Notes

NOTES - 1

*********************************************************OPENING**********************************************************

1. "Thank you for contacting Xfinity chat support. My name is Prabhjot, and I'm here to assist you today. How can I help you?"
2. "Good [morning/afternoon/evening], I'm Prabhjot from Xfinity. How may I assist you?"
3. "Hello, welcome to Xfinity customer support. This is Prabhjot. How can I provide you with assistance today?"
4. "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?"
5. "Thank you for reaching out to Xfinity chat support. My name is Prabhjot, and I'm here to solve any issues or answer any questions you may have. How can I assist you?"

**************************************ACKNOWLEDGEMENT (EMPATHY + APPRECIATION + APOLOGY + OWN IT)*******************************

1. I can understand your situation I am also a customer myself and relate your situation please be assure I will give my best to resolve your concern.
2. I also use the Internet on a daily basis so I know how important it is to have a stable connection all the time. I am working on your issue giving my best to address your concern.
3. I understand the importance of working on stable connection as I use internet for work purpose and to connect with family please be assured I will give my 100% to address your concern.
5. I apologize for the concern you are experiencing with cable services. Let me quickly assist you with your cable issue. I appreciate your efforts which you did so far to fix the issue before coming on the chat. I am here to provide you with excellent customer service today. Please be assured I will do my best to help solve your problem.
6. I appreciate you bringing this to our attention. I understand that you're facing an issue with our service.
7. Thank you for reaching out to us. I'm sorry to hear about the problem you've encountered with our service.
8. I'm here to help, and I'm sorry to hear about the inconvenience you've experienced. We'll work to resolve this for you.
9. I completely understand how frustrating this situation must be for you. We'll do our best to address it promptly.
10. I'm grateful that you took the time to let us know about this concern. We'll investigate and take the necessary steps to resolve it.
11. 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.
12. I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.
13. I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you.
14. 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.
15. 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.
16. 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.
17. Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.
I will definitely help you to get the internet speed you are paying for. Please be assured.
18. Thanks for specifying your concern. I understand the importance of a proper working television service in this world full of entertainment and infotainment.
19. Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.
20. Thanks for specifying your concern. I will definitely help you to cancel the technician appointment. Please be rest assured.
21. Thanks for specifying your concern. I will definitely help you to reset the password. Please be rest assured.
** Own it
22. Let’s get this sorted out and make a restful day for you.
23. I apologize for the inconvenience, I definitely will make sure that it gets addressed immediately.
24. I apologize for the inconvenience. Let me help you right away with your issue.
25. I understand the frustration you're feeling, and I'm here to make it right.
26. 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 appreciate your time and patience over the chat.
3. I really appreciate your kindness. You are the calmest customer I met today.
4. Certainly I acknowledge your patience. I am trying my best to resolve the problem as quickly as possible. Please stay connected.
5. I appreciate your patience. We are almost close to the conclusion. Please stay connected for some more time.
** Appreciate Customer Business and Tenure with us
6. 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.
7. We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for being a valuable part of Comcast Family.
8. I see here that you have been with us for years now. What a milestone!
** If customer is NEW
9. Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.
** Making the customer feel valued.
10. 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 / AUTHENTICATION******************************************
1. Please help me with your full name and complete address with zip code, so that I can check your account and help you accordingly.
2. Thank you for verifying the account before the chat. I appreciate your efforts and cooperation
3. Further to ensure the security and integrity of your account please help me with your 16 digit comcast account number or last 4 digits of social security number (SSN) or your best contact number on which I will send one 6 digit authentication code.
** When customer says why authentication is required ?
4. 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.
5. 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.


**********************************************************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!
(Acknowledgement to customer’s response on “How are you doing today?/How’s your day going so far?)
2. As I'm looking into your account, could you share how your week has been going?
3. I can imagine how frustrating that must be; I've been in similar situations before, and it's never pleasant.
4. I rely on the internet too, so I can appreciate how frustrating it is when it's not working as it should. We'll do our best to resolve this quickly.
5. I know how crucial a stable internet connection is, and I'm committed to helping you get back online smoothly.
6. I'm dedicated to finding a solution for your internet / cable problems. Your satisfaction is our top priority.
7. I understand how inconvenient it can be when you're facing cable TV problems. Just like you, I love relaxing with my favorite shows, so I truly empathize with your situation. Let's work together to assist you in getting back to enjoying your TV time.
8. I'm a big fan of TV myself, so I know how frustrating it is when your cable service isn't working smoothly. It's like a disruption in your daily routine, and I'm here to make sure we resolve this as quickly as possible, so you can get back to your favorite programs.
9. I appreciate your patience as we address these cable TV issues. We're all about providing you with the best viewing experience, and I want to assure you that I'm committed to resolving this for you. Your satisfaction is our top priority.
10. 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.
11. Think of me as your personal billing assistant. Your financial peace of mind matters to us, and I'm here to make sure you have a clear picture of your charges.
12. As I'm looking into your account, could you share how your week has been going?

**************************************SET CLEAR EXPECTATIONS / ASSURANCE********************************************
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

**********************************************************TOGGLE**********************************************************
1. Please do not press the back button and also avoid using other application for us to stay connected without any interruption.
2. I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience.
3. To ensure a smooth and efficient chat experience, we kindly request that you stay connected and refrain from using the back button or switching to other windows.
4. Your uninterrupted presence in this chat will help us address your concerns more effectively. Please avoid pressing the back button or switching windows while we assist you.
5. I'm here to assist you, and to provide the best support, I kindly ask that you remain connected to this chat and avoid any actions that may disrupt the conversation, such as pressing the back button or switching windows.

**********************************************************HOLD**********************************************************
1. Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.
2. Thanks for staying connected till I fetched your account details. I appreciate your patience.
3. I appreciate your patience. Just give me a few moments, and I'll thoroughly review your account.
4. Please bear with me for a moment while I look into this for you.
5. Let me put you on a brief hold while I gather the necessary information.
6. I'll need to check on that. Could you please hold for a moment?
7. I appreciate your patience. I'll be right back with an update for you.
8. Please bear with me for a moment while I look into this for you.

**********************************************************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 a.m. to 9 p.m and Saturday: 8 a.m. to 8 p.m" and our promo team will help you right away with it.
4. In order to get an agent on line please speak your concern on IVR system or press 4-2-2.
5. 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. 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 . So if there is your consent then only he will proceed with troubleshooting.
2. 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.
3. This also to avoid similar inconvenience in the near future and it normally cost $100 for service visit. But no worries if the issue is caused by Comcast then the technician fee will be waived off.
4. Please help me with the best contact number to schedule the technician.
5. Let me check for the earliest availability of technician to fix this for you.
6. 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?
7. I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that.
8. Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.
9. There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:
10. There will be a automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
11. If you are not available for the technician visit then anyone can be there who speaks English and is above 18 years.
12. They just need to have a copy of ID proof and a letter from you authorizing the person to be there on behalf of you
13. You will also get an email with all the details of appointment scheduled.
14. 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.
** Self-Help
15. You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.