Notes

TOG
Just a friendly reminder, I would request you to please stay active on the chat by texting, as it will get automatically disconnect if there is no text from your end
Please do not press back button or avoid using any other applications and make sure do not click on any links and pop up while chatting, it will lead to disconnection of the chat.
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*APOLOGIES-
I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Let me go ahead and check the root cause of the issue and fix it.
*INTERNET CONCERN
Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.
Please confirm the color status of the light on your modem

---------XFINITY MOBILE---------

PITCHING:
* I noticed an amazing offer for you on account to get FREE$ Visa prepaid card, sounds good ?
* Your account has been chosen for FREE mobile phone and moreover your internet bill will also get recued by $ every month. Doesn't it sound exciting ?
* Have you availed the latest i pad 10th generation your account has been chosen for at just $12.08 per month ?
* Best part is that there is NO pay today and NO contract
* Out of curiosity, May I know name of your current mobile carrier ?
* May I know how much you are paying per month for current mobile services and for how many lines ?

XM SALES:
* Please help me with IMEI number of your device to check it's compatibility with our network. You just need to Dial *#06# from your device.
You'll see your IMEI number displayed on your screen.
* Please fill in required details from below link and let me know once done to proceed.
* May I know the number you will be using with this mobile ?
* Now, we need to fill card details on account . Please fill in the details from below link.
* May I have your preferred mobile number or email to send all details and approval link ?
* Approval has been sent to your number/email, please click on I AGREE and let me know once done to complete it from my end and share order confirmation number with you.

ACTIVATION STEPS:
* You will get a review email within 24 hours named as "ORDER VERIFICATION", please acknowledge that and upload required documents to complete the order from your end.
* You will get new device/ sim card shipped at your place within 2-3 working days.
* Once you will get new sim card delivered, you just need to go to this link and activate the line from your end: www.xfinitymobile.com/activate
* I have also sent steps for activating the line on your email/ number.
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sale scripts-
before we submit the order, I would need you to review and approve the details and to do that I would be sharing the package information on your registered phone number (123456789) or registered email address (xyz@emailaddress). Please click on I agree to approve the order
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xfi complete-
With this you are getting advanced Security on the go, which provides safe browsing and data protection to your mobile devices when you're not at home.
Upgrade to your xFi Gateway after three years at no extra cost for a better, more reliable connection for your home.
Enjoy wall-to-wall WiFi coverage throughout your home, with an xFi Pod included if recommended.
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FREE PODS_
You will receive the initial Whole Home WiFi evaluation results email about 14 days after activating xFi Complete. If xFi Pods are recommended, the email will include a self-service link to order free Pods. Free xFi Pods can only be redeemed through the link provided in the results email. It's important to wait for the evaluation results before attempting to add Pods, because this is the best way to determine if Pods will help improve your Home Network. If you install Pods when you don't need them, there is the potential that it will negatively impact your WiFi experience.”
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SOAK-
the problem may not be with your device nor the line. The only thing that needs to be done is for us to investigate what's causing this issue. I will be creating an open ticket for our back office engineers to analyze the possible causes and resolve the issue remotely. We'll take care of this for you and will contact you within next 60 minutes on a priority basis.
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promoters-
Great! I appreciate any comments on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day
I would love to hear about your chat experience with me today. If you’d like to share your thoughts, you can click the close the chat option. It will really make my day❤️
Just to summarize, today you chatted in regarding your internet concern, and we discovered that we need a tech visit in order to resolve this issue. Can you confirm this resolves your concerns today?
You were awesome to work with ! Thank you for choosing XFINITY !! We do appreciate your business and loyalty with us. Have a great and awesome day!
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TECHNICIAN VISIT
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.
I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.
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NON PAY
What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience.
I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so.
As a customer myself I would love to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.
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OUTAGE
Thanks for being on hold, as I have checked an outgoing outage is going on in your area and our dedicated team is working on it, We apologize for any inconvenience and appreciate your patience during this time. The expected time of resolution is two hours, I have updated your number as well to our outage team so that you will be notified on your text message once the outage is over.
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RETENTION-
Just to inform you, we do not have right to cancel the services, we are only authorised to upgrade or downgrade your services, in order to cancel the services I request you to please call our dedicated team at 1800-934-6489