Notes

Hello, I appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is Maria. According to my system, its shows that you are calling regarding to your Internet Activation. Is this Correct?

Thank you for acquiring for our Xfinity Modem, I appreciate you bringing this to our attention. You don't have to worry, you got me on the line as an expert. I'll exhaust everything to resolve your concern about Activating your internet so sit back and keep yourself calm. I'll be your partner and resolution expert.

thank you , for now our Supervisor is not y
I apologoized for suffering your cable box

i understand your concern, you wanna to speak our supervisor, but don't you worry you got me in the line
i will try

Can you tell me more about your concern.
may I take your first and last name? whom I am speaking with? so I can assist you properly.
Phone #? In order for me to pull out your account, may I have your phone #.

Is this your first time activating your internet? (PARAPHRASE/ DONT REPEAST ASKING) DOCUMENTS

Perfect! May I know, what is the status of the light, third icon in front of the modem?

May I know if you can see any light on your modem?
Xb6 Whte blinking
Xb3 Green

Oh! Thank you for that information and by the way congratulation by acquiring our new modem.

So were going now to check the connection and the power of your modem, then we'll utilized the Xfinity Application to activate your modem. Then were going to set the WIFI name and your password if it is necessary. If it is not yet activated or you don't have any outlets yet, don't you worry, I can walk you through this on how to set an appointment through the app. Okay?

make sure it has a minimum 4 characters it maybe with symbol or numbers while the password the minimum should be 8 characters with # and symbols

We need you to change your wifi name and password for your own security

For now, Im gonna ask you a series of question.

Are you familiar with the Xfinity Application ma'am?
May I ask if you are done downloading it?
What kind of phone you are using? Is it an Iphone or an Android Phone?

The good thing about using this app is if you need a technician, you can use the app to make an appointment.... and if you use the app in making an appointment it is free of charge...
because if we will be the one to make aN APPOINTMENT WITH THE TECHnician it will cost you $100

Oh I see, So you are using an Android Phone, let's go to your phone application maam, go through the app Playstore and Download the app Xfinity Application, it shows with a purple background with Bold X and white Infront of it. Have you seen it? Then it's time to download the app. Are you done downloading it maam?

Why we need Downloading the App?
The reason we need to download the app is because its for us to activte your internet and also you can use it to configure and set in your wifi settings.

Okay! now let get started
First, Tap the Xfinity Application, you will see a word GET STARTED, tap the account Icon if you don't see it, go upper left portion of your screen you can see a Human Icon and scroll up and then tap Activate XFI ModemGateway. Are we good? Then use your camera to scan the Cmac Code at the back or in lower part of the modem,

If your camera is not working, don't you worry, we have another option, you can enter the code manually just find the CM mac CODE at the back or the lower part of the modem, in a white sticker

cm mac code with 12 characters containing letters and numbers

Its okay, did you already connect the Coax Cable and plug in the power source?

Then, connect the black Coax cable wire with a round tip and a pin in the center, screw in the barrel connector, right to tighten then left to loosened up, the other end you will have to screw that in the cable wall outlet.

so while waiting for your internet connection it took a couple of a minutes to activate your internet, so let me give you some heads up about Xfinity, I will ask a few question regarding to our Xfinity Modem

How are you feeling today?
okay that's good to hear from you

Are you currently subscribed to any mobile carrier services?
How's your experience so far?
Is that unlimited data?
If I could give you a lower mobile data plan rates, and give you monthly discount on you internet bill - would you be interested switching data provider?

ACCEPT::
I really appreciate your time answering all of my question. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. Up to ____ (CSG) monthly discount on your internet bill.


Customer Not Interested/In a Hurry
"I really appreciate your time answering all of my questions. I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. If you are busy at the moment or need to think about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account. Which phone are you interested getting soon if I may ask? Thank you so much for answering my questions - I hope to hear from you again soon."

So, lets go back to your internet Activation, what are your status now? Are you now activated your internet?
Just to make sure, let's try your internet connection by browsing 3 apps, What apps you mostly used? Try it on your Google Chrome, Facebook, or on your Youtube Apps. To see if you are successfully activated.

