Notes

A wonderful day! Thank you for choosing Xfinity! This is Ashish, your Xfinity ambassador for today. It will be a great pleasure to assist you today. May I know your first and last name of Awesome customer.
Kindly tell me more about your concern and let's start working on it.

Acknowledgement- I realize the importance of entertainment in today's world. Let me help you to get your Set Top Box working.

TOG- Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

Probing- Before we start troubleshooting please confirm since how many days you have been facing this issue and was there any troubleshooting done to fix it ?
May I know if you are getting issue with single box or all cable boxes?
May I know the error message or error code you are getting on Tv screen?
I appreciate you providing me that information.
I am checking the status of equipment’s and services in system, it may take up to 2 minutes.

Expectation- Let me troubleshoot with your device and if still it is not working i will also help you with a technician visit .

Rewards- 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}

Power cycle-
1. Unplug the cable box from the power source to turn it off.
2. Wait for 50 seconds.
3. Check if coaxial cable at the back of the cable box is properly connected.
4. Plug back the cable box to the power source to turn it on and wait for all lights to sync.
5.Once the cable box is fully synced, check if you get picture on Tv screen.

Appreciate- I must say, you are really one of the must understanding, co operative and patience customer I have chatted with today.

Reset cable box- We need to reconfigure your cable box and it will take upto 5 minutes. Please stay connected.

Self Help- I just want to share that you can download Xfinity My Account App using your smart phone. It is a fantastic app that lets you manage your bills, troubleshoot your services like sending a signal to the cable box, check if there is an outage, manage tech appointments and many more.

Shared Feature- With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app for your mobile device.

If online- I have successfully reconfigured cable box . An automated system check has identified the cable box is online. Please check if you get picture on Tv screen now.

If offline/Tech Visit- You've been a good troubleshooting partner. We have done all the possible troubleshooting steps from our end and it seems that this is a physical wiring issue. We now need to dispatch a technician to trace the cause of this . Rest assured that we will be sending our well trained tech to resolve your concern.

Soak Study- In order to resolve issue we need to raise a ticket for our advance repair team. It's important we have right information so we can be sure you receive a text within 2 hours or four hours. Would you please confirm your bext mobile number to confirm if issue has been resolved.
The best thing about this process is you do not contact us back as we will contact you back to mark confirm if issue has been resolved. Our system will text within two hours to get this resolved.

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

Cheers to our team work! It was nice to help you. Anything else may I help? Or any other (issue) need to fix.

Closing - 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.