Notes

Useful Scripts

Relate/Issue Acknowledgement

• Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will check the status of equipment in the system and help you. Please confirm the WiFi Network name you trying to connect ?
• I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue. May I have your name and address please?
• I apologize for the inconvenince, I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
• Thank you for letting us know about this. Nothing to worry, we can take a look on your account for us to know what is keeping you from activating your modem. Rest assured we are here to help.
• I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you
• I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.
• I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Let me go ahead and check the root cause of the issue and fix it.
• I totally understand the value of internet service for you and will surely take care of it for you.
• I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored.
• Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.

Appreciation / Pleasantries

• I notice you are with us since _____ and with this I would like to thank you for being with us for over ______ years and counting. We appreciate your business.
• Thank you for being on hold
• Thank you for your patience
• I noticed while authenticating your account that you've been with us for the last ____ years. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
• That's not the experience we want you to have as a customer. We want to apologize for falling short
• You have been a fantastic team player in helping me resolve your concern.
• Happy to help
• Thank you for being an awesome customer throughout the chat. We appreciate your business. Thank you for choosing Xfinity.
• Thank you for your efforts, I truly appreciate it.


Discover Needs (Issue identification)
• Since when you experiencing the issue & have you performed any troubleshooting steps?
• Are you experiencing the issue on Wired or Wi-Fi connection?
• What is the Wi-Fi Network name you are trying to connect ?
• Please confirm the distance between the modem and device on which you are getting slow speed ?
• Is the issue with one device or multiple devices ?
• What is the error code you are getting on the TV screen ?
• Have you restarted the device ?
• What is error you are getting while trying to connect with Home Wi-Fi ?
• Please confirm the Xfinity remote model ?
• Are you able to login to your account ?

Discover Needs (Lifestyle Needs)
• Just to confirm, how many devices do you connect with your Internet?
• How do you normally use your Internet?
• Do you stream movies/shows online?
• You love watching movies, Customer ?
• May I know what channels do you usually watched?
• How many devices are connected on your Internet on the same time?
• To make sure you're getting the Internet that best fit your needs, could I ask how many people in your home use the Internet?
• Do you prefer streaming or gaming?
• May I know what channels do you frequently watch?
• How many devices do you simultaneously use when connecting to the Internet?
Product Question
Xfinity Internet How do you normally use your Internet?
Xfinity TV What channels do you watch?
Xfinity Voice What type of plan do you use for your current international calling?
Xfinity Home How do you feel about security in your home and neighborhood?
Xfinity Mobile Who do you have for mobile service?
Xfinity Flex What do you currently stream?
Xfinity X1 What do you like to watch?
Xfinity xFi Advantage How do you feel about internet security, such as preventing hackers and malicious websites?


BAXA/Self Help:

Xfinity Hotspots App
• Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device.
• Save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet
• You may take advantage of our Xfinity Hotspot. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password.
Xfinity Flex:

• Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote.
• Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost.
• Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.



###################################Chat Flow Script#################################


Empathy: I completely understand your situation as I am also a customer at some point, I surely will try my best to get this sorted over the chat.

Hold: May I place this chat on hold while I look for the required information

Additional Assistance: Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?

Appreciation:
1. I really appreciate you for being a valuable customer for such a long time, it’s honor serving you
2. I really appreciate you for sharing information.
3. I really appreciate you for your time and patience.
4. I really appreciate you for your efforts on chat.

It is pleasure to chat with customer like you. You have shown utmost cooperation and it is heartwarming.
Make it Effortless:
1. Share Self-help with customer relevant to customer issue i.e. Xfinity My account app Xfinity app.
2. Share accurate resolution with customer
3. Resolution has to be in layman language

RARA: Respond according to last response from customer.

BAXA: Share one of features of Xfinity i.e. Hotspots app, Stream app, Flex box Xfinity remote app

Discover Needs: Ask relevant probing questions.



####################################Chat Flow####################################


1. openinge
(name, greet, concern)
2. empathy/apology/coreleate
->toggle script (important ask every time while chat before or after placing chat on hold)
->hold
3. Appericiate(for business/sharing info)
->personal connect(weather/day/weekend/holoday)
->probbing(ongoing issue) discover need
4. resolution
->self help
->BAXA
->Appericate(effort,patience,time)
-> discover needs(usage)

efforts
(thanks for being my hands and eles there)
5. Summarize(Recap)
->changes(plan(order id)/setup/troubleshooting step follow)
+
->tech visit(day/date/time/ticket no.)
6. Additional Help(yes -> start from probbing/no-> closing)
7. Closing