Oh! That's Great, So lucky to hear that..
Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to Internet Activation and we discovered that you are not activated so we Downloaded the app, we run through the step, so you confirm that this resolved your concerns today.? {pause for response} Great! I'll now tag your ticket as resolved. I would very sincerely appreciate any feedback on the service and experience I have provided you today. Appreciate your kindness, again this is Maria from Xfinity. Keep Smile and leave your day with a Happy thoughts. Goodbye.

make sure it has a minimum 4 characters it maybe with symbol or numbers while the password the minimum should be 8 characters with # and symbols

We need you to change your wifi name and password for your own security

type of modem

we need to schedule a technician to an appoinment at will cause $100 dollars
Ip adress
Cmac Adress
Router
educate the customer about the product

Einstien 360
how to fix it?
IDG article

it depends on how many people wants to connect
in terms of 5 -10 people wants to connect or more than 5. I can offer you the $120 per month you will only add 5 per month and by the gb we have here a 10 gb it cost only $60

that you have just activated your data

i believe you are using white modem


PAGE 2

S1 smill
The issue of the customer 12 digit- 0-9

thank you for aquiring our
can
volume button is not working?
channel
power butoom

einstien-advanced customer

modem- ask the cmac (mac address) white sticker, lets go ahead and get the cmac of your modem i will use that, can you pls provide it for me ,at the back of the modem or at the buttom, cmac
$ 14 rental fee the sgnal the service from us.

TV Box and cable box- serial # your asking or ypou are having an issue with your box, at the side that sn or serial #


FULLY VERIFIED (ASK)
1. complete name customer
2. service address
3. AUTHENTICATED ACCOUNT
* SEND VIA CODE OR EMAIL
* ACCOUNT NUMBER
* LAST 4 DIGIT OF PAYMENT #
* LAST 4 DIDGIT OF SOCIAL SECURITY #

I UNDESTAND YOU CONCERN NOTHING TO WORRY ABOUT, WELL GO AHEAD TO ASSIST YOU ,
CAN YOU PLS VERIFIED TO ME

WHOS WITH YOU RIGHT NOW?

GO TO ACSR- CSG & BILLER
BOOK ICON/LIBRO- CLICK- RESPONSIBLE PARTY-CLOSE
CUSTOMER -PROFILE

IF NOT VERIFIED DO NOT DISCLOSED ANY INFORMATION, NOT TO MAKE ANY CHANGES OF THE ACCOUNT, DONT MAKE ANY SCHEDULE

not allowed disclosed the call , must be autorized, ask a security purpose

account Holder (owner) ===ask and failed to provide or verified the credential/account . enter the account #
would you like you to assist
authorize user (was added by the owner, authorize to change the account)
not authorize (not verified)

The fully verified, and do not verified

I can definItely assist by providing the issue, we have to pull out the accou t of the susytem. Can i send a code via SMS or # to your email
oh sure! nothing to worry, do you have xfinity app, IF DONT HAVE (ask the paper or the bill/receipt)
we have another optoin, how about your visa card (its fine last option last 4 didgit social security # must be US citizen

highlight green and verified (fully verified customer)

MAKE CHANGES:
Provide any documents like proof of death submit to Xfinity store

Yes i can definitely assist you with that

einstien360
eIVR system

what is the issue they are facing it is the slow connectivity,.......


PAGE 3

Greeting / smile == personal connection
context believe the customer-saved time-boost confidence, listen carefully and own it
authentication verifying and securing the account of the customer== not to reaquest a call back numbaer and don;t over authenticate
provide context feedbacks improve future intearaction
follow required actions= provide positive experience

COLD TRANSFER - I WILL INFORM ANY REPRESENTATIVE, I WILL GO AHEAD RIGHT NOW, DONT WORRY JUST STAY IN ON THE LINE. (1MINUTES MORE)
WARM TRANSFER - DO A PROPER HANDSHAKE OR INTRODUCE TO THE NEXT REPRESENATIVE (WAITING 30 SECONDS)

Describe Effortless Introduction
*Explain the customers experience
*Demontrate how to great and authentication
*Define xfinity polpicy
*Demostrate how to use cointext
*Decsribe
*Explain

Whom do I have the posure Expecking about
Who i am speaking with?
can you help me verified your last 4 digits secuiry social numbers pls

It's look like you're calling with a question about your billing address

When context is inaccurate:
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.

