Notes

Opening :- A wonderful day ! Thank you for choosing Xfinity Chat Support. This is Anamika , your Xfinity Ambassador for today. It will be a great to assist you today.

How may I asist you today ?
Hi, hope you are doing well.

Good scripts :_______________________________________

How can I bring smile on your face today:)
Hi nice to have you on the chat, I hoe you are doing great.
Let me go ahead and pull up your account


Alright, let me check it for you please stay connected.



Assurance :_ Please be assured I am here for you.
Be assured, Please let me go ahead and do my best to sort it out for you quickly.

Appretiate :- I appreciate your time, patience and cooperation in doing the troubleshooting steps
I appreciate you providing me that information
Awesome! I really appreciate your efforts.
Perfect! I believe your patience and cooperation will bring fruitful result.
Brilliant! I really appreciate your efforts.
I can fully understand and I appreciate your time and patience I will definitely help you and make sure this issue will gets quickly resolved.



Aplogy:_ I apologize for the issue you are experiencing with internet services. Let me quickly take care of this.
I apologize for the inconvenience caused to you.
I truly understand the importance of Internet service as I am also a customer outside the office.

Discount apology :- _____________________
I apologize but there is no such discount available now but best I can do for you is to add the notes for it so that the team can look into it we will get back to once if ther is any such discount available


Call:- I understand that you're more comfortable taking this over the phone however due to high call volume you might get a hard time getting someone. And I don't want to keep you waiting. Since you have me I can go ahead and help you we may be in a different platform but we can equally do the same with how it's being done over the phone. I assure you that I will try my best to assist you and will stay with you until we get this resolved.

Tech book :- ________________________ We have performed all the troubleshooting steps that we can do on chat, in order to resolve your concern, we'll need to schedule a technician for you ,we will have to schedule truck roll. Once the technician visits your home, issue would be resolved. Shall I proceed?


Troubleshooting _________________________
intrnt:_

May I know you are using additional router please plug in and plug out.

May I know the online light status on your modem, is it on, off or blinking?

Please confirm that the coaxial cable is finger tight from the back of the modem and the wall outlet.

In order to receive fresh signals, we need to restart the modem, please unplug the power cord and plug it back in after a minute.

Call _ On the day of the appointment you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws close. You can easily view the information via Xfinity My Account App.


Self help _________________________

My account :_

My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link :
https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshootin
Meanwhile, may I know if you are aware of Xfinity My Account App, in which you can pay bill, troubleshoot, check outage, cancel or reschedule a tech etc.?

Pitch ____________________
xFi Pods__

xFi Pods are devices that can be paired with a compatible modem to create a mesh WiFi network in your home. Pods help eliminate areas where WiFi coverage drops or is weak, also known as 'dead spots.' They provide extended, more consistent coverage throughout your entire home. Pods help extend the range of coverage in your home to hard-to-reach areas, or areas with poor WiFi signals.

Flex _______
Flex sale: While looking into your account, I noticed you have not picked up your FREE internet streaming box that comes with your xfinity internet plan.
I am also going to send you the 4K streaming box which you will get within 3-5 working days.

what is flex, You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies.. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc.



xfi ___________

Xfi complete pitch: As I checked on your account that you have not merged your device with XFi complete which provides advanced security including unlimited data.
Also, the dedicated team will evaluate the Wi-Fi network remotely, if in case any dead spot is found, you will be eligible for a FREE xfi pod which is worth $119.