Notes

************************************************OPENING **********************************************************
Wonderful Afternoon! Thank you for choosing Xfinity , Feel free to call me Abhishek Samson your Xfinity ambassador for today. It will be a great pleasure to assist you today. May I know the first and last name of the awesome customer I have the privilege to chat today?

****************************************E N D C H A T ( F E E D - B A C K )***********************************************
EXAMPLES OF CSN 1 :-

Let me summarize what we discussed :)

1. A brief recap______Cx name____, today you chatted in regarding Internet connection, and we discovered that the issue was with slow speed so we have troubleshooted the issue and I am scheduling technician visit for you. Can you confirm that this resolves your concerns today?

2.A brief recap_________ ,today you chatted in regarding login issue, and we discovered that the issue was with pas sword login so we have troubleshooted the issue and you have successfully logged it into your account. Can you confirm that this resolves your concerns today?

3.A brief recap________ , today you chatted in regarding cable issue, and we discovered that the issue was with cable so we have troubleshooted the issue and I am scheduling technician visit for you. Can you confirm that this resolves your concerns today?

4. A brief recap________, I appreciate any feedback on the service and experience I have provided you today,this will help me to grow up and do my job with more dedication and with dignity. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.

A brief recap James, today you chatted in regarding Internet issue, and we discovered that the issue was with internet so we have troubleshooted the issue and activated your modem, change your wifi name and pas sword and help you get login in My Account app . Can you confirm that this resolves your concerns today?

A brief recap David , today you chatted in regarding your cable issue, and we discovered that the issue was with cable box so we have activated 2 box for you and fixed it for you. Can you confirm that this resolves your concerns today?

A brief recap Robert , today you chatted in regarding your billing issue, and we discovered that the issue was with billing so I have informed it to you. Can you confirm that this resolves your concerns today?

A brief recap Evonne , today you chatted in regarding your billing issue , and we discovered that the issue was with billing so I have informed about payment arrangement and you have scheduled the payment arrangement for 22 nd Jan and restored your services for you. Can you confirm that this resolves your concerns today?

A brief recap Shirley, today you chatted in regarding Internet issue, and we discovered that the issue was with internet so we have troubleshooted the issue and activated your modem and upgraded your speed to 900MBPS for you at no cost. Can you confirm that this resolves your concerns today ?

Can I just say something here. You have been very awesome and extremely amazing with me today, probably the best person I talked today. Will there be anything else I can help you today?

AFTER THIS USE CSN 2 :-
I appreciate your patience and warmth approach through out our chat. I appreciate any feedback on the experience I have provided you today at the end of this chat.
********************************** RELATE STATEMENT ********************************************************
(Apology not required at each and every case, so can ignore it)

Internet Relate
SLOW SPEED - I apologize for the inconvenience. 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. Lets work as a team and get your issue sort out as fast as possible.
NO CONNECTIVITY - I apologize for the inconvenience. Being a customer I certainly understand the importance of working internet service. Staying connected to the internet is a necessity nowadays. Be rest-assured we will find a solution for you.

Cable Relate
I apologize for the inconvenience. Being a customer I certainly understand the importance of working cable connection. I was in this situation the previous week. Lets work as a team and get your issue sort out as fast as possible.

I apologize for the inconvenience. I am a movie buff and love to watch movies, I am able to understand what are you going through right now. Be rest-assured we will find a solution for you.

Landline Relate
I certainly understand how it feels when you are not able to get in touch with your loved ones. Be rest-as sured we will find a solution for you. Lets work as a team and get your issue sort out as fast as possible.

Password Relate
It is certainly not easy to remember so many passwords. Be rest-assured we will find a solution for you. Lets work as a team and get your issue sort out as fast as possible.
I certainly understand, with so many passwords to remember, I too tend to forget it. Be rest-assured we will find a solution for you. Lets work as a team and get your issue sort out as fast as possible.

OHTER RELATE STATEMENTS :-
I certainly understand your concern regarding the service restore and know how it's feel when we face such issues.

I certainly understand your concern regarding the FLEX box and know how it's feel when we face such issues.

I certainly understand your concern regarding the Internet connection as I am also an internet user and know how it's feel when we face such issues.

I certainly understand your concern regarding the Cable issue and know how it's feel when we face such issues.

