Notes

Tawaganan Pa nako ni para dili mapending

ARSENIO DAVIS #5864398146


XFINITY MOBILE PITCH SPIEL
Q: Do you happen to have a mobile service right now?
Q: Mind if I ask how much does it cost you per month ?
Q: So about that monthly cost that your paying right now does it include the unlimited data and unlimited call and text?
Q: For this one I just want to ask if what type of phone your using right now is it iPhone or samsung?

I see so about that matter I would love to share it with you the awesome promotion of XFINITY MOBILE. Here in XFINITY MOBILE you can have unlimited data usage and unlimited call and text nationwide and access to millions of wifi hotspot. And you can have it for as low as $30 per month per line
Aside from that XFINITY MOBILE do offers bring your own device in which you will only paying for the data usage once your device is qualified you can have our unlimited data plan for $30 only.
But that’s not all cause if you want also to avail our DPP or device payment plans in here you can choose your preferred mobile phone that you want to purchased and you can pay for that monthly



XFINITY APP UTILIZATION first before starting troubleshooting
advice customer to activate new equipment in XAPP
OPENING SPEIL
Hi thank you for choosing Xfinity this Lean may I know who's in the line please?
Hi CX so as I can see here in my end that you called in for the activation of your internet modem/cable box
So may I ask has this modem/cable box work before or it is the first time to activate ? May I ask is this a new added device or replacement device ?
And also is it mailed on your address or get it from xfinity store?
Oh I see so don’t worry, cause I’am here on the line and I’m very much willing to assist you today.
So before we start I just want to inform you that this is a step by step process I’m gonna do some diagnostics here in my end and send signals to your modem/cable box and after that if the issue will still persist we will provide you the best resolution which is to send someone in your home to check root cause of the problem but don’t worry that just our back up plan Im going to do my best here to help you with your concern.

CARE BEFORE REPAIR
I totally understand the frustration that you feeling right now cause I’am customer as well and I don’t want that instances to happen to me as well
but don’t worry cause I’m here on the line and I’m gonna help you with your concern and sort things out so that you can get your service back up and running
Cause here in xfinity we do value our customers experience

SENTIMENTS SPEIL:
By the way I seen here in my end that you’ve been with COMCAST for (STATE THE #YEARS) Wow! That’s really great to hear and also I would like to thank you for always choosing XFINITY as your service provider, we also value your business with us. Thank you so much.

SENTIMENTS SPEIL
I truly understand the frustration that your feeling right now this is not the experience that we want you to experience. But don’t worry I will do my best here to provide you the best resolution.


CLOSE STRATEGY
Wow that’s realy great to hear that we successfully activated your equipment. Thank you so much for your awesome cooperation now you can enjoy your service right away. So before I let you go
Is there anything I can further assist you with?
If that’s the case I will not take so much of your time
Just a quick recap of what we did today you called in______
and we able to solve this by state the reso___
Can you please confirm that this resolve your concern today? Great!
I appreciate any feedback on the service and experience that I provided you today. Once again this is Lean thank you for choosing xfinity I hope you have an amazing rest of your day . Bye for now


SUP CALL DE ESCALATION SPEIL
I understand how you feel and I apologize for the inconvenience this may have caused you. Please allow me to try resolving your concerns first. If it's not resolved to your satisfaction, then I will be happy to connect you over to my supervisor.

OUTAGE SPEIL
We do apologize for the inconvenience. COMCAST is aware of the issue, and we are currently working on it. We really appreciate your patience in this matter.