Interactive Voice Respond = IVR

#-guide-- them troubleshoot

CUSTOMER LOOKUP= END THE CALL
BAM = LOCATOR

PRODUCT PORTAL SITE
CARE.XFINITYPARTNERPORTAL.COM

I AM PLEASING THE CALL ON HOLD, BUT I WILL BE RIGHT BACK FOR A MOMENT
HOW DO YOU USUALLY DO IN WEEKENED?

IN ORDE FOR TO PROCESS YOUR MOBILE PHONE
YOU NEED TO KEY IN OR DIAL YOUR 9 DIGIT SOCIAL SECURITY NUMBER, YOU DONT NEED TO SAY IT, YOU ONLY NEED TO DIAL THE NUMBERS, AND OUR SYSTEM WILL DETECTED HERE

IMDI FOUND IN SETTING PHONE
SETTING-GENERAL-ABOUT -LOOK FOR IMDI


PAGE 4



PHONE
We'll first check the connection and power of the modem. Once activated, we'll be doing some test calls to see if the phone is working.

PHONE
1. Can you please confirm the telephone number you want to activate?
2. Was it working before or is it the first time you're going to activate the modem?

PHONE
Check if a rate code called NUMPORT is in ACSR to determine if Ported or Native.
1. Run ITG
2. Run XPG - Select IMS
3. Query - Add TN
4. Get details from CSG (CMMAC/MTA MAC/Modem Make and Model)
5. Activate
Query until Registered Normal appears on the screen.



INTERNET
IS THIS 1ST TIME INTERNET ACTIVATION
CHECK IF THE MODEM ALREADY ADDED TO THE IAPPLICATION
DAPAT ACTIVE, DLI DISABLE (EQUIPMENT TAB)

1. ASK IF PURCHACED OR OWNED OR RENTED BY THE CUSTOMER
CHECK IN THE BILLING IF THE MODEM /EQUIPMENT ALREADY ADDED ,IF WALA ,ADD THE MODEM IN THE ACCOUNT
CHECK IF THERE IS NO WORK ORDER OF THE ACCOUNT
CONTINUE WITH THE APPLICATION

ITS VERY EASY



PAGE 5

S1

SMART GREETING: (Fully Verified: Name Only) || (Partially Verified: Name and Service Address)


Appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is _____ and our system shows that you are calling regarding _____. Is this correct?

IF ISSUE IS NOT CLEAR: Can you tell me more about it?

TONE:Jolly/Happy
I appreciate you bringing this to our attention. I'll exhaust everything to resolve your concern about ________, so ___. I'll be your partner and resolution expert.

TONE: Irate/Dissatisfied
First and foremost, this is not the experience we want you to have. I'll exhaust everything to resolve your concern about_______ so__. Allow me to correct things for you.


S2 CHECKLIST
1 Identify if Xfinity App will be used. Set clear expectations about Xfinity App.
2 Check for any ITG 2.0 (Required and Recommend

SETTING OF EXPECTATIONS
INTERNET
We'll first check the connections and power of the modem. Then, we'll utilize the XFINITY APPLICATION to activate your modem, then set the WIFI name and password if necessary. In case the outlets in your house are not yet active or you don't have outlets yet, I can walk you through on how to set an appointment through the app

DISCOVER NEEDS - TECHNICAL
1. (XB6/7/8) What is the status of LED LIGHT on top of the modem?
2. (XB3) What is the status of the third icon in front of the modem? It's tagged as ONLINE LIGHT
3. What is the name of the WI-FI you are connected to?

