Notes

( ALWAYS SMILE )
Hi appreciate your patience holding on the line. Thank you for choosing xfinity my name marj. How may i help you today?



(If frustrated.)
~ I understand how you feel, and we apologize for the inconvenience this has caused you.. this is not the Xfinity experience we want you to have. No worries i can definitely assist you with your concern ill help you through out the process.
(chill)
~ Thank you for aquairing one of our xfinity products and also thank you for bringing this to our attention. I will be very glad to walk you through the process and i will do all my best to help you activating your device. so worry less we can do this together.

First may i ask your Full name? so i can adress you properly? ( ASK ONLY IF THE CUSTOMER IS NOT IRRATE ) Hi ____ how are you today? Thats good to hear.
so ______ ill be asking your service adress to make sure that im working at the correct account okay?
After that we will do a virefication process for me to have access to your account.



AFTER VERIFICATION.
And just a heads up Here’s what we are going to do, we will check the connections together, I will ask some questions while doing the activation. If an instance that your cable box will not response, that’s the time that I will provide you with the best resolution which is either asking assistance to higher department or sending professional depending on the result of the device health check, but don’t you worry that would be a backup plan. Don’t you worry since I am here as your Service provider and I definitely do my best on helping with (activating your cable box). Okay so let's start.



_____ what have you done so far?
Before we proceed, we'll check power, input and connection of your TV and cable box, then I'll walk you through the On-Screen Activation Process.
so I will be asking a series of questions _____ so we can proceed on activation.
1. do you have the long black cord with a circular tip with a pin in the middle?
at the back of your cable box, screw that in a barrel connector that is labeled as CABLE IN



2. In your cable box do you see a port that is labeled as hdmi out?
connect the hdmi cord, the one with a flat tip... and then connect the other end at the back of your tv.
PROVING QUESTIONS
*how many port are there in your tv.?
*what specific port did you connect your hdmi?



3.So in your tv remote, press the source or the input then highlight the hdmi.



So _____ lets proceed on activating your cable box.



FOLLOW THE ITG



( DOWNLOADING MENU PART )
~ if you have free time talk about this. ~

For future assistance, you can actually take advantage of our Xfinity My Account App, this app will allow you to manage your account, pay your bills and most importantly, this app will allow you to schedule a ring from us.

PITCHING
Sample Spiel for pitching Xfinity Mobile:
“Sir/Ma’am, upon checking right here on your account, you’re prequalified for our XFINITY MOBILE service and I would really love to discuss it with you.”
may I know maam/sir if do you have any mobile services?

MOBILE PLAN:
1st of all sir/ma’am we offer the latest devices which are IPHONE 13PRO / GOOGLE PIXEL / SAMSUNG NOTE 20 / MOTOROLA PHONE for $45 per month per line.
But if you’ll be interested in having more lines, you’ll get a cheaper bundle up to $25 per line.

DATA PLAN:
· Xfinity offers the most affordable and flexible data plan that suits your internet needs and budget.
· You can get UNLIMITED DATA, CALL AND TXT nationwide for only $30 per month at no cancelation fees at all.
· Meaning you can always cancel your DATA PLAN anytime without being charged.

“Sir / Ma’am Do you want to avail our Xfinity Mobile service and place the order for you?”

If the customer will say Yes:
1. Ask support to process the order entry on XM360
2. If during the process, encountered credit card error, ask for alternate credit card number available.
3. During the process, if the support encounter error, transfer to Spanish XM Sales
4. If a customer has a pending due balance, educate the customer:

-Sir/ma’am, we can proceed with the process if we clear the balance on the account first.

If customer will say NO :
“If you wish to think about it in the future You can visit xfinity.com/mobile to check our latest mobile plans and data plans”



anyway maam/sir while reviewing your account in here maam/sir you are eligible to avail our free mobile phone because in this month we have a promotionals to all our valid costumer, since xfinity have a mobile services right now you just need to port in any number from us or buy some lines in us and you can have now a free 5G motorola phone which will be also the last day today maam. would you like to process it today maam?