I certainly understand your concern regarding the Xfinity mobile issue and know how it's feel when we face such issues.

I certainly understand your concern regarding the activation of new modem and know how it's feel when we face such issues.

********************************I N T E R N E T P R O B I N G Q U E S T I O N S ********************************

Could you please confirm, since when are you facing this issue have you performed any troubleshooting steps before contacting us?

Can you please confirm the light status of the modem?

Are you getting the problem on a wired or WiFi connection?

Got it, are you using any splitter in between the modem and the cable wall outlet?

Are you using any additional router with the Xfinity modem?

Can you please unplug the power cable from back of modem and plug it back again after 30-40 seconds. Please let me know once done.

I am sending automated signals to your modem, please allow me 3-4 minutes.

Modem reset will disconnect you from the chat for 3-4 minutes. Do not close the chat page, this way you will be reconnected with me once reset is done. Is it okay to reset your modem now?

I have know send the reset signals to your modem . Please let me know if you see any changes?

********************************C A B L E P R O B I N G Q U E S T I O N S ********************************
The serial number (also called the "SN") is found on a sticker at the back of or at the bottom of the box. It starts with M, SA, PA, GI, TM, or CS and is followed by numbers and letters.

I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.
May I know the connection between the box and TV (HDMI, coaxial cable or using component wires )

Please check the input of the TV it should be on ******* .

Please grab the TV remote push the input button or look for the source button . Please check it should be on ****

Please let me know if you see the picture on the TV after choosing the correct input .

Please unplug the wires between box and TV . Wait for 30 seconds then plug back in again .

Please change the port on the back of the TV from HDMI 1 to HDMI 2

After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.

********************************************P A S S W O R D R E S E T FLOW *****************************************
Please confirm the username you are trying to access?

Please confirm if you are connected to your Xfinity In-home internet/Wi-Fi connection.

I would like to inform you that we can send the pas sword reset code on saved pas sword recovery options. However, as I can check, the provided username has no pas sword recovery option available.

A pas sword recovery option can either be a third-party email address (like gmail.com, yahoo.com, hotmail.com etc.) or an active mobile number. These recovery options are very useful for future use.

I will send you a verification link on your preferred contact number/ email, and please make sure you are connected to Xfinity home internet while verifying that email or else you will get error.

Please note that you should be connected to your Xfinity In-home internet/WiFi connection to verify this as your pas sword recovery option. This is only a one time process and would be useful moving forward. If you are not connected to Xfinity In-home internet/Wi-Fi connection , then this verification link will be active for next 72 hours. You can complete this verification process once you are connected to your Xfinity In-home internet/Wi-Fi connection

There is another option available wherein we can send this verification link to your family members mobile number who is currently connected to your Xfinity In- home Internet/Wi-Fi connection. They can verify this link on your behalf and after verification, I will send you the reset code on that mobile number. Once you are logged in successfully , you can change the pas sword recovery options.

Meanwhile, we are waiting wanted to share about our Xfinity My Account app which comes with various user friendly features if you see like parental control, viewing of your bill, self troubleshooting steps and booking a technician from your own end; which helps preventing in wastage of your very precious time. This app can easily be downloaded through app store .

********************************SELF HELP WITH FULL OF SENTIMENTS WORDS********************************

Have you heard about our Xfinity WiFi Hotspot?

Meantime let me share you benefits of Xfinity Wifi Hotspot. I would like to share amazing information that Xfinity provides millions of free WIFI hotspot network service across the country. You can download Xfinity WIFI Hotspots Apps from google play store or Apple app store on your smartphones. Great news! It is an amazing app that can help you to connect to Xfinity WIFI hotspots around the town. That is personally my favorite option. Everything is included at no additional cost. That is a fantastic alternative and I can highly recommend you to use this app


Have you heard about our Xfinity STREAM APP?

Meantime let me share you benefits of Xfinity Stream App. Your services will include some of my favorite things about Xfinity Stream APP. Great news! Watch all your channels on any device. Access thousands of On Demand movies and shows and stream or download your DVR recordings to watch even if you’re offline. That is personally my favorite option. Everything is included at no additional cost you can download APP from Appstore/Playstore. That is a fantastic alternative and I can highly recommend you to use this app


Have you heard about our Xfinity App?

