Notes

TV BOX/CABLE BOX TOPIC with CALL FLOW.

Tower to pole to aerial or dropped to tap to the house to the outlet to coax outlet & power Coaxial Outlet

1. male outlet - has a pin, the coaxial cord

2. female outlet - coaxial outlet SIK Cable Box Includes: (Ask the customer before telling them to go to the store. Do you have coaxial chord coming from the wall or from the floor?)

1. 2 coax cord

2. 1 HDMI chord

3. cable/set - up box

4. power chord Outlet - connect 1 coaxial chord to set - up box to or a cable box - connect 1 coaxial chord to TV. Common scenario or common issue before you set up the box P - Power (Check the light if it's already plug in)I - Input/Source C - Connection BTV Description:

1. Blue Screen

2. Black Screen

3. Snowy Screen

4. No Signal/weak signal Regular Subscription of the X1 boxes main box (mom/dad)baby boxes/ wireless box All IP Video the customer have all the wireless boxes

Connection wall outlet - ( [goes to cable in ] - cable out - in -

HDMI - out to tv - power) -

TV (cable IN - HDMI 1, 2, 3) coax chord from wall outlet to cable INCABLE OUT TO CABLE in AT THE BACK OF tv (IF THEY WILL USE coax) HDMI out to TV to the HDMI 1 /2/3 at the back of TV (if they use the HDMI) Plug the power chord of the box and TV to the power wall outlet.



PST DAY 1 (Product Specific Training)

Introduction to Xfinity

How to open an account

a. Online xfinity .com

b. Hotline (1-800 - Xfinity) XOE Xfinity Order Entry

c. Store

Line of Business (LOB's)

a. cable

b. internet - high speed data

c. telephone

d. mobile phone

e. Home security

-The a,b,c is for activation and repair and the d is for sell

2 Types of installation

a. SIK (Self - installed kit) - the cUstomer will be the one to install the equipment (store - pick up, delivery, - standard- 3-5 business days, priority shipment - 24 - 48 hrs.)

a. Pro-Installation - the technician will be the one to install the equipment

Types of callers

a. primary - owner

b. Authorized - added by the owner

c. Unauthorized

Call Types

a. Fully Verified - name and last name

b. partially - name, address, authenticate

c. not verified

Ways to authenticate

a. account number

b. last 4 digits SSN

c. last 4 digits of a store payment method (VISA)

d. send code sms or email



Introduction to Cable Box

A. Cable Boxes - Rented $8.50/ month (all are rented)

1. Legacy - old boxes, all wires

1. DTA (DTA and HD DTA are toogle switch at the back) We've detected interruption on your server call 1-800-xfinity

2. HD DTA

3. DCT (DCT, HD DCT, HD DVR are big boxes 500 gb) One moment please. This channel will be available shortly 500 - 20 call 1-800- xfinity

4. HD DCT

5. HD DVR



2. X1 boxes - updated boxes (Familiarize) ------ Welcome Bienvenido Bienvenue

1. XG1 DVR (mom)

2. XG2 (dad)

3. Xi3 (baby boxes)

4. XiD

5. Xi5 (wireless boxes)

6. Xi6



PST DAY 2

Review Legacy Activation

Error*Guide, Live Channels (15 min)

a. DTA (Digital Transport Adapter) We've detected interruption on your service. Please call 1-800-Xfinityb. HD DTA*XoD- (Xfinity on Demand - Channel 1) , PPV, Interactive Program Guide, Live Channelsa. DCT (Digital Cable Tuner)

b. HD DCTc. HD DVR (Digital Video Recorder) } One moment please, this channel will be available shortly. Please call 1-800-XfinityX1 Boxes Activation ProcessActivityPST DAY 3Checking of Client Tools Reviewx1 Activation ProcessX1 Common Errors



PST Day 4

All IP ----- the customer has all wireless boxes (Xi5&Xi6)

NO TV Box (Own equipment) - TV, Roku (Stick & Box), Amazon Box

Xfinity Flex - (free for peacock premium) Streaming

Navigation of Einstein

Hands - on Practice

Find the following info

Outages - (troubleshooting)

Notes - (new note)Channel

Line Up - (channels)

Current subscription of the customer - (ultrafast)