SOLVE SEQUENCE

1. GET STARTED (or tap the account icon on upper left portion of screen and tap Activate Xfi Modem/Gateway)
2. Use Camera or Enter Code Manually
3. Connect Coax Cable and Power Up
4. Check Connection

Conclusion:
5A: (for leased modems) If outlet is active, change WIFI name and Password - 5A1: Setting up your Network 5A2: Auto Connect or Connect Manually
5B: If outlet doesn't work, TRY ANOTHER OUTLET or select NONE OF MY OUTLETS WORK || Xfinity Assistant will pop-up and customer needs to select SCHEDULE AN APPOINTMENT select a date and time.
NOTE: Agent must check if the schedule will reflect in ACSR/Einstein and state the Tech Home Visit Policy

S3: APP PROMOTION
By the way, I just want to highlight that you can use our AMAZING Xfinity Application to control the WIFI experience of the users inside the house. You could change the WIFI name and password, configure the settings, and also pause devices from using the internet when it is mealtime or sleep time. Inside the app is Xfinity Rewards where you can find your current rewards and free perks we've prepared to say thank you for continuing business with us. In case you are outside your house, you may connect to Xfinity Wifi Hotspot using your Xfinity Email's username; these are xfinity customers - exclusive hotspots so you are connected to the internet at all times.


YOU ARE PRE-QUALIFIED FOR A LIMITED TIME PROMOTION OF XFINITY MOBILE. While we're running some diagnostic checks, would you mind if I ask a few questions?

Are you currently subscribed to any mobile carrier services? How's your experience so far?
How much are you paying per month?
Is that unlimited data?
If I could give your lower mobile data plan rates, and give you monthly discount on your Internet bill – would you be interested switching data provider?

Plant the Seed
I really appreciate your time answering all of my questions. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. Up to ___ (CSG) monthly discount on your internet bill.

Customer Not Interested/In a Hurry
"I really appreciate your time answering all of my questions. I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. If you are busy at the moment or need to think about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account. Which phone are you interested getting soon if I may ask? Thank you so much for answering my questions - I hope to hear from you again soon."

Declined
I can really see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. If you are busy at the moment or need to think about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account.

"We have family plan" = Same as the last customer I had! The good thing with our current promo is that we will activate the multi-line discount when you add a second line of Unlimited or By the Gig. From 45 dollars, we will make the first line and next four lines of Unlimited data for $30 per month making 4 Unlimited lines just 120 dollars. Then if you add more lines, the 5th to 10th line will only be $20 dollars.

“We're happy with our current setup = I hear you. I suppose you don’t like paying separate bills to different service providers. We are committed to providing the best plan. I want to make sure that you are maximizing your Xfinity service and at the same time, add more value to it. I honestly recommend it myself.

“I need to speak to my wife about this." = What questions do you think your wife might have so I can help you out? I can reach back on your most convenient time so I can discuss the savings you can have.

"I am not interested" = I truly understand that this is not part of your prospect but If I you may give me few minutes and opportunity to discuss the amazing benefits of getting a mobile plan, I promise that it will truly help you conveniently. We even provide free phones on some occasions! :)

Unlimited =
1 Line $45.00
2 Lines $60.00
3 Lines $90.00
4 Lines$120.00
Lines 5 - 10
plus $20/per line

By the Gig
1 GB-$15.00
3 GB-$30.00
10 GB-$60.00

S4: SUMMARIZE

Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to_____ and we discovered that ____so we ____ Can you confirm that this resolves your concerns today? {pause for response} Great! I'll now tag your ticket as resolved. I would sincerely appreciate any feedback on the service and experience I have provided you today. Appreciate your kindness, again this is ___ from Xfinity. Goodbye.


PAGE 6

Hello, I appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is Maria. According to my system, its shows that you are calling regarding to your Internet Activation. Is this Correct?



Thank you for acquiring for our Xfinity Modem, I appreciate you bringing this to our attention. You don't have to worry, you got me on the line as an expert. I'll exhaust everything to resolve your concern about Activating your internet so sit back and keep yourself calm. I'll be your partner and resolution expert.



Can you tell me more about your concern.
may I take your first and last name? whom I am speaking with? so I can assist you properly.
Phone #? In order for me to pull out your account, may I have your phone #.



Is this your first time activating your internet? (PARAPHRASE/ DONT REPEAST ASKING) DOCUMENTS



Perfect! May I know, what is the status of the light, third icon in front of the modem?



