Notes

Relate/Issue Acknowledgement :-

No Internet issue:- 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.
I totally understand the value of internet service for you and will surely take care of it for you.
I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Please let me go ahead and check the root cause of the issue and fix it.
I am sorry your internet is not working. I know that can be frustrating. I would be glad to help you and resolve this issue.


Slow Speed:-

I 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.

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.
Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will check the status of equipment in the system and help you.
General Scenario(Relate/acknowledgement):- That's not the experience we want you to have as a customer. We want to apologize for falling short, I request you to give me an opportunity to help you out over this chat. Trust me, you're connected to the right person and I'll ensure that you will have great experience with Xfinity now.

Appreciation:-

Thank you for being an awesome customer throughout this chat. We appreciate your business with Xfinity.

Thank you for your outstanding efforts, I truly appreciate everything during this interaction in order to resolve your issue. It was not possible without your support.

*******************OPENING*********************
1.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. Please be assured I will surely help you to get this fixed for you.
You have reached to right agent. I will help you with nest possible resolution on chat.
2. I totally understood your concern. No worries, let me pull up your account records then we'll check what best can be done in this case.
3. I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion
4. I completely understand your concern. I surely will try my best to get this sorted over the chat.
5. Certainly I acknowledge your patience. I am trying my best to resolve the problem as quickly as possible. Please stay connected.


***********************IRRATED CUSTOMER************************

I do not want to set any wrong expectations with you over the chat.

Michael, If it is in my hands, I would have done it without any hesitations.

Please try to understand . Being an Xfinity agent, I have a limit of access on the account. I really want to help you however, It is the system which is not allowing me to do so.

Please understand , We do not want to loose a customer like you.



I always take my customers seriously and want to help them with the best.


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

A wonderful day! Thank you for choosing Xfinity! This is Agent Name, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)
Kindly tell me more about your concern and lets start working on it
Assurance/Appreciation:
Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services
Usage Of Xfinity Reward Script for all eligible Accounts:

(IF CUSTOMER IS NEW)

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.

********************************HOLD :-*********************


Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.
Thanks for staying connected till I fetched your account details. I appreciate your patience.

Closing statements #

1. 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!

2. It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else I can assist you with today?

3.I am delighted to help you. Also, I must admit that you've been the most polite and patient customer I've ever dealt with in many days now. It's a pleasure to chat with customer like you.


4. I would love to hear about your chat experience with me today. If you’d like to share your thoughts, you can click the “end agent chat” option. I would appreciate your thoughts on the service and experience I have provided.

*********************** AUTOMATED AND DISCONNECTION************

I request you to please ignore the above system generated message.
I also request you to kindly keep responding within 2 minutes to avoid disconnection and kindly stay connected.
*************************************************CONFIRMATION*******************************

1. Could you please confirm your modem CMAC address, which you can find on back or bottom of your modem on white sticker.

2. Could you please check all the connections from back of your modem. All should be tight and secure.
3. Could you please confirm your modem light status? Is it On Off or Blinking?
3. I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion.
4. I completely understand your concern. I surely will try my best to get this sorted over the chat.
5. Certainly I acknowledge your patience. I am trying my best to resolve the problem as quickly as possible. Please stay connected.

************************************************TROUBLESHOOTING****************************************************
1. System is indicating that there is something wrong with the modem boot file, let me updating and synchronizing it, it
will take 2-3 minutes, please stay connected.
2. I am updating your whole network and service module, it will take 2-3 minutes, please stay connected.
3. I would request you to unplug the modem from wall outlet and power supply, wait for 30 seconds then plugin back, please let me know once done.
4. I would request you to please remove the power cord from the wall outlet and wait 40 to 50 seconds, then plug it back in.
5. An automated check is communicating with the modem to register it online. It will take 3-4 minutes, please stay connected.

***************************************************UID RESET**********************************************************
1. Before we start with password reset, May I know are you connected with your In-home Xfinity Wi-Fi/Network.
2. As I can see you haven't updated any third party email or contact on your user profile to receive the password reset link.
3. Let me update it for you. Please confirm the email or contact number you wish to update on your user profile.
4. I have updated the phone number/email, please click on the link you have received to verify the email/phone number.
5. Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
6. Once you visit the link, perform the following 3 simple steps:
a) Enter your username.
b) Enter the captcha code shown on screen.
c) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number or non comcast email address. Finally enter your new password.
Confirm on you are done.
***************************************************TECHNICIAN********************************************************
1. We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit for resolving the issue.
2. Please be assured I know you are in a situation as I am a customer myself I will try my level best to get you the best soonest technician slot available on my priority.
I am checking for the earliest availability of technician to fix this for you.
3. Please help me with the best contact number to schedule the technician.
4. We have a technician available on 10/11/22 08:00AM to 10:00AM. 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?
5. If you are not available for the technician visit then anyone can be there who speaks english and is above 18 years.
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
You will also get an email with all the details of appointment scheduled.
6. I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:
7. 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.