Copy - (pdf)

How many XM lines the customer is eligible to have? - (mobile sign)

Ticket numbers generated - (activity)

customer agreement - (services)

Navigate

Outage - > Troubleshooting

Noted - > Left Side of the Screen

Channel - > Right Side of the Screen

Subscription - > Right Side of the Screen

Copy of the Bill - > Billing & Payment

XM lines Eligible - > Mobile Logo

Ticket - > Activity

Costumer Agreement - > Services

Error code (XRE - 10000, RDK - 03033, SOa - 00)

Error message (No signal/ weak signal, not authorized)



XFINITY CABLE PACKAGES

Basic/ CHoice TV (11+ channels)- $32.50

Extra/ Popular TV (126+ channels) - $70

Preffered/Ultimate TV (300+ Channels) - $90



PACKAGES - DEPENDS ON WHERE YOU LIVE IN ($20 OR LESS) BASED ON COST OF LIVING PER STATE

* Fine Print Fees- if cx want paper bills

All Xfinity Plans

* HD Capability

* On Demand Access

* Ability to download TV shows and moves with the Xfinity Stream App





New cx- unknown and black pop up screen

- transfer to sales dept

Cx has 1 service (e.g. internet, cable, telephone) and wanted to upgrade, sidegrade or downgrade - parts of our support

Cancelling a specific service - not part of our support

Disconnect everthing - retention dept

Xfi Complete - $25

Own Modem and no Xfi Complete- no charge if they buy from xfinity ($30)

Movers - our support, but we have movers support



XOE - (Xfinity Order Entry) can establish new service





*Proper opening Spiel

*AER

*ROAD MAP

*ALWAYS SHOW APPRECIATION

*RAPPORT (ask permission for personal questions)

*PITCH for XM (XM rebuttal, Discovery needs, infor XM pitch, sell)

*PROPER BAXA

*QUIICK AND PROPER RECAP

*PROPER CLOSE STRATEGY

*PROPER CLOSING SPIEL



CALL FLOW

START Hi, Thank you for calling Xfinity, you're speaking with _____. I can see that you're calling in because ________________. I am more than willing and happy to assist you today! To whom the pleasure I'm speaking with? Thank you!



" Thank you so much for letting us know about your ___________.I fully understand that _______ and your business means a lot to us. I'll be more than happy and willing to help in resolving this for you. Allow me to pull up your account.



Ask relevant PROBING QUESTION - Ask the Right Questions

ASK: Is this your first time activating this box? Or has the box worked before?

ASK: May I ask for the exact message you are seeing on your TV screen?



ROADMAPPING

Cable Box -(X1) 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. We will exhaust everything to make sure your services will be up and running. However IF the equipment doesn’t respond, we'll send an expert as permanent and guaranteed resolution.



(Do not forget to say please when you're asking your customer to do something and thank you after they did it.)-__________________________________________________________________________________________________________

**** ITG TROUBLESHOOTING **** Important reminder: Do not rush every steps, no skipping & manipulating ITG.

Xfinity Ambassador & Show Appreciation ( During sending signal & any idle moments )

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 troubleshoot your Comcast equipment at the same time you can track your technician appointment



Since you have X1 box, you may also use Xfinity Stream App on your phone to make sure you can watch your recordings on the go.



XFINITY MOBILE PITCHING DISCOVERY Q'S and REBUTTAL

“Have you heard about the average savings our customers get when switching to Xfinity Mobile? I noticed you’re not taking advantage of Xfinity Mobile just yet."

HOOK: “How do you feel about your current mobile postpaid provider

DEEPER HOOK: "You have been very nice with me, and I'd like to ask permission to review your account to see how can I help you save some more money by bundling Xfinity Mobile Service to your account."



ACCEPTED: "We have Plans by which you can avail a new phone for up to 24 months installment plan with 0% interest. To save more, you can also use your compatible phone as part of BRING YOUR OWN DEVICE (BYOD) Program and we can ship the Sim Card for free. For the packages, I'll be more than happy to discuss it further for you.



REFUSED: "If you are busy at the moment, I can schedule a ring on your most convenient time while we check for the best offer for your account, if you are not ready at this time - I can send emails about our talking points and offers this month to help you decide on options you can save the most from."



