Notes

CALL FLOW SCRIPT FOR INTERNET ACTIVATION.

S1-START.
Opening Spiel.
Acknowledge, Empathize and Reassurance.

A:Hi,I appreciate your patience holding on the line thank you for choosing XFINITY my name is Ronnel and our system shows that you are calling for internet activation is this correct?
Can you tell me more about your concerns?
How may I assist you today?

A:Don't worry you had an expert on the line and i'm happy to assist you with that but before we start may I ask your name so that I can address you properly?

DONE.
Since you've successfully set-up the modem and it's connection. We'll going to proceed in utilizing the XFINITY application. May I ask if you have already downloaded the XFINITY application and created an account for it?
If you haven't then we will create one.

NOT DONE.
So just a quick heads up.
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. 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 XFINITY application.

S2-SOLUTION.
Ask probing questions.
Solve or Re-Solve the customer's concern, issue and problem.

1:-A:Ok ma'am/sir so what we're going to do is, 1st we'll going to check the connections of the modem. Can I ask if you have already plugged the POWER CABLE to the modem? and the other end of the POWER CABLE plug it into the POWER WALL OUTLET then after that screw the COAXIAL CABLE to the modem? and again the other end of the COAXIAL CABLE screw it into the COAXIAL WALL OUTLET.

2:-A:Next can you check the status of the modem for me and see if it has a green light in it.
OH! Congratulations it's a good indicator that we can successfully activate your internet by the way are you familiar with the XFINITY application have you already installed the it or if not (XFINITY application) If you haven't done it it's ok I can walk you through the step.

3:-A:May I ask what type of phone you had is it an ANDROID or an APPLE. (android/apple)

4:-A:Do you have MOBILE DATA or HOTSPOT, OH! great that's good can you go to the PLAYSTORE or APPSTORE (playstore/appstore) and install the XFINITY application it has a purplish background with a big white x on it.

5:-A:Ok thank you so much for the next step can you open the application and tap the GET STARTED (or tap the account icon on upper left portion of your screen and tap the activate xFI MODEM or xFI GATEWAY).
tap the (xFI MODEM/xFI GATEWAY)

6:-A:After that you can use your camera to scan the (QR CODE) that is located at the back or at the bottom of the MODEM that is placed in a white sticker or you can manually type the (CODE) that is also located at the back or at the bottom of the MODEM that is also placed in a white sticker and it addresses as (CM MAC address) it characterize 0 to 9 numbers and a to f letters. After that we just need to wait 3 to 5 mins. and check your connection?

XFINITY MOBILE 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's mealtime or sleep time. Inside the application 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.

S3-SELLING.

XFINITY MOBILE PROMOTION.
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 you some series of 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 or by the gig?

If I could give you a lower mobile data plan rates and give you monthly discount on your Internet bill would you be interested switching data provider?

Interested: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. you can save up to (figures) monthly discount on your internet bill.

Which will save you a (FIGURES) per month and will save you a (FIGURES) per year.

CUSTOMER PICKED By the Gig: For the By the Gig Plan, you can start with our most affordable offer of 15$ with 1GB of consumable data per month, with inclusion of unlimited calls and text nationwide.

CUSTOMER PICKED Unlimited: We also have great deals with our Unlimited Data Plan. You can get it for only 45$ per month also comes in with Unlimited Calls and Texts nationwide. If you go for two lines, we'll slash that off to 30 making 2 Unlimited lines for only $60.

If your busy at the moment or need to think about it first- I can schedule you to your most convenient time while we check for the best offer for your account.

So what do you say are you interested about it or not?

Can I have your mobile number so that I can contact you with your free time about this promotion?

Not Interested:Ok thank you so much for answering my questions.

S2-SOLUTION.
Last part.
7:-By the way what do you see in your screen right now?
OH! Congratulations and thank you so much for your cooperations if there's something that pop-up on your screen asking about changing your wifi name and password then you have to change it for security purposes.

So to really check if it's succesfully working can you browse atleast 3 sites for me try visiting your email, instagram and youtube.
OK! good.

S4-SUMMARIZE.
Closing Spiel.
Close Strategy.

Is there any XFINITY related concern I may help you with?
Alright just a quick recap today you called in for internet activation and we discovered that you just recently acquired our modem and we succesfully activated it with your cooperation and patience. 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 Ronnel from XFINITY have a great day, stay safe and goodbye.