*****************************************************WAITLIST*********************************************************
1. 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.
Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.
2. I have also added to you on the waitlist so any earlier cancellation slot will be yours. So that your issue get resolve as soon as possible.
3. I have already confirmed the soonest slot, however I will put you on waiting list to for the sooner appointment, the tech will contact you prior to the visit to confirm your availability at home.

**************************************************ORDER PLACED******************************************************
I have processed the order, this is your order reference number , you will receive the shipment within 3-5 business days, once you receive the shipment please plugin the equipment and activate it via Xfi app or visiting at xfinity.com/activate so that you do not need to reach us again to activate it.

****************************************************XFI COMPLETE*****************************************************
As I can check your data usage is very high and you do not have unlimited data, as you are our valuable customer If you want I can help you to get unlimited data in just $11/mo, which usually cost you $30/mo. So that you can enjoy unlimited streaming and gaming without even worrying about the data limit and you can save your money for not getting extra charged when you exceed your data limit.

*******************************************************NPS*************************************************************
1. I want to thank you for your time and patience while resolving your concern.
2. You were very patient and co-operative throughout the chat, probably the best customer I had today.
3. Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.
4. I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.
5. You have been very kind and cooperative on the chat. Customer like you makes us strong.
6. It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful troubleshooting partner.
7. You have been very patient and amazing with me today, certainly the best customer I had today. I hope that all the issues are addressed.
8. Is there anything else I can assist you with? As I do not want to close this chat without acknowledging all of your concern.
9. Great! I appreciate any feedback 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

TECHNICIAN VISIT
-------------------------------------------
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.

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.

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.

This also to avoid similar inconvenience in the near future and it normally cost $100 for servcie visit. But no worries if the issue is caused by Comcast then the technician fee will be waived off.
Please help me with the best contact number to scahedule the technician.
I am checking for the earliest availability of technician to fix this for you.

We have a technician available on between . 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?
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.

Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.
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:
There will be a automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
If you are not available for the technician visit then anyone can be there who speaks english and is above 18 years.
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
You will also get an email with all the details of appointment scheduled.
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.

************************NPS close statments:************************

I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.
Cheers to our team work

It was delightful experience to have such an amazing customer like you on chat. Thank you for the oppertunity and patience and being a wonderful troubleshooting partner.

I must say you are the best person I chatted today who really understand and willing to cooperate with us ..

Great! I appreciate any feedback 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

Apart from this issue is there anything else I can help you with? I want to make sure that you a wonderful customer service experience.

Thank you for contacting xfinity support. Have a great day ahead.

****************************OUTAGE AND OUTAGE CREDIT*************************

I would like to inform you that there is an outage in your area due to that your services has been impacted . The estimated time of outage resolution is
Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable and you will receive the credit for the time you are facing interruption in your services.

PAYMENT arrangement Scenario

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. Lets work together, to resolve this for you. Sounds like a plan?
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 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.

The payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.

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.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans

******************************************************SELF HELP*****************************************************
--------------------
( for all types of internet issue)
Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.

Xfinity My Account App(Cable)

Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.
My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting

Xfinity My Account App(Internet)

You can also try to fix internet issue, check for service outages, pay bills, manage your account online - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.
All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.

****************************************************SELF HELP*********************************************************
Xfinity Xfi App

I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.
I would suggest to give it a try. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview

(in case you schedule tech)
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.
(in case you schedule tech)

Using the Xfinity My Account App, you can reschedule or cancel an upcoming appointment, as well as add it to your calendar.

1) Download the Xfinity My Account app from Apple appstore or GooglePlay.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select " add to calendar" to have a reminder added to your device's calendar.
5) If you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.

( for all types of internet issue)

I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.