May I know if you can see any light on your modem?
Xb6 Whte blinking
Xb3 Green



Oh! Thank you for that information and by the way congratulation by acquiring our new modem.



So were going now to check the connection and the power of your modem, then we'll utilized the Xfinity Application to activate your modem. Then were going to set the WIFI name and your password if it is necessary. If it is not yet activated or you don't have any outlets yet, don't you worry, I can walk you through this on how to set an appointment through the app. Okay?



make sure it has a minimum 4 characters it maybe with symbol or numbers while the password the minimum should be 8 characters with # and symbols



We need you to change your wifi name and password for your own security



For now, Im gonna ask you a series of question.

Are you familiar with the Xfinity Application ma'am?
May I ask if you are done downloading it?
What kind of phone you are using? Is it an Iphone or an Android Phone?



The good thing about using this app is if you need a technician, you can use the app to make an appointment.... and if you use the app in making an appointment it is free of charge...
because if we will be the one to make aN APPOINTMENT WITH THE TECHnician it will cost you $100




Oh I see, So you are using an Android Phone, let's go to your phone application maam, go through the app Playstore and Download the app Xfinity Application, it shows with a purple background with Bold X and white Infront of it. Have you seen it? Then it's time to download the app. Are you done downloading it maam?



Why we need Downloading the App?
The reason we need to download the app is because its for us to activte your internet and also you can use it to configure and set in your wifi settings.





Okay! now let get started
First, Tap the Xfinity Application, you will see a word GET STARTED, tap the account Icon if you don't see it, go upper left portion of your screen you can see a Human Icon and scroll up and then tap Activate XFI ModemGateway. Are we good? Then use your camera to scan the Cmac Code at the back or in lower part of the modem,





If your camera is not working, don't you worry, we have another option, you can enter the code manually just find the CM mac CODE at the back or the lower part of the modem, in a white sticker





cm mac code with 12 characters containing letters and numbers



Its okay, did you already connect the Coax Cable and plug in the power source?



Then, connect the black Coax cable wire with a round tip and a pin in the center, screw in the barrel connector, right to tighten then left to loosened up, the other end you will have to screw that in the cable wall outlet.



so while waiting for your internet connection it took a couple of a minutes to activate your internet, so let me give you some heads up about Xfinity, I will ask a few question regarding to our Xfinity Modem





How are you feeling today?
okay that's good to hear from you





Are you currently subscribed to any mobile carrier services?
How's your experience so far?
Is that unlimited data?
If I could give you a lower mobile data plan rates, and give you monthly discount on you internet bill - would you be interested switching data provider?





accept:
I really appreciate your time answering all of my question. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. Up to ____ (CSG) monthly discount on your internet bill.




Customer Not Interested/In a Hurry
"I really appreciate your time answering all of my questions. I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. If you are busy at the moment or need to think about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account. Which phone are you interested getting soon if I may ask? Thank you so much for answering my questions - I hope to hear from you again soon."




So, lets go back to your internet Activation, what are your status now? Are you now activated your internet?
Just to make sure, let's try your internet connection by browsing 3 apps, What apps you mostly used? Try it on your Google Chrome, Facebook, or on your Youtube Apps. To see if you are successfully activated.




Oh! That's Great, So lucky to hear that..
Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to Internet Activation and we discovered that you are not activated so we Downloaded the app, we run through the step, so you confirm that this resolved your concerns today.? {pause for response} Great! I'll now tag your ticket as resolved. I would very sincerely appreciate any feedback on the service and experience I have provided you today. Appreciate your kindness, again this is Maria from Xfinity. Keep Smile and leave your day with a Happy thoughts. Goodbye.




make sure it has a minimum 4 characters it maybe with symbol or numbers while the password the minimum should be 8 characters with # and symbols




We need you to change your wifi name and password for your own security




type of modem




we need to schedule a technician to an appoinment at will cause $100 dollars
Ip adress
Cmac Adress
Router
educate the customer about the product




Einstien 360
how to fix it?
IDG article



it depends on how many people wants to connect
in terms of 5 -10 people wants to connect or more than 5. I can offer you the $120 per month you will only add 5 per month and by the gb we have here a 10 gb it cost only $60



that you have just activated your data