XFINITY MOBILE PITCH SPEIL:
* mr/miss costumer I seen here in my end that your Eligible for our XFINITY MOBILE SERVICE , may I ask what is your Mobile service provider ? If you have one ?
Oh about that matter I just want to tell you that XFINITY do offers Mobile service we called it XFINITY MOBILE you can have this service for as low as $15/month/line on 1GB on our third generation plan and $12/month/line on 1GB on our second generation plan. And if you want unlimited data usage you can have our UNLIMITED PLAN which cost $45/month/line. But that’s not all because XFINITY MOBILE includes the unlimited call and text nationwide. AND ALSO ACCESS TO MILLIONS OF WIFI HOTS SPOTS And it is the number 1 according to ACSI american customer satisfaction Index And the good thing is there is ni term contract May I ask what type of device are you using right now ? Because this service do have equipment requirements such as Apple iPhone, Samsung Galaxy and note, Google Pixel and Apple watch. But no worries if you don’t have one of the required devices you can purchased your own device on xfinity mobile for each line of service We called it DPP or device payment plans it is avaible for mobile devices, based on your eligibility.
So mr/miss costumer you want to process it right now?

complete excemption
first IP
2ND XB6 OR XB3
LAST XB3 OR XB6

























MICRO TEAM MARK DAYOT
LEAN JOY
SHANDIE
NOR-AYN

XFINTY APP for own modem
1. Launch xfinity app and sign up using your xfinity ID and password. (you must be primary user)
2. Once connection has been found, youll be prompted to START ACTIVATION.
3. FIND ACTIVE active cable outlet in your home and Connect the Coax Cable into that outlet and into the back of your modem, ensuring both connections are finger tight.
4.Plug your modems power cord into an electrical outlet.
5. Enter your modem’s 12-digit MAC number
6. Once your modem is connected to the coax cable in an active outlet and the power cord plugged into an electrical outlet, you’ll be prompted to Check your Connection
7. Once connected, Xfinity service will be activated on your modem.
8. If you have Xfinity voice and your modem activation and provisioning was successful, your Xfinity Voice number will be displayed in the success message. If you don’t have Xfinity voice you’ll receive the confirmation with no phone number.
9. Once your modem is activated, you can use the Xfinity app to see your name and online/offline
status, as well as view payment details, access Xfinity assistant for account concerns, run speed tests to the device you’re using and restart your modem.
Launch the Xfinity appss.)
XFINITY APP: for comcast rented modem

In order for you to have a free technician appointment may you please use the xfinity app? It is a purple box with a logo on it.

In order for you to personalize your Wifi username and password may you please use the xfinity app? It is a purple box with a logo on it.

The first thing you need to do is to sign using your Xfinity Id and password (must be a primary, member or a manager to access.)
press the Get Started to start the process. This activation will just take about 20 minutes.
you can navigate to the activation entry point by selecting the Account icon from the top-left corner of the Overview tab on the Xfinity app and then selecting Activate xFi Gateway or Modem under the Devices section.

After that you must scan the QR code located on the bottom part of your modem.
You can just skip the instruction if you are done doing the steps on that part by clicking the skip this instruction and after that you are ready to go.
You just need to check the connection.

PERSONALIZING WIFI NETWORK AND PASSWORD:
If an active outlet is detected, you can now proceed with personalizing your home WiFi network name and password. Enter a WiFi name and password that is easy to remember and secure. This is what you'll use to connect your personal devices to your network. Select Next.

If the cable outlet is not active, you can select Try Another Outlet and repeat steps 5 and 6 with a different outlet in your home.

Confirm the WiFi name and password you entered. If you need to make changes, simply select the back arrow in the top left-hand corner of the screen. If you are also activating Xfinity Voice, you will see your phone number on this screen. Select Confirm and Finish Up.

TECHNICIAN VISIT:
If there are no other outlets to try, select I Don’t Have Another Outlet so we can help schedule a technician visit. In that section the system will automatically give you the earliest and the best time that we have.

Note: If you’re upgrading an existing xFi Gateway with a new one or moving your service to a new address, you should be able to keep your previous settings, including the WiFi name and password. Just remember, if you change the WiFi information, you'll need to reconnect all of your devices using the new WiFi name and password. Your home network setup will now begin and can take up to 10 minutes to complete. You can enable push notifications so you can be alerted when your activation is complete.

