Notes

I want to make sure you get your XYZ connected to your network. I can walk you through how to pull up the details of your XYZ



Thankyou for choosing Xfinity. I understand that you recently had XYZ installed and are having some issues with your XYZ. Lets get this fixed right away".

After checking your account i can see which error you are receiving. Can you please open the XYZ while I am on the chat so I can walk you through the resolution?


I know this must be very upsetting. I would not want to be charged for a purchase that I didn't make either. Let's work to confirm these XYZ charges and refund your money.


MOCK CHAT:

A wonderful day! Thank you for choosing Xfinity, This is Irfan your Xfinity ambassador for today. It would be a great pleasure to assist you today. May I have your first and last name awesome customer?

While I am checking can you provide you first and last name?

Let me go ahead and pull up your account to check ACP
Apology:
I apologize for the inconvenience caused to you by + let me help you right away.
Sounds like you have some questions on you bill, I'll be happy to walk through your statement and

answer any questions you may have. before going ahead May I know your first and last name?


Appreciation
You are welcome. I want to thank you for your time and patience. you are really one of the most understanding and supportive customer I had chatted today.

Meanwhile, As you are our valuable xfinity customer, you are eligible for our xfinity rewards program.

Xfinity rewards is a customer appreciation program with a mix of special perks and unique experiences

as a way to thank Xfinity customers. Rewards are waiting for the you from the day you join, and the rewards keep on coming.

The longer you are with Xfinity, the more rewards you will get, and Xfinity Rewards is free and easy to use.

To join, eligible customers must go to xfinity.com/rewards.

ENDING:
We appreciate your business and value you as a customer. Thank you for choosing Xfinity and have a good day!
can you confirm this resolves your issue for today?

I would be happy to see the link.
Equipment:
Just to make sure we are working on the right equipment, please provide the serial Number of the cable box? The serial number is also called the SN and it is on the sticker at back of box. It starts with M, SA, PA, GI, TM, or CS and is followed by numbers and letters.
Thank you, Jane! I am going to pull up your account this may take a few moments. In the meantime, can you please give me the serial number on the modem you are using?
Loyal Customer Appreciation: Old Customer
Hi, thank you for contacting Xfinity Chat Support. My name is Irfan. It's great to see that you've been a customer for over 14 years, I really appreciate your continued loyalty. I'd love to take care of your billing concern for today. Can you tell me more about it?

Before I can complete your order, do I have permission to send you a text message? It will have a link to create an Xfinity ID which helps you setup your billing preferences and confirm the order. Message and data rates may approval.
"Excellent, would you please provide me the best cell phone number to send the message?"
automated IVR system.
Thank you, Jane! I am going to pull up your account this may take a few moments. In the meantime, Can you..
For Elaboration
Thank you for helping me understand your concern, Rest assured I will do everything on my end to help pinpoint where the problem is and find the best solution.
For more questions and verification:
Yes, sure. Please feel to free to ask. In order to pull up the account and verify the account, Please help me with your account no, etc.

(If customer is not aware of User ID)
Go to xfinity.com/password.
Enter your Xfinity ID and click Continue. If you're not sure what your username is, go to xfinity.com/username. If you enter your Xfinity ID incorrectly, you won’t be presented with any password reset options.
Complete the security check by typing the moving letters in the box. Click Continue.
Select the way you want to recover your password and click Continue. If you only have one recovery option available to you, you won't see a list.
If resetting by email, you'll see a screen confirming that a password reset link has been sent to your inbox. Open the email and click the link provided.
If resetting by text message, you'll get a text from us. Enter that reset code here and click Continue.
Create and confirm your new password. Click Continue.
Multi Tasker:
Sounds like you have a lot going on there-I'll do my best to get you taken care of as quickly as possible.

Chatter:

I know your time is valuable, and I want to resolve this as quickly as possible.
I understand you have a concern about your bill. I am glad you brought that to our attention and I'll be happy to look at your account for you.
I am going to need a little bit of information so I can pull u your account and then we can review it together. How does that sound?
Effective Questions:
What color is your screen right now or when you experience the problem?
Would you describe exactly the problem you're having?
Have you ever noticed the problem before? If so, when and how was it resolved?
What was happening when the problem occurred?
What are you seeing/experiencing?
When did the problem begin?
How long have you been experiencing this issue?
Have you checked our website for troubleshooting tips?
Have you checked all the settings?
What have you done to correct the problem?
Have you tried powering off/powering on?
My Account App For Tech Appointment
"Now that we've confirmed your appointment, did you know you can view and get updated information, reschedule or cancel your appointment through My Account? It saves you from having to call back in if you need to make a change!"
"The day of your appointment, you will be able to view real time status updates through My Account, including seeing your technicians picture.
Do you have the Xfinity My Account app?"
Bill Query
I'LL BE HAPPY TO WALK YOU THROUGH YOUR STATEMETN WITH YOU AND ANSWER ANY QUESTION YOU HAVE.
Broadcast Fee And Regional Sports Fee
Certainly, So these Broadcast TV fee are itemized charge based on our costs of providing the local broadcast stations

that we carry on our cable systems in each area. These costs include fees that broadcast stations charge us to carry them on our cable systems,

fees that are among the fastest growing components of our programming costs.


Regional SPORTS FEE:

Also, The Regional Sports Network Fee (RSN) is an itemized charge based on our costs of providing regional sports networks

(like The Big Ten Network and Fox Sports Southeast) that we carry on our cable systems in each area.

These costs include fees that regional sports networks charge us to carry them on our cable systems, fees

that are among the fastest growing components of our programming costs.




These broadcast channels are included in all levels of our Xfinity TV service, including Xfinity Instant TV and Choice TV.

Because of this, the Broadcast TV fee applies to all customers with Xfinity TV service.





Stream App:


So you can turn any Apple or Android smartphone or tablet into a personal TV screen using the Xfinity Stream app.

The Xfinity Stream app is available to all customers who subscribe to Xfinity TV where you can stream live news and sports,

schedule DVR recordings, watch thousands of Xfinity On Demand shows and movies, and download your DVR and purchased

movie library. Plus, rent or buy movies and shows (Android devices in-app and from xfinity.com/stream in your web browser)

and watch on the small screen or the big screen.

My Account App:
Do you know that you can also make payments any time by signing into My Account App at Xfinity.com or via the Xfinity My Account App.
Meanwhile, Do you know, Xfinity My Account app allows you to easily gain access to self-help informationand troubleshooting steps on your Apple and Android mobile devices.

You can also view and pay your bills and manage services easily on the app.