Notes

================UID usefull script=================
UID Scenarios

First Probing Question Please confirm the username you are trying to access and reason for login so that I can assist with that as well.

General Authentication -I To ensure that I am working on correct account, please provide your first and last name with complete service address

Authentication -2 Lastly, please confirm -- as per available authentication option in Einstein 360

If the password recovery option is UNAVAILBLE I would like to inform you that we can send the password reset code on saved password recovery options. However, as I can check, the provided username has no password recovery option available.

A password recovery option can either be a third-party email address (like gmail.com, yahoo.com, hotmail.com etc.) or an active mobile number. These recovery options are very useful for future use.

Please confirm if you are connected to your Xfinity In-home internet/Wi-Fi connection.

Please note that you should be connected to your Xfinity In-home internet/WiFi connection to verify this as your password recovery option. This is only a one time process and would be useful moving forward. If you are not connected to Xfinity In-home internet/Wi-Fi connection , then this verification link will be active for next 72 hours. You can complete this verification process once you are connected to your Xfinity In-home internet/Wi-Fi connection

There is another option available wherein we can send this verification link to your family members mobile number who is currently connected to your Xfinity In- home Internet/Wi-Fi connection. They can verify this link on your behalf and after verification, I will send you the reset code on that mobile number. Once you are logged in successfully , you can change the password recovery options.
=================NPS======================
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