Once your Gateway is activated, you'll need to connect to your new WiFi network. You can choose to either auto connect or manually connect the mobile device you’re using.

ADDITIONAL INFO ABOUT XFI APP:
You can now use the xFi app to access your home network settings, see who's most active on your network, pause devices, troubleshoot connection issues, and block inappropriate content and network threats.



XFINITY MOBILE PITCH SPEIL:
* mr/miss costumer I seen here in my end that your Eligible for our XFINITY MOBILE SERVICE , may I ask what is your Mobile service provider ? If you have one ?
Oh about that matter I just want to tell you that XFINITY do offers Mobile service we called it XFINITY MOBILE you can have this service for as low as $15/month/line on 1GB on our third generation plan and $12/month/line on 1GB on our second generation plan. And if you want unlimited data usage you can have our UNLIMITED PLAN which cost $45/month/line. But that’s not all because XFINITY MOBILE includes the unlimited call and text nationwide. May I ask what type of device are you using right now ? Because in this service do have equipment requirements such as Apple iPhone, Samsung Galaxy and note, Google Pixel and Apple watch. But no woories if you don’t have one of the required device you can purchased one on xfinity mobile for each line of service We called it DPP or device payment plans it is avaible for mobile devices, based on your eligibility.
So mr/miss costumer you want to process it right now?

OUTAGE SPEIL: We do apologize for the inconvenience. COMCAST is aware of the issue, and we are working on it. We really appreciate your patience in this matter , but no worries the connection will restored after we fix the root cause of the problem.


GHOST SPEIL: mr/miss costumer since I didn’t hear any response on your end . I’m gonna hang up this call so that I can manage to assist other costumer .


TROUBLE CALL SPIEL:

Mr. Customer, we already exhausted all the troubleshooting steps that can be done over the phone and it seems that your modem/cable box is not responding to the signal that I sent out. As what you can see your modem/cable box is offline. As of this moment, we highly recommend to send out professional technicia “ n to physically check the equipment and have the outlet activated. Along with this appointment is the $100 technician appointment fee that will reflect on your next month bill”

But we have the xfinity app where you can set your appoinment thru the app so that you wont pay $100 If you want I can walk you thru the process.

We can start by saying "Just a quick recap Mr. / Mrs. Customer, today you called in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today? {pause for response} Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.








Always remember to introduced Xfinity app for internet activation
* If the customer allows us to walk through using xfinity app then use the xfinity app simulator and walk through the customer for them to change wifi name and password or activate their internet
Steps using Xfi app
1. Ask for the cmac ID Last four digits
2. Ask for light condition of the modem
3. Ask the cable connection
4. Ask to powercycle the modem
5. Be and xfinity ambassador during the loading process or build connections
6. If the modem is still offline agent need to schedule a technician appoiment using xfinity app to schedule for free.


Cm mac is the original numbers
mta mac needs to add 1point in every last number or letter
Affordable Connectivity Program (ACP) The program, designed for low-income Americans, offers eligible households up to $30 off their monthly internet service, or up to $75 off for those living on tribal lands. ... That approach was designed to prevent low-income Americans from getting hit with surprise bills they couldn't afford
ACP Start last December 31,2021
Emergency Broadband Benefit (EBB)
THE FCC AND NOT XFINITY WILL DETERMINE IF THE CUSTOMER IS ELIGIBLE FOR ACP
Xfinity will not automatically enroll customers into the Affordable Connectivity Program. Customers can complete the enrollment process on their own using the digital application. If they chose to, customers can also contact Xfinity so an agent can complete the ACP application on their behalf. The following process flows highlight how both Internet Essentials and Non-IE Standard customer can complete the digital application. It will also show how to use the appropriate Einstein360 form to complete the application on a customer's behalf.
If a customer has not completed National Verifier, advise the customer that ACP enrollment is dependent upon qualification through the National Verifier, available at https://nationalverifier.servicenowservices.com/lifeline Remember, eligibility for the Affordable Connectivity Program is determined by the Federal government through National Verifier, not Xfinity.

