Notes

OPENINIG:
A wonderful day! Thank you for choosing Xfinity! This is Himanshu, 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

VERIFICATION:
1. May I have your complete service address along with zip code so that I can pull up your account records.

2. 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.




THANKING CUSTOMER FOR CONCERN

1. Thank you for specifying that, and be assured I will check the details and help you with the best option on my end.

2. 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.

3. Thank you for specifying that, and be assured I will check the details and help you with the best option on my end.



TOG

1.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.


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





HOLD

*It would be appreciated if you allow me 2-3 minutes to check the account for you.
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
3.*I am connected on the chat with you so please let me know once you have
4. I do value your time. However it will take few more minutes of yours. Please stay connected with me.



SELF HELP
--------------------
( for all types of internet issue)
1.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.

2. BAXA Wifi- 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.

3.Autopay self help : Please note that you can setup up Automatic Payments by visiting https://customer.XFINITY.com/#/settings/bill/autopay.

3.Stream APP
Your services will include some of my favorite things about Xfinity service, Watch all your channels on any device. Access thousands of On Demand movies and shows and stream or download your DVR recordings to watch even if you’re offline. Everything is included at no additional cost, Download the Xfinity Stream APP for your mobile device from Play store or Itunes.
4.



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.
I appreciate your patience. 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.
It was delightful experience to have such an amazing customer like you on chat.




ANYTHING ELSE

1. You are most welcome, Apart from this is there anything else I can help you with?

2.It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat. Is there anything else I can assist you with?

3. 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?

4. 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.




CLOSING STATEMENT:
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. Please click “end chat” at the top right and just follow the prompts. Thank you for choosing Xfinity and have a great day!

CLOSE STATEMENT- Today you chatted in regarding internet not working, and we completed all the remote troubleshooting, however we schedule a technician for you and he will check the connections from the outside and then enter your home with your permission. Can you confirm that this resolves your concerns today?


ADDITIONAL

1. hope you are doing well today?
2. I will ensure that end of this chat you would be even better.

4. Please be assured your chat will remain active.

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

6. I totaly understand the value of your hard earned money.


MOBILE PITCH

1. Meanwhile, I would love to tell you about one of our most selling service that is Xfinity mobile. We do have some great clubbed offers if you take it up in addition to your current services. Would like to know more about it?

2. Sure, I totally respect your decision and thank you so much for giving me opportunity to inform you regarding this. However this is a limited time offer on the account and I have confident that you will love it😀



TECHNICIAN BOOKING:-

STEP1. Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

STEP2. Please help me with your contact number so that technician can contact you when he arrives at your location.

STEP3. We are following the advice of government and public health officials by limiting contact as much as we can. Know we are taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: has anyone in the home tested positive for the virus?

STEP4. No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services. However the tech will first check the issue and will explain it to you and he will also mention if the charges will apply or not and you will get the option to cancel it that time as well and the charges will be $100.

STEP5. The soonest slot is for 08/21/2022, 03:00 PM-05:00 PM EDT shall I book this for you:)

STEP6. If you are not available for the 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 your behalf.
@ You will receive a call from our Automated System prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem.



NO INTERNET
since getting issue
power light
perform any troubleshooting step

SLOW
Since when
perfrm trbshting
are you geeting sl on wire or on wireless
how many devices are conected with wfi
IS THER ANY DEVICE USING STREAMING, GAMING
is that possible if you use hardware
diconect all device and connect one to chck speed