Notes

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 concern and let start working on it.
Acknowledgment- Having reliable, fast internet is crucial to working and learning from home- It is something my family and I depend on daily! Let's see what's going on.
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 ?
Are you using additional router with the modem?
Are you using a wireless or wired internet connection?
Please share the light status on the modem.
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 modem from the power source to turn it off.
2. Wait for 50 seconds.
3. Check if coaxial cable at the back of the modem is properly connected.
4. Plug back the modem to the power source to turn it on and wait for all lights to sync.
5.Once the modem is fully synced, check for internet connection.

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

Reset modem- We need to reconfigure your modem and it will take upto 5 minutes.
Modem reconfigure will disconnect you from the chat for few seconds. Do not close the chat page, this way you will be reconnected with me once reconfigure is done. Is it okay to reconfigure your modem now?

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- Your services will include some of my favorite things about Xfinity service with xFi,you can view and manage every device on your network,Get alerts when new devices connect.Schedule bedtimes and WiFi time limits for your kids. Pause Wi-Fi during dinner. And more. Everything is included at no additional cost, Download the Xfinity Xfi APP for your mobile device from Play store or Itunes.

If online- I have successfully reconfigured modem. An automated system check has identified the modem is online. Please check if you can connect 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.

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.