When interacting with customers you should share two important points about the Affordable Connectivity Program: First, the Federal Communications Commission (FCC) determines who is eligible for the ACP and corresponding benefits, not Xfinity. Second, eligible customers must enroll in the program to receive the subsidy. Xfinity provides program details, a link to the National Verifier site, and the enrollment form on xfinity.com/ACP.
*list of eligible family
1. MEDICAID
2. TRIBAL
3. WIC
4.FEDERAL PUBLIC HOUSING ASSISTANCE
5.VETERANS AND SUVIVOR PENSION BENEFITS

THE CUSTOMER NEEDS TO COMPLETE THEIR APPLICATION USING THE XFINITY.COM/ACP

ACSR CODES AND RESEARCH TOPIC

* The three areas where you will be spending the most time researching codes in CSG are the:

Customer Account Screen.

Account Information Screen.
ASSESSMENT

Customer Service Screen.
INTERNET SERVICE /

FALSE /

ITG / INTERACTING TROUBLESHOOTING GUIDE /

XM360 X (XPG)

XFINITY APP /

ACSR/ ADVANCE CUSTOMER SERVICE REPRESENTATIVE X ( XM360)

CM MAC ID /

ULTIMATE TV /

BE WARM AND FRIENDLY /

SHOW APPRECIATION /

MAKE IT EFFORTLESS /

LISTEN ATTENTIVELY AND RESPONSE APPROPRIATELY /

OWN IT /

XFINITY AMBASSADOR /
15.S4X BEHAVIOR /





TCD 2 CABLE BPX ACTIVATION LEAD TO TECHNICIAN APPOINMENT:

OPENING SPIEL
AGENT: Hi thank you for choosing xfinity this is JOY may I know whos in the line please ?
CX: RESPONSE
AGENT: Hi! CX for me to pull up your account may I have your phone number that is associated in your xfinity account and may I also have your street address please?
CX: RESPONSE
AGENT: Thank you so much for that . For security purposes may I also have your xfinity account number please?
CX: RESPONSE
AGENT: So CX as I see here in my end . You called in for the activation of your XFINITY VOICE or Your telephone .
Thank you for the initiative of bringing this to us. And don’t worry cause the right person is on the line and I will be very glad to help you with your concern.
Before we start . May I ask has this telephone work before or it is the first time ?
CX: RESPONSE
AGENT: Oh I see . So CX before we start I just want to inform you that this is a activation process , so we need to follow the step by step process so that we can come up the best resolution . to set your expectation, since your modem has a solid online light. I will send an activation signal to the modem. All lights will turn off except for the power light. The modem will boot up and it would take approximately 3 to 5 minutes. I will check the response from the modem and I’ll let you know when to access a website. However, if you’re unable to access a website, we’ll do basic troubleshooting. If we’re still unable to connect, I need to send someone for you so that we can check the connections. Do not worry because that’s just our back-up plan. I will do my best to activate your modem, okay?
BUILD CONNECTION: By the way CX how is your day today .
CX: RESPONSE
AGENT: That’s really great to hear! You know we need to be positive to our thinking and insight in life so that we can stay happy eventhough we face a lot of instances nowadays specially this pandemic it is really you know frustrating there are a lot of things that we cant do because of this pandemic. But still enjoy life with our family by watching movies or eat together you know those family stuff. Well anyway . Lets start with the first step

RUN ITG

DURING THE LOADING PROGRESS BUILD CONNECTION

TROUBLE CALL SPIEL:

Mr. Customer, we already exhausted all the troubleshooting steps that can be done over the phone and it seems that your modem/cable box is not responding to the signal that I sent out. As what you can see your modem/cable box is offline. As of this moment, we highly recommend to send out professional technicia “ n to physically check the equipment and have the outlet activated. Along with this appointment is the $100 technician appointment fee that will reflect on your next month bill”



INTRODUCED THE XFINITY MY ACCOUNT APP AS APPOINMENT SETTER


MR.CX for you to not pay $100 technician appointment fee , you can set your technician appointment using our XMAA , there will be no corresponding charge that will reflect in your bill. Its totally free so if you have the app you ca set the appoint right away.