Meantime let me share you benefits of Xfinity App. Your services will include some of my favorite things about Xfinity App. With the App you can view and manage every device on your network, get alerts when new devices connect. Great news! Schedule bedtimes and WiFi time limits for your kids. That is personally my favourite option. Pause WiFi during dinner, and more. Everything is included at no additional cost you can download APP from Appstore/Playstore. That is a fantastic alternative and I can highly recommend you to use this app.


Have you heard about our Xfinity TV Remote?

Meantime let me share you benefits of Xfinity TV Remote. Your services will include some of my favorite things about Xfinity TV Remote. Turn your phone or tablet into a TV remote. Explore On Demand and your DVR recordings.Great news! And, if you have X1, use voice commands to control it all. That is personally my favorite option. Everything is included at no additional cost you can download APP from Appstore/Playstore. That is a fantastic alternative and I can highly recommend you to use this app.

Have you heard about our Xfinity My Account App?

Meantime let me share you benefits of Xfinity My Account App. It is a fantastic app that lets you manage your bills, troubleshoot your services like sending a signal to the cable box, check if there is an outage, manage tech appointments and many more. Great news! Pay your bill. Personalize your WiFi name and pas sword. Check for service outages, technician arrival time, and troubleshoot Xfinity equipment. Plus, explore your TV channel lineup anytime and I can highly recommend you to use this app.

********************************************* R E M O T E R E S E T ***************************************************
1. Let me guide you through some troubleshooting steps.

2. To perform a factory reset:
1. Press the Setup or Xfinity button until the LED at the top of the remote changes from red to green.
2. Press 9-8-1.
3. The LED will blink green twice to indicate that the remote was reset.

**********************************************R E T U R N L A B E L***************************************************

You can print return label using link https://customer.xfinity.com/returns and call our help line number 1800-823-7459 to arrange pick up of equipment from your service address.

*****************************************************IF CX ASK FOR CALL ************************************************
I understand it is convenient to get as sistance over the call but As I am from chat department I am not able to call you. Please provide me this opportunity to as sist you over the chat. I will be more than happy to help you with your issue.

I can certainly help you and I perfectly understand if you prefer to speak with our live agents. I am a customer too and getting timely responses are definitely way better but I as sure you that I can help you.

************************************************ C R E D I T *****************************************************
As you are my valuable customer and I do not want you to be charged for the service interruption. I will update notes for our billing team to apply credit on your account for all the time your services were effected.

Based on POL1772 and because ALL of Bellamy’s services are out, Lara checks the customer’s Monthly Recurring Charges (MRC). The MRC is $129. Lara divides $129 by 30 days in the month and then multiplies that number ($4.30) by 4 days

Thank you for asking, Bellamy! I can credit you for the days you’re without service based on the current scheduled appointment for Tuesday. You pay $129 each month for your services, so I’ll credit $17.20 right now.

********************************** USE WHEN TRANSFERRING THE CHAT **********************************
I wish I could have done more on this chat, but we are connected on chat platform and we have limited access to your account. I will escalate this issue to our higher team for further investigation. Higher team have full access to your account with better tools. It was not my intention to leave you like this , but as I told you we have limited access to your account we need to transfer you.

As I'm from the chat repair team so I don't have much access to that information. However, I can do one thing I can transfer your chat to our dedicated team who take cares of such concerns. Shall I transfer your chat to them?

********************************** DIVERSION TO OTHER DEPARTMENTS *************************************
I have escalated your issue and please call our dedicated billing team on 1800-934-6489, they will help you with your issue.

I have escalated your issue and please call our dedicated Mobile team on 1888-936-4968, they will help you with your issue.

************************************************* RAPPORT BUILD ***************************************************
If I had the opportunity to pass through State or City, what would be your top recommendations and When's the best time of year to visit ?

Which is the most amazing and beautiful place for a tourist to visit in USA according to you?

*************** WHEN CX ASK FOR NEW SALES AND THE AREA IS NOT SERIVECABLE ************************

I will create ticket for you to make your house or area serviceable, so that you can get 50 mbps - 1200 mbps speed package in such good price

However the ticket I will create, that will take around 10 -12 days.

10 -12 days, to make area serviceable, as team will visit to your place or area, and do survey to make it serviceable .