S4: SUMMARIZE “ Is there any Xfinity-related concern I may help you with? Customer Name, today you called in regarding ________, and we discovered that ____. Can you confirm that this resolves your concerns today? {pause for response} Great! I'll now tag your issue as resolved. I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. Keep safe!”



ITG's Possible Resolution How To Say It Successful Activation

Congratulations! I am so happy that I was able to help you activate the box. You did a fantastic job helping me to activate and I appreciate all the help. I wish all customers are as kind as you.



XFINITY FLEX: streaming box that puts all your favorite streaming apps in one place on your TV

-What makes it even better? It’s included with Xfinity Internet for no additional cost. It’s two amazing services for the price of one.

It streams on-demand television shows and movies as well as some live streaming content





-If you avail Xfinity internet, it Comes free with Xfinity flex for customers without TV service.

-With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows.

-On Flex, you can also listen to your favorite artist or playlist using Spotify, Pandora, iHeartRadio and Amazon Music. If you’re using Xfinity Flex with an xFi Gateway, certain Xfinity features are available, like pausing WiFi and setting parental controls.

-To use Xfinity Flex, you'll need an Xfinity Flex streaming TV Box. The first Xfinity Flex streaming TV Box (which is 4K ultra high definition, or UHD, enabled) is included with your Xfinity Internet service. Each additional Flex streaming TV Box is just $5 per month. If you'd like to cancel your service for any reason, you’ll need to return your Xfinity Flex streaming TV Box.



4.99$- addtional pay per month if you subsrcibed to peackock premium

Each additional Flex streaming TV Box is just $5 per month



You can cancel Xfinity Flex at any time by returning your Flex streaming TV Box using our Digital Returns Center. Canceling Flex will have no effect on your Xfinity Internet service.



**Eligibility Requirements-

1. To qualify for Xfinity Flex, you'll need:

2. Xfinity Internet.

3. TV with an available HDMI port.



Please note:

-Your first Xfinity Flex streaming TV Box is included with your Xfinity Internet service. Each additional TV Box is just $5 per month.

-You can cancel your Xfinity Flex at any time by returning your Xfinity Flex streaming TV Box using our Digital Returns Center.

-You must return your Xfinity Flex streaming TV Box(es) upon the end of your Xfinity Flex service.

-If you're an Xfinity TV customer, you aren’t eligible for Xfinity Flex.







If you're an Xfinity TV customer, you aren't eligible for Xfinity Flex. Internet Essentials, Prepaid Internet and Bulk TV customers aren't eligible at this time.





-The easiest way to get Xfinity Flex is by visiting xfinity.com/flex and choosing Get Flex

-You can also order Xfinity Flex by contacting us or visiting an Xfinity Store. The Xfinity Flex streaming TV Box is owned by Comcast and leased to you month-to-month. The first Xfinity Flex streaming TV Box is included with your Xfinity Internet service and is 4K ultra high definition (UHD)-ready. Each additional streaming TV Box is currently $5 per month.

- Your order includes a Flex 4K streaming TV Box, Xfinity Voice Remote, power adapter HDMI cable and Getting Started kit.

Just follow the instructions in the Getting Started kit and you'll be up and running in no time.



STARTED KIT:

-Streaming Box

-HDMI CABLE

- VOICE REMOTE

- Power Cable



REMOTE CONTROL MODEL OF XFINITY FLEX:

XR16-doesnt have a number - newest model

XR2

XR5

XR11

XR15

XR16



TV REMOTE- use when selecting INPUT

**select the Input on where there HDMI plugged. (if its hdmi1, hdmi2 or what

**restart and plug in again- SETTING UP FLEX. once you input the hdmi and theres no signal.

when there is no signal when connecting it may be- WRONG INPUT



**first time activation in flex : it should be 15ft near to the modem for the modem and flex to works well.

**30ft.- if its not new activation

**customer will manually input wifi name and pass

using the voice remote





DIFFERENT TYPES CORDS

Component-

Composite-

RCA- all connections

Coax Cable

HDMI



2 MODEL OF XFINITY FLEX

Xi5 -regular HDMI

Xi6- 4K HDMI (clearer view/ quality of