Notes

Notes:

Mae spoke with ..

Issue

Resolution

App Promoted

XM Pitch

Tix #



Overcoming Customer’s Objection – Xfinity Mobile

I don't want to buy/add anything new

I understand wanting your bill low and not add anything new, but I did want to mention Xfinity Mobile because you get access to the service by being an internet customer and we can save you even more money on your bill by bringing Xfinity Mobile into the mix. I just wanna make sure we save you as much money as possible

I'm already in contact with another provider

Do you happen to know how long you have remaining on your contract or what the cost to end early would be? I'm curious, because it sounds like Xfinity Mobile would save you a chunk of money each month and the savings would quickly outweigh any fees you may have to pay to switch!

I'm on an unlimited family plan with another carrier

With Xfinity mobile you aren't locked into a specific calling plan for your whole family. If some use less data and would benefit from the By the Gig plan it's only $15 per month, or add other family members that use more on the Unlimited Plan for as little as $30 per line per month depending on how many lines you add.



BYOD Spiel

You can bring your own phone over to Xfinity Mobile at no cost and pick the plan that works best for you. Plus we have some great promotions on BYOD that could save you even more money. We now offer $200credit discount. Let's check your phone to see if it's eligible.

XM Spiel

Not only does Xfinity mobile offer the most reliable 5G nationwide network, it's truly set up to cater your needs. There are flexible data options available to ensure you only pay for what you use and no more. Plus there are no line/access fees or contracts.



Customer: No thanks, I was only calling in regards of ...

I completely understand, I just want to inform you about this great opportunity to get these benefits, it is one way of thanking you for your loyalty and preference.

Customer: No, I have already another company and it works well, I do not want to change the services provider.

I understand, If you just give a few minutes of your time, I can provide you our low prices, just to compare, so you can be sure, and we can guarantee that you are receiving definitely the best services for the best unique price.

Customer: I do not have time for this...

I understand. It is just that we don’t want you to miss this amazing opportunity. Imagine! You can save a lot of money if you switch to Xfinity Mobile right now.

It is just that we don’t want you to miss this amazing opportunity. Imagine! You can save a lot of money if you switch to Xfinity Mobile right now. There’s also no cancellation fees so you can cancel it anytime you want. And I can process this for you quickly.

Common Sales Objections

Responses

I'm already under contract with another provider

"Do you happen to know how long you have remaining on your contract or

what the cost end early would be? I'm curious because it sounds like

Xfinity Mobile would save you a chunk of money each month and savings

would quickly outweigh any fees you may have to pay to switch."



I don't want to buy/add anything new

"I understand why you want to keep your bill low and not add anything new,

but I did want to mention Xfinity Mobile because you get access to the service by being an internet customer and we can save you even more money on your bill by bringing Xfinity Mobile into the mix. I just want to make sure we save you as much money as possible."



I'm not familiar with Xfinity Mobile

"Not only does Xfinity Mobile offer the most reliable 5G nationwide network, it's truly set up to cater to your needs.

There are flexible data options available to ensure you only pay for what you use and no more. Plus there are no line/access fees or contracts."



I'm on an unlimited family plan with another carrier

"With Xfinity Mobile you aren't locked into a specific calling plan for your whole family. If some use less data and would benefit from the By-the-Gig plan it's only $15 per month, or add other family members that use more on the unlimited plan for as little as $30 per line/mo. depending on how many lines you add."



I just got a new phone

"You can bring your own phone over the Xfinity Mobile at no cost and pick that plan that works best for you.

Plus we have some great promotions on BYO that could save you even more money. Let's check your phone to see if you are eligible."



OFFERING FREE PHONE ESPECIALLY TO INTERNET ESSENTIAL CUSTOMERS



I can see here that you are not just pre-qualified, but you are actually eligible to get a free mobile phone from us, as long as you will sign up for any data plan. So we have data plan for as low as $17 includes the taxes for data. We have no cancellation and no activation fee at all.



The phone that I am talking about is the (FREE PHONE) that cost around (REGULAR PRICE) and you can definitely get it for free. The good thing about this is that, you can keep your phone number, and if you have important files, pictures, and contact numbers in your current phone right now, you can just transfer it right away in this new iPhone.



I can actually sign you up for this now. Imagine, you can get the phone for free just by paying $17/month. Let me know if you are interested so that you can avail this limited offer and can receive the phone within 2 days free delivery.



CALL FLOW

*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



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 step, 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 to 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 with 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 were as kind as you.





TCD 3



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.

SOAK Process Mr. Customer, our system detected that it can take up to 4 hours for all the diagnostics and resolution to complete. At the (10 minutes/1 hour) 2 - hour mark, we will reach out to you to confirm if the issue is resolved. If the issue is resolved, just reply YES. If it’s not resolved, just reply NO to the text so that we can schedule a technician for you or for you to be routed to a live agent. Mr. Customer, you don’t need to worry 9/10 or 90% of issues like this usually get resolved without having to send a tech.

We just really need to trust the process. Technician visit (Tech Recovery) EMPHATIZE:

I understand that your time is important. Your business means a lot to us and we are both hoping to get your services up and running.





WHEN THE CUSTOMER MENTIONS THAT IT IS NOT THEIR FAULT AND THAT THEY DON’T WANT TO PAY FOR THE TECH FEE

I understand that it is not your fault, and I hope you are not going to take this against me, but we have already exhausted all the possible ways to get this modem activated, and based on the troubleshooting diagnosis that we have, the modem is not responding to any of our efforts. The good thing about having to send a tech out is … (explain the benefits and value of sending a tech appointment)



Technician visit (Truck Roll )

EMPHATIZE:

I understand that your time is important. Your business means a lot to us and we are both hoping to get your services up and running.



