Notes

-----------------------NEW SURVEY SCRIPTS-------------------------
Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________.

Can you confirm that this resolves your concerns today?
If resolved;

Great! I appreciate any feedback on the service and experience I have provided you today.

Thank you for being a loyal Xfinity Customer. I wish you have an amazing rest of your day and a fantastic weekend ahead.

You can click on the “End chat” to close the chat.

--------------------------SURVEY SCRIPT------------------------

,Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?

,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.

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 and amazing with me today, certainly the best customer I had today. I hope that all the issues are addressed.

I want to thank you for your time and patience while resolving your concern, have an awesome day.



Thank you for your support and co-operation over the chat I really appreciate it.

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?

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?

It has been great opportunity to assist you , Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?



I hope you are happy with Xfinity services and the support I provided.

Great! I appreciate your 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.

Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and 1Gig at just $15 per month.



********************PAYMENT ARRANGEMENT ****************



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.

--------------GENERAL SCRIPTS-----------------------------------
Hi, how are you?
Great, I am well. Thank you for asking.
May I know the issue you are getting with services so that I can check and help you with best.
Let's work together to get everything this fix.
Please do not worry, I will get everything fix. I will take this issue as my own and try my level best to make everything perfect.
SHOW APPRECIATION: We appreciate your business with Xfinity by Comcast.
----------------------------------------------------------------------------------
I appreciate your cooperation in troubleshooting with me. I just want to make sure everything is covered while you still have me, is there anything else I can help you with today.

Great, before we finish up, do you have any other concerns that I can assist you with? I want to ensure we have covered everything on this chat.

I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.

As an appreciation to your continued loyalty and business with us, we're happy and proud to share our new Xfinity Rewards available for you. Xfinity Rewards is our way of saying thank you for being a Xfinity customer.

Just visit the Xfinity app or Customer.Xfinity.com/Rewards and join Xfinity Rewards to get treated to simple delights like movie nights, family activities, and exclusive Xfinity discounts. Thank you for being the best part of Comcast

I must say it was a delightful experience for me to have a customer like you.

I will do my best to get this done for you. Be assured I will make your experience best with my customer services.

I can understand that you have been through a lot and I just want one thing form my customers their gratification which makes me happy as well.

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

You have been very kind and cooperative on the chat. Customer like you makes us strong.

That's Awesome! you did it. I really appreciate your efforts and patience. Your satisfaction is my priority.
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
-----------------------------XFINITY MOBILE SALE PITCH SCRIPTS----------------------



Xfinity Mobile can save you hundreds of dollars on your bill, and you get access to 5G at no additional cost.Can I help Sign you up for Xfinity Mobile?


Xfinity Mobile offers flexibility and the freedom to switch, allowing you to mix unlimited and shared data based on what you need.Can I help Sign you up for Xfinity Mobile?


With Xfinity Mobile, you’ll be on nations most reliable 5G network at no additional cost, and more unlimited lines you buy the more you save.Can I help Sign you up for Xfinity Mobile?


As we complete the system refresh that might take up to 2 minutes, are you familiar with our Xfinity Mobile? The best LTE + data-saving WiFi hotspots. Get the only wireless network that automatically connects to millions of secure WiFi hotspots, and the best LTE everywhere else — so you save money on data.Can I help Sign you up for Xfinity Mobile?




Let me tell you about something amazing, you can sign up for Xfinity Mobile. Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI). Can I help Sign you up for Xfinity Mobile?



While I review your account, I wanted to thank you so much for being with Xfinity. Xfinity Mobile is available to Xfinity Internet customers. Pay less with shared data options. Unlimited nationwide talk and text included. Customers who switch to Xfinity Mobile can save up to $400 a year on their wireless bill. Xfinity Mobile is rated #1 in customer satisfaction by the ACSI. Can I help Sign you up for Xfinity Mobile?

While I send a signal to your device, may I ask what you’ve heard about Xfinity Mobile? We're America’s largest and most reliable LTE network combined with the most WiFi hotspots nationwide. With access to 19 million hotspots, you’ll save more on your phone bill every month — and save your data for when you really need it. Can I help Sign you up for Xfinity Mobile?

I understand how valuable your time is, so I wanted to take a quick moment while we wait for your services to come back online to share some information about Xfinity Mobile. · Xfinity Mobile is a wireless network designed to save you money. You’ll stay connected no matter what with the nation’s best LTE network and the most WiFi hotspots. Can I help Sign you up for Xfinity Mobile?

Let me tell you, Xfinity Mobile is another reason to love Xfinity. For our Valued customers like which you can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost. Can I help Sign you up for Xfinity Mobile?

----------------------NAC--------------------------
I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.

Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you.

It looks like you've possibly walked away, or have left our session. Thank you for contacting XFINITY Support.