I would recommend/suggest trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview

*********************Show Appreciation*********************
#
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.
(Making the customer feel valued, showing urgency to the customer’s issue)
#
I see here that you have been with us for years now. What a milestone!
(Acknowledging the customer’s long term relationship with Comcast)
#
In meanwhile, I was going through your account and can see that you have been using our services since “
Enter Year
”. I appreciate your loyalty and business with Xfinity. (
Acknowledging the customer’s long term relationship with Comcast)

*****************************CUSTOMER APPRECIATION***************************
--------------------------
I appreciate all your working before coming on chat to fix the problem from your end. Now let me take care of this for you.
Till then you can relax and grab a cup of coffee.

I appreciate the attempts made by you to fix the problem from your end.

I appreciate all your working with me. You are doing really great. Please stay connected.

Certainly I acknowledge your patience. I am trying my best to resolve the problem as quickly as possible. Please stay connected.

I appreciate your patience. We are almost close to the conclusion. Please stay connected for some more time.

*************************Be Warm & Friendly:******************
#
I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion.
(Appropriate Empathy, Relate to the customer situation)
#
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?)
#
A wonderful day! Thank you for choosing Xfinity! This is Niranjan, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :) Kindly tell me more about your concern and let's start working on it.
(Positive Greeting, Owning the situation)

************************************SERVICES NUMBER*************************

Prepaid Helpline : 1855-757-7372

Mobile helpline : 1-888-936-4968

Service cancellation link : https://www.xfinity.com/support/cancel-service.

Internet essential : 1-855-846-8376, https://ec.comcast.com/request-chat-support.

Equipment activation : www.xfinity.com/activate.

BB/HOA/Tenant :Your chat has been routed to the support desk for residential customers only. Your account is a Business class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance.

Movers helpline : 1888-485-3514.

Channel lineup : You can view channel line-up at: http://www.XFINITY.com/programming/channellineup/nopackages.html

Retention helpline : 1866-470-6654

CSA helpline : 1888-565-4329

CSN2: Great! I appreciate awesome feedback on the services and experience I have provided you today. Thanks for being a loyal customer. I hope you have an wonderful rest of your day.

Password reset link :Please follow the steps on the link : https://idm.xfinity.com/myaccount/reset

Seasonal hold : 1888-633-4266

Activation helpline : 1855-652-3446

Helpline : 1800-934-6489

*************************Own It**********************
#
Let’s get this sorted out and make a restful day for you.
(Confidently owning the situation)
#
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

****************************ASSURANCE with clear expectations********************

Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.

For sure, I'm here to help you, and be rest assured I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.

You have me , please feel confident that I will surely get this sorted for you in all possible ways

Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.
#
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.
(Instilled confidence by giving assurance and owning the situation)

********************************REWARDS************************

Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's a brand new program that gives us another way to say thank you to our valuable customers, ( Movie rental, sweepstakes, discounts, and more!) Sign up for free at www.xfinity.com/rewards to see what offers are available.

*********************TENURE AND BUSINESS APPRECIATION****************

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.
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.

*****************************BAXA************************

Xfinity Hotspots

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.

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

You may take advantage of our Xfinity Hotspot. 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.

So whenever you don't have access to Xfinity Internet we recommend our customers to use the xfinity hotspot to use as an alternative. You just need to download the app from Play Store and App Store, enter your xfinity credentials and you will get access to FREE wifi all over US. Also, if you are outside from your home and you want to access the internet then you can use our Xfinity hotspot feature anytime and anywhere in US.

*******************APPRECIATION*********************

Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services

I appreciate you answering all my questions patiently which will help me in identifying your issue over the chat.

Thank you so much. It really means a lot to me and motivates me to work with more dedication .

I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.

Thank you for being a loyal customer with Xfinity . We appreciate your business with Xfinity and value you as a customer.

***********************RELATABLE SENTENCES/ Empathy********************

I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.

I understand and really do apologize for the inconvenience you have been through. I know how it feels to have service interruption always.

I am really feeling bad that you have to go through this and contacted multiple time for same thing.

I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. I will try my best to resolve this and leave a smile on your face by the end of this chat.

I really apologize for the inconvenience, you've gone through. I can totally understand how disappointing it is when you're paying for the services and didn't get worth of it.

I also wanted to say sorry for using more of your time resolving the issue I hope you give me lots of your patience and understanding. I've been a customer like you as well so I can relate myself whatever you feel now.

8***************************SELF HELP*****************************

Xfinity App is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password

In the Meantime, I would like to inform you that If your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity username and password.

With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app from your mobile device from Play Store and App Store, enter your xfinity credentials and then you can access the Streaming feature.













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