (cable Box) are rental basses 15$ monthly / expect mobile
LOP
Cable TV
Internet
Home security (sells )
CDV (Comcast Digital Voice)
Mobile (sells)


75 Mbps is good for

Up to 4 devices

Streaming services

Downloading music and photos

Video chatting


200 Mbps is good for

Up to 5 devices

Streaming services

Downloading music and photos

Video chatting



400 Mbps is good for

Up to 8 devices

Downloading large files

Streaming services

Video chatting



800 Mbps is good for

Up to 11 devices

Fast downloads

HD streaming

Multiplayer gaming



1000 Mbps is good for

12+ devices

Super fast downloads

Multiple people HD streaming

Multiplayer gaming



1200 Mbps is good for

Unlimited devices

Ultra-connected households

Pro-level gaming

Staying ahead of the curve

That's wonderful! I will be happy to assist you.
Definitely Ross, I will be glad to assist you. I know how important this is for you, because I also manage my own account online. No worries, Let me quickly share the step

Absolutely, I will be glad to assist you with this. Let me check all the available promotion for you

Certainly , I will assist you with the best deal available on your account . I can understand the importance of high speed internet these days. Let me quickly check that for you.


Sure name, There could be technical glitch, Apologies for the the trouble caused to you. , Let me quickly check the slots availability for tomorrow.

Oh, That's perfectly alright. my daughter is also very mischievous. She does this numerous times at the home.
Absolutely,
I will glad to assist you with this.
Certainly,
I will assist you with the best deal available on your account.
Apologies
I appreciate your efforts as you tried all the basic steps on your own. I apologize that your cable box is not working after setup. Let me quickly review your account to fix this
swiftly
Pardon
magnificent outstanding
excellent superb
hectic schedule
annoying
appropriate
comprehend
To understand CM you should be in the place of CM and in their shoes who there are felling
To communicate you these : death
I known that this must be frustrating for you
I am sorry to learn of the death of your love once name . Please accept my condolences for your loss. We realize this is a difficult time, and we want to make the claims process as easy as possible for you.
this is obviously a horrible time for you.
I realize you are upset. I would like to take a minute to talk about what I think happened ,than answer any question you might have .
I know this has been difficult for you.
Rest assured, I am going to do all I can to resolve this for you