IF THECUSTOMER AGREE TO SET AN APPOINMENT USING XMAA PROCEED TO CLOSE SPIEL


CLOSE SPIEL:

AGENT: So is there anything I can assist you with ?
CX: RESPONSE
AGENT: Before we end this call . Just a quick recap of what we did today . You call to activate your box , but the over-the-phone troubleshooting didn’t work , so we set an technician appoinmet using the xfinity my account app so that you wont pay the $100 technician fee.
Well MR.CX just wait for the technician to arrive on your place and also for the health protocol
May I ask if theres an active COVID-19 cases in your household ?
CX: RESPONSE
AGENT: Perfect! And also if you have some pet dogs please secure them for the safety of our technician and yours as well,

By the way Thank you so much for your choosing XFINITY once again this is JOY . Stay safe , have a nice day and BYE for now.

________________________________________________________________________________________

THIRD GENERATION PLAN
By the Gig
Choose between three data amounts. Available for single lines, or to share across all By the Gig lines in your account. Cost is not prorated based on usage.

1 GB: $15/month.

3 GB: $30/month.

10 GB: $60/month.
If you go over your chosen amount, just keep using data at an additional $15/GB or change to a larger amount.
Unlimited

$45/1 line per month.

$80/2 lines per month ($40/month per line).

$100/3 lines per month ($33.33/month per line).

$120/4 lines per month ($30/month per line).

5 or more lines: an additional $20 per line after the fourth line.

PLAN DETAILS
4G and 5G devices in 4G service area

By the Gig defaults to HD resolution (720p for phones, 1080p for tablets).

Unlimited defaults to standard resolution (480p); go to HD resolution with HD Pass. Also, add HD Pass to Unlimited on 4G device to get higher-quality cellular service during network congestion.

Personal hotspots are 4G LTE on By the Gig and 600 Kbps on Unlimited data.

Data Saver is available for By the Gig. (4G devices only)

Mexico and Canada Call Pass is available per line.
5G devices in 5G service area

4K video resolution for phone

WAYS TO SAVE MONEY

Mix and match your chosen By the Gig data amount with Unlimited lines.

Switch between By the Gig and Unlimited.

Change to a larger or smaller Gig shared data amount.

RESTRICTIONS

Reduced speeds after 20 GB of usage per line.

In times of congestion, data for Unlimited customers with 4G devices may be temporarily slower than other traffic.

SECOND GENERATION PLAN

DATA OPTIONS
By the Gig
Choose between three data amounts. Available for single lines, or to share across all By the Gig lines in your account. Cost is not prorated based on usage.

1 GB: $12/month.

3 GB: $30/month.

10 GB: $60/month.
If you go over your chosen amount, just keep using data at an additional $12/GB or change to a larger amount.
Unlimited

$45/line per month.

PLAN DETAILS

By the Gig defaults to HD resolution (720p for phones, 1080p for tablets).

Unlimited defaults to standard resolution (480p); go to HD resolution with HD Pass. Also, add HD Pass to get higher-quality cellular service during network congestion.

Personal hotspots are 4G LTE on By the Gig and 600 Kbps on Unlimited data.

Data Saver is available for By the Gig.

Mexico and Canada Call Pass is available per line.

WAYS TO SAVE MONEY

Mix and match your chosen By the Gig data amount with Unlimited lines.

Switch between By the Gig and Unlimited.

Change to a larger or smaller By the Gig shared data amount.

RESTRICTIONS

Reduced speeds after 20 GB of usage per line.

