Notes

Below mention are the important script and phrases agents can use to increase NPS



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 let's 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



Xfinity Reward - Applicable accounts
:

· Have you heard of Xfinity Rewards? It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}



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 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 let's start working on it. (Positive Greeting, Owning the situation)



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)

· # 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)





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)



Closing scripts:



· 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