Notes

1)
Be Warm and Friendly:

I completely understand/I can fully understand/I understand how important.. /Certainly/Happy to discuss/My pleasure/Great!/Brilliant!/Happy (holiday name)/Enjoy the rest of your day/Have a great evening



2)
Own It
:

Let me check what's going on?

I will be assisting you to get this resolved

Be more than happy to assist you with this

I can definitely help you with that

I can do that for you/ I can absolutely help you with that

Definetly I will make sure this gets resolved quickly for you.

We can certainly help you with this



3)
Show Appreciation
:

I appreciate you working thru it

We hate to lose you as a customer

Thank you for being a loyal customer

I appreciate you bringing this to our attention

We appreciate your feedback

We appreciate your business and it means a lot to us

I appreciate you providing me that information



4)
Make It Effortless:
(discuss relevant self-service and how to access)

Let me go ahead and pull up your account

As I can see it here

It shows here that

You can check the status of your technician any time in My Account

Paperless billing is hassle-free, convenient, green & secure

Any other questions

Anything else I can help you with





5)
Read Actively and Respond Appropriately
:

I can see you are contacting us for

As per my understanding (paraphrase)

So what I am hearing you say is

I see

I understand



6)
Discover Needs
:

Trouble Shooting: ask ITG questions

Billing: ask questions to understand what the customer is seeing on the bill and resolve

Video; Who, besides yourself, will be watching TV?

Tell me a little more about what watching TV is like when everyone's home

Any premium channels and/or Netflix

Internet: What does your family use the Internet for
Any gamers in the house ?

Does anyone ever work from home ?

What devices does your family connect to the Internet? Roku? SmartTV?

Voice How do you keep in touch with family and friends

Do you have a home phone ?/Do you call international?

XH (see next) any questions around smart home automation & security



7)
Be an Xfinity Ambassador
:

Some of my favorite things about (applicable Xfinity product) is that (feature/benefit) / that’s why I love my job

Mentions of Xfinity apps



8)
Set Clear Expectations
:

I am scheduling

Options for you are

Does that makes sense

Next month your bill will

A brief recap

To summarize what we discussed today I am updating your account (and does add notes per e360 notes policy)

Your payment for $XX has been successfully applied and your confirmation is

We can have a tech out there for you on (date) between) (Provide all appt