Notes

OPENING
A wonderful day! Thank you for choosing Xfinity! This is Harmanmeet, your Xfinity Aambasssador for today. It will be a great pleasure to assist you today.

UNDERSTAND///ACKNOWLEDGEMENT STATEMENT
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 issue.
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 issue.
I understand the importance of working and stable connection as I use internet for work purpose and to connect with family please be asured I will give my 100% to address your issue.
I apologize for the issue you are experiencing with cable services. Let me quickly asist 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 asured I will do my best to help solve your problem.

Empathy and Correlation Statements:

• 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 you Internet speed is slow, let me check the device and help you to get the proper speed.
• I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.
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. You have 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's the important source of entertainment for them. You have reached to right agent. I will help you with best possible resolution on chat.
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Show Appreciation:
• Business: Thank you for being a valuable customer for such a long time. 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.
• Time patience and efforts
• Thank you for being my hand and eyes, it was possible only because of your efforts.
• You have been a fantastic team player in helping me resolve your concern.
• I appreciate your time and patience.
• I appreciate your efforts on chat.
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Make it Effortless:
• Self help
• Correct ITG followed
• Easy and layman language(no technical terms) used on chat
• Authentication done when required(for e.g. When making any changes on account or sharing account sensitive information)
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Read Actively and Respond Appropriately:
• Timely respond
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Discover Needs:
Probing:
o May I know since how long you have been facing this issue?
o May I know if you have done any troubleshooting on your end to get this issue fixed?
o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o Are you connected with in home Wi-Fi or Xfinity hotspot?
Usage :
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?
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Be an XFINITY Ambassador:

• Xfinity My Account App
• Xfi App
• Xfinity Stream App
• Xfinity Hot spots App
• Xfinity Rewards

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Set Clear Expectations:
• Toggle Script: Please do not press the back button and also avoid using other application for us to stay connected without any interruption.
• Technician details: Technician Disclosure, Ticket number, date, time

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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.

CABLE STEPS

1)Disconnect the power to the cable box by either unplugging the power cord from the wall out1let or from the back of the cable box.
2)Wait 10-15 seconds.
3)Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.This is to check dust, wear and tear to fully optimize the connections.
4)Please unplug the wires between box and TV . Wait for 30 seconds then plug back in again .
5)Kindly Check, all the wires of device plugged in properly.
INTERNET STEPS
1)Unplug the box from the power source to turn it off
2)Wait for 50 seconds.
3)Check if coaxial cable at the back of the modem and at the wall outlet is properly connected and should be finger tight.
4)Plug back the box to the power source to turn it on and wait for all lights to sync.
5)Once the Modem is fully synced, Check for Internet connection.

SALES///GSR
xFi Complete is our best in-home WiFi experience and includes the following benefits: Have peace of mind doing everything you like online with unlimited data, if you're enrolled in our 1.2 Terabyte (TB) internet data usage plan It will cost $10 more just should I add for you?
Xfinity Flex is a voice-controlled 4K streaming TV box, at no additional cost with Xfinity Internet. Check out all you can do with Flex: Brings together top apps and networks including Netflix, Disney+, Hulu, HBO Max, Prime Video, YouTube, discovery+ and more should I add for you?
While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.

IMPORTANT LINKS
(internal only) You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record.
(internal only) Please note that you can schedule your payments now. Please visit https://customer.XFINITY.com/#/billing/payment. Under payment date, select the date when you want to make a payment and it would be processed on that date. It’s that simple.

REWARDS
By the way, We have a new program for our loyal customers called Xfinity Rewards. Reward members enjoy a special mix of perks & benefits. It's free to join and easy to use. Sign up at on the Xfinity app or www.xfinity.com/Rewards . Have a great day !

Xfinity Rewards It's nice to meet you. I see that you've been with us for the last ____ years. 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. I would like tell you about our Xfinity Rewards program which is specially for old customer. Xfinity Rewards is a new program just for Xfinity customers – our way of saying thank you for being with us. Rewards members enjoy a special mix of special perks, unique experiences, product benefits and so much more. The longer you’re with Xfinity, the more rewards you get; and it’s free and easy to use. Depending on how long you’ve been an Xfinity customer, you will be eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc., and they’ll be refreshed regularly. To join or view rewards, you can do so via the Xfinity app or by visiting Xfinity Rewards.

HOLD
Please allow me a moment and Let me review your account.