In times of congestion, data for customers with 4G devices may be temporarily slower than other traffic.


Error Code: XRE10000 Reason of the error code is no enough signals RDK 03010 Code - it can be about the wiring or cable wire Status code- it also because of the signals If those code are in the CX TV screen run NO PICTURE ITG If error messages would appear on CX tv screen still run NO PICTURE ITG

L
Image download failed.


ACSR CODES
IO1- STANDARD CODE
IO2- STANDARD CODE FOR NO TRUCK
16000 SALES REP CODE
EQ: EQUIPMENT CODE
N: CABLE
O: INTERNET
T: TELEPHONE

L

INTERNET PACKAGES




*CONNECT

up to 50 MBPS for $59/month

for 12 months with 1 year term contract

Taxes and Equipment not included




*CONNECT MORE

up to 100 MBPS for $79/month

for 12 months with 1 year term contract

Taxes and Equipment not included




*FAST

up to 300 MBPS for $89/month

for 12 months with 1 year term contract

Taxes and Equipment not included

*SUPERFAST

up to 600 MBPS for $99/month

for 12 months with 1 year term contract

Taxes and Equipment not included

*ULTRAFAST

up to 900 MBPS for $109/month

for 12 months with 1 year term contract

Taxes and Equipment not included

*GIGABIT EXTRA

up to 1200 MBPS for $119/month

for 12 months with 1 year term contract

Taxes and Equipment not included

TV/CABLE PACKAGES *CHOICE TV10+ channels$30/monthNo term contract. Does not include $16.75/month broadcast TV fee. Price subject to change.

Taxes and Equipment not included


*POPULAR TV125+ channels$70/monthNo term contract. Does not include $16.75/month broadcast TV fee and $14.35/month regional sports fee. Price subject to change.

Taxes and Equipment not included



*ULTIMATE TV

185+ channels$90/monthNo term contract. Does not include $16.75/month broadcast TV fee and $14.35/month regional sports fee. Price subject to change.

Taxes and Equipment not included



*CHOICE SELECT TV

$0.00/Month with internet service. First Free box add $5 additional box (up to 2 additional boxes only). PHONE SERVICE *XFINITY VOICE$30/MONTHUnlimited nationwide callingSpam call blocking TechnologyReadable voice mailCaller ID in your TV when you get X1No term contract. Taxes and Equipment not included







CONNECT /

CONNECT MORE /

FAST /

SUPERFAST /

ULTRAFAST /

GIGABIT EXTRA /

FAST /

CONNECT /

GIGABIT EXTRA /

SUPERFAST /

ULTRAFAST /



$14 xfi complete /

CHOICE TV /

POPULAR TV /

CHOICE SELECT TV /

ULTIMATE TV /

185+ /

125+ /

$8.50 /

TRUE X

COAXIAL CORD / POWER CORD



2 Boxes /

TRUE X

21/25






do you have mobile service right now?

if no:
I see, about that matter I want to tell you that Xfinity has a mobile service and it is the XFINITY MOBILE. Since you are a valid customer to us then you are a eligible to avail our Xfinity Mobile. this service has a lot of features and benefits like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans on this service, the Third Generation Plan and Second Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig but if you want it to be available up to 10 lines then you can just upgrade it to UNLIMITED. so if you are interested and need more information about our service just call our hotline which is the 1800 XFINITY or 1800-9346489.

if yes
oh wow congrats of having your mobile service just a heads up, if you want to change your service you can have our mobile service which is the Xfinity Mobile. this service has a lot of features and benefits like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans on this service, the Third Generation Plan and Second Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig but if you want it to be available up to 10 lines then you can just upgrade it to UNLIMITED. so if you are interested and need more information about our service just call our hotline which is the 1800 XFINITY or 1800-9346489.

TELEPHONE ACTIVATION TOPIC
* DO NOT TELL THE CX TO RESTART THERE MODEM INSTEAD SEND A RESET/RESTART SIGNAL