EMPHASIZE:

We have exhausted all the basic troubleshooting we did today to fix your equipment and the best and long-term resolution is to send an expert to physically check the connections. By allowing a technician to visit your home, he would be able to physically check your wiring and diagnose the source of the problem. There will be a possible charge of $100, however it will not be applied if the problem is caused by Comcast Network, Xfinity services and rented equipment. I assure you our technician will not leave the house until all the services are working. Let me go ahead and get you an earliest appointment.



EDUCATE:

We have options that you can take advantage of while waiting for the tech appointment. (PROMOTE APPLICATIONS: XFINITY STREAM (TV), XFINITY WIFI HOTSPOT (INTERNET) You can still have access to the internet by connecting to the Xfinity wifi network.

Routed to OEM We followed all the troubleshooting steps and we needed to reach our manufacturer (name of the device). We determined that the Xfinity equipment is working and responding to our efforts. The issue appears to be on the (TV, router, computer, tablet, etc.). I would be happy to provide you with the manufacturer's contact information so they can help us fix this. Please know that it is not aligned to Comcast scope and I am confident that they have the knowledge to identify and resolve this. They can give more help options. If you have a pen, I can share your manufacturers' information.





SOAK Process: Sample Spiel

Miss Amanda, our system detected that it can take up to 2 to 4 hours for all the diagnostics and resolution to complete. At the (1/2 hour mark, we will reach out to you to confirm if the issue is resolved. I’ve created a ticket with our next-level support to assist you with a resolution. This process takes up to two hours to determine if the issue can be resolved remotely. Great news, we made it more convenient for you. We'll text you to confirm if services are restored. If the issue is resolved, just reply YES. If it’s not resolved, just reply NO to the text so that we can schedule a technician for you or for you to be routed to a live agent. May I have a good mobile number where we can contact you?"



My Own Spiel

Amanda, I understand that your time is important. You badly want to watch your favorite movies and series on your TV. We are both hoping to get your services up and running. Our system has discovered that it can take up to 2-4 hours to complete all diagnostics and resolutions. After (1/2 hour), we will contact you to confirm if the issue has been resolved. We'll text you to confirm if services are restored. If the issue is resolved, just reply YES. If it’s not resolved, just reply NO to the text so that we can schedule a technician for you or for you to be routed to a live agent. May I have a verified mobile number where we can contact you?"

We have exhausted all the basic troubleshooting we did today to fix your equipment and the best and long-term resolution is to send an expert to physically check the connections. By allowing a technician to visit your home, he would be able to physically check your wiring and diagnose the source of the problem. There will be a possible charge of $100, however it will not be applied if the problem is caused by Comcast Network, Xfinity services and rented equipment. I assure you our technician will not leave the house until all the services are working. Let me go ahead and get you an earliest appointment.

*Since we’ve exhausted all possible steps that can be done over the phone, we need to physically check on what is it from your home network or area that is stopping us from doing that. By sending an expert to do the installation, we can identify these external factors. This is the main reason why we have the Technician Assisted Installation fee of $100. However, nothing to worry because it will be reflected in your next bill and I assure you our technician will not leave the house until all the services are working. Let me go ahead and get you an earliest appointment.



CLOSING STRATEGY

I hope I am able to provide







CLOSING SPIEL



Congratulations for (resolving the issue), I couldn't do it without your patience, diligence and cooperation throughout the process. Are there any Xfinity related concerns that I can help you with today? Alright, so before I let you go can I take this moment to do a recap on the steps that we took to resolve your concern for today. So, you called in cause (issue) then what we did is (steps). Can you please confirm that this resolves your issue for today?



And I would really feel so grateful for any positive feedback regarding the services that I provided you with today. Alright, so I really appreciate everything that we shared in this call. welcome to Xfinity/ thank you for choosing Xfinity and for being a loyal customer to us. Enjoy the rest of your day, keep safe and bye for now.



Your customer has no internet and doesn't consent to a text message.

“I can understand not wanting to receive a text message. We'll work behind the scenes to get this resolved and can call you when we believe the issue is fixed. This way you don’t need to sit on the phone with me. May I verify a good contact number for you?"



Your customer requests a technician visit their home to resolve ongoing intermittent issues with TV channels freezing. The ITG says to advise them it takes four hours for the diagnostics and appropriate resolutions to complete. Ask if they consent to receiving a text.



Soak Process

- Advises for a certain time of resolution before sending tech

- To let equipment, take a next

- Trouble ticket

- Send text messages

- Agent can ask for a different resolution and reject SOAK

- 48-72 hours ticket will expire

- check open ticket

- cannot do the trouble shooting process for the 2nd time around but if the ticket will already expire you can do the troubleshooting process now.

- the cx is not required to stay on the phone while doing the soak process

- proper cx education of duration for the open ticket

- provide the most contactable mobile phone number

- ITG will route to the right resolution if ticket is closed

- if soak is refused and don't want to do SOAK escalate to SUP

- BAXA

- Can also see this record/ text at Einstein 360 account history.

- interval time 1,2,4 hours

- if the cx rejects the soak,

1. technician

2. replacement

-exhaust ALL ITG resolutions before escalating to supervisor (ECHAT)