Notes

Auto Opening:-
A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today. Kindly tell me more about your concern, and let's start working on it.

No Auto Opening :-
A Wonderful day! Thank you so much choosing Xfinity! This is Dishant, your Xfinity Ambassador for today. It will be 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.

Closing :-
It's been an honor assisting a kind-hearted customer like you. Thank you for being the best part Xfinity and have a great day!

Toggle :-
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption over this chat.
* Requesting you to please stay on this window , moving to any other window might interrupt our conversation


Empathy and Correlation statements :-
No issues, I completely understand your concern and will surely try my best to get this sorted over the chat with the best possible resolution for you.
*Slow Internet* :-
I totally 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.
*No Connectivity or Intermittent* :-
I really apologize for the inconvenience you are facing inconvenience I understand your situation and know that can be frustrating 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 surely try my best to help you with best possible resolution on chat.
*Cable issues* :-
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 over this chat.


*Appreciation* :-
Please do not be thankful to me I can say, I am lucky enough that this chat came to me and I got a kind customer like you.
- 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.
- You have been very patient with me today, probably the best customer I had today, please let me know if there is anything else I can do for you?
- You are really one of most understanding and supportive customer with whom I am chatted today.
- Business: Thank you for being such a valuable customer with us. 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.


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?
o May I know since how long you are facing this issue and were any troubleshooting steps performed earlier?
Usage :
o May I know your streaming preferences?
o How do you normally use your Internet for like surfing, streaming or gaming?
o May I know users are connected to Wi-Fi at a time?


*BAXA or self help* :-
- Xfinity my Account *technician*- For future reference, you can even download MY ACCOUNT app to manage the technician appointment from your end, you can reschedule or even cancel that by just a single click.
- XFINITY WIFI HOTSPOT-
You can also find and connect to Xfinity WiFi hotspots when you need them most. Just sign in to any xfinitywifi network using your username and password.
- XFINITY STREAM APP-
With the Xfinity Stream app you can watch live TV and On Demand content from your computer or mobile device. You can even download shows and movies to watch offline in case you lose power.
- *MY ACCOUNT* - In the meantime, I want to share that you can use The Xfinity My Account app which allows you to easily gain access to self-help information and troubleshooting steps on their Apple and Android mobile devices.
*cable concern* :-
- 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.


XM Pitch :-
- Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
- In the meantime, may I know the charges you are paying for your mobile services because I am having an amazing offer for your mobile services as well which is also at discounted price?
- I just want to share a good news with you , while working on your account I have checked that you are pre qualified for our Xfinity Mobile services where you can take advantage of our Unlimited calls and text and access to the most reliable 5g Network at just $15.00 per month and if you bring your own device, you will get $100.00 visa prepaid card per line
- Being an Xfinity Ambassador, I'll be glad to inform you about the Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and 1Gig at just $15 per month I would like to take this opportunity to share, we can help lower down your internet bill up-to $20 per month consequently, savings of up-to $240 a year, if you or any of your family members move current mobile services to Xfinity.

HELPLINE NUMBERS-
- BULK- 1800-391-3000
CANCELLATION TEAM:-
Just to inform you that we do not have right to cancel the services, we are only authorized 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

Prepaid :-
Your chat has been routed to the support desk for postpaid customers only. Your account is a prepaid account and have an exclusive support desk. I would request you to please call our Prepaid support team at (1-855-757-7372) for further assistance.
Internet essentials :-
I have successfully escalated this issue for you and request you to please contact our dedicated INTERNET ESSENTIALS department at - 1-855-846-8376
Thanks for being on hold , as I have checked you have a transfer of service account and we have no access to help you with the transfer of the services, I would request you to please call our Transfer of services Department at 1-877-685-6683 for assistance

Business :-
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.
Mobile :-
However, Your chat has been routed to the support desk for internet customers only. Your account is a mobile account and have an exclusive support desk. I would request you to please call our Mobile support team at 1-888-936-4968 for assistance.
Normal Call support :-
I have successfully escalated this issue for you and request you to call our dedicated team at - 1800-934-6489


********************PAYMENT ARRANGEMENT SCRIPTS****************

Glad to see that you are observing your bill. Let me help you.

As I have checked your account has a delinquent amount of $ , due to which your services are temporarily disabled, I request you to please pay this amount to reactivate your services.

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 have 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.

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.

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 arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.



It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.



I understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency.

I hope you will not take this against me as I only want to be transparent and ensure to resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favorably.

I know that you are on 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 won't hesitate to do so.

We have done our best to process your request . We have exhausted our resources, but we are getting the same result since your account is in a maximum days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.



However in as much that we would like to extend or set up a payment extension in your account, the full past due balance has been settled. This is because your account has reached the maximum days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.

As of this moment, your account no longer allows us to set-up a new arrangement and needs us to settle the full past due first before it allows us to restore the services.

We understand that many customers are experiencing financial hardship that makes it hard to pay their bill, and we want to provide flexible payment options for those who are eligible. You are eligible for installment plan so service will remain active.

*wifi name separate*-
Click on wifi network in the Xfi app > at the top right side you will see edit button( pencil icon) click on it> check the box use differnt names for 2.4 and 5.0 > setup both the names > click apply changes


Its perfectly alright, we are here to serve our valuable customers like you :)


Important links
call back link: https://www.xfinity.com/support/schedule-callback
username : https://idm.xfinity.com/myaccount/create-uid?execution=e1s1 call back link: https://www.xfinity.com/support/schedule-callback
Remote finding and programming - https://www.xfinity.com/support/remotes/
modem activation - http://www.comcast.com/activate
Seasonal- https://inseasonal.cable.comcast.com
Service availability- https://www.xfinity.com/?shop=1
Channel line up - https://www.xfinity.com/learn/channel-lineup
Norton security- https://internetsecurity.xfinity.com/
Payment arrangement -https://customer.xfinity.com/#/settings/bill/scheduled-payments
Password reset Link : Please follow the steps on the link : https://idm.xfinity.com/myaccount/reset

** contact number ***
seasonal hold : 18886334266
1-800-934-6489 Available 24 hours/day, seven days/week Rentention
1-800-934-6489 Available 24 hours/day, seven days/week Wireless Support
1-866-366-5756 N/A WIFI Pass-1-866-366-5756
1-888-565-4329 6:00 AM - 2:00 AM ET/Seven days a week Customer Security Assurance
1-877-807-6581 6:00 AM - 2:00 AM ET/Seven days a week Data Usage Escalation
1-888-936-4968 Available 24 hours/day, seven days/week Xfinity Mobile Support
1-855-757-7372 24 hours a day, 7 days a week Xfinity Pre-paid Service
1-855-652-3446 24 hours a day, 7 days a week SIK Activation
1-855-659-6804 24 hours a day, 7 days a week Xfinity Home Equipment Credit Adjustments
1-877-272-7149 24 hours a day, 7 days a week Norton Security
1-855-846-8376 8:00 AM - 12:00 AM ET, seven days a week. Internet Essential
WIFI Pass 1-888-565-4329 SIK Activation
1-855-659-6804 Norton Security
1-855-846-8376
CSA Data Usage Escalations: 1-877-807-6581
18889364968,-mobile department

Flex Pitch :-
I can see here that you are entitled to receive Xfinity Flex! Xfinity Flex is a streaming kit that let's you watch movies with 4k quality content and TV shows as well! And guess what? You can have this absolutely free! Would you like to grab this offer?