Notes

SMART GREETING:
Thank you for choosing Xfinity this is Chris ,
May I have your first and last name please?


https://xoe-portal.cws.xfinity.com/portal



CALL FLOW GUIDE

*OPENING SPIEL
*AER STATEMENT
*AUTHENTICATION AND VERIFICATION PROCESS
*ROAD MAPPING/ SETTING CLEAR EXPECTATION
*TROUBLESHOOT
*XM SALE, BAXA, XFINITY REWARDS
*CLOSE STRATEGY



SAMPLE SPIELS:


BWF (CARE BEFORE REPAIR)

EX:
1. I understand that you’re having an issue accessing the website of Xfinity and I’m sorry for the inconvenience this has caused you. Don’t worry since you got me on the line I’ll do my best to provide you the best and guaranteed solution.


2. I understand that you have received a modem with a coax cable and the connections that you have there is set up for fiber connection. Let me do my best here to figure it out how we can activate your services.


3. I'm sorry to hear that your having an issue with your internet service and I know it's important for you to have your service up and running continuously. Don’t worry since you got me on the line I’ll do my best to provide you the best and guaranteed solution.




SCE

ITG( Internet Modem Offline )

1. Just to give you a heads up, we will be checking your connections making sure that everything is properly connected and after that I'll send an activation signals that will takes about five minutes, for an instance if the internet will not work after all the troubleshooting process. I will provide you the best and guaranteed solution.



XFI APP ( Internet Modem Online)

2. Just to give you a heads up, I will walk you through on how to activate your modem on the app. You will be setting up your wifi name and password and after that the app will send an activation signal to your modem after all of the process your internet should be working fine and for an instance that your modem will still not work the app will give you an option to set up tech appointment for free to do a professional installation.





CLOSE STRATEGY:

Just to make sure that I covered up your concern 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.





Just to make sure that I covered everything you called in since your having internet issue and what we did is we check your connections using the application and detected that the outlet is not working. As the best solution for your issue we are sending you our technician to make sure that your service will be working perfectly .Did I resolve your concern today? Great, I appreciate any feedback with the service and experience that I provided you today, Thank you for being the best part of Comcast, Have a nice day!






Promotional discount

EX:
SCE| OWN IT- As what I can see here the promotional discount that you have right now is no longer available since it was a promotional discount last two years ago. Please let me check the ongoing promotions that we have today that fits your budget.






PULL UP :
VERRIFY :

thank you for bringing this to our attention, I know what it feels , But don't you worry you got me on the line I'm doing this job for a very long time and I can definitely provide the best and guaranteed solution for your concernj



Thank you so much for doing the right thing and you reached the right department, im from technical support activations team im doing this job for a very long time and I can definitely provide the best and guaranteed resolution for your concern


SET EXPECTATIONS & AGENDA:

Alright just to set clear expectations to you, what I'll be doing today is for running some troubleshooting process including checking connections, sending activation signals on your equipment and I'll be asking a series of questions so that we can follow the process and we can come up with the best and guaranteed solution for your concern

SHOW APPRECIATION:
First and foremost, I'd like you to know that we truly appreciate your continued patronage. Your business is our topmost priority, that is why we continue to improve and innovate to your convenience and satisfaction.


PROBING:
just to confirm sir , Has your internet/device worked before? _
-thank you,


ROAD MAPPING FOR CABLE BOX :
Before we start, we'll check the connections and TV settings. Once everything is set, I can walk you through the On Screen Activation Process. X1 cable box is our most advance box and allows you to watch and stream through apps once activated. I am sure you'll enjoy this one, especially the voice remote control!







Clarify Actions Taken and Next Steps

Link Why They Called to What You Resolved

Offer Additional Assistance with Confidence

Say It with a Smile and Positivity

Ensure the Customer Feels Their Issue/Concern Has Been Resolved

Sample Spiel:



“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! And is there anything else that I may assist you today?

Alright! 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”





TECHNICIAN APPOINTMENT SPIEL :

I do understand that you want to restore your internet that much. We value your business here and we wish that we can solve your concern immediately. As much as I would love to solve it right now but we did our best and did all the possible solutions and processes that can be done right now. However, having a technician would be our best and guaranteed solution for this concern. In order for us to fully resolve your concern and to prevent any possible connectivity issues on the service , please do allow us to send you a technician to physically checks on your home networks and the wirings and in that we can locate and know the source of the problem. There will be a possible charge of $100 if the root cause of the problem is not from the Comcast Network, services and the equipment, but if it's from our services then there will be no charge needed. while waiting for the technician appointment, you can have our Xfinity hotspot which you can access internet for free. Just download it to google play and app store.

ioj>xg2 gsk>eq - mtvboxao> io1_ for seconday box shipment






DEESCALATION IF CURSTOMER WNAT TO TALK TO THE SUPERVISOR:

I understand how you feel Mr/ms, and I apologize for the inconvenience this has caused you, this is not the Xfinity experience we want you to have Please allow me to try resolving your concern first, I'm doing this job for a very long time and I assure you that I can provide the best and guaranteed resolution for your concern,

Please May I know if what is your main concern is ?


OUTAGE SPEIL:

I truly understand what you feel right now , internet is very essential to us I know you have a lot of things to do with it .

Ofcourse, this is not the Xfinity experience we want you to have. Our system has detected that there is an outage on the services on your area. But No worries, this has been reported and our technicians are working hard at the moment to have it resolved as soon as possible. From what I can see, we've already deployed our techs on field and this will be permanently resolved by ______ or sooner. This is a temporary outage and is urgently being addressed. We really appreciate your patience and understanding.

note:



get the permission and customers number to send text messages if the outage was already gone and the services are alerady available.
- okay maam, is it okay with you to give us your best number so that we could send you a txt message if the service is already available?

if okay- thank you so much maam for your patience and understanding im hoping that this outage will be gone as soon as possible and we will be sending you confirmation if the service is available okay.
Bye for now,







Thank you for doing the initial set up and I certainly appreciate your time in extending your patience to reach us in order to complete the process. What error message that you’re getting while you're trying to activate the modem?" "Alright, can you please try it again? By this time I will walk you through because you know what the amazing about Xfinity App. you can send signal, customize wifi name and Password if still not working you can set up an appointment with no charge"




I will be more than happy to help you fixing your internet. Here’s what we are going to do, we will check the connections together, I will ask series of questions while doing the process. If an instance that your modem/ cable box will not response, that’s the time that I will provide you the best resolution which is either asking assistance to higher department or sending professional depending on the result of the device health check. Can you be my eyes and ears during the process?”
We can talk about it once I take care of your concern about…” this is included from the Huddle Material: Grow with Baxter Reaping the Rewards.



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[Yesterday 11:37 PM] AmyRose Daig

Xfi APP

Can activate internet modem,

Change name and pass in wifi,

can schedule callback,

can sched tech. Support,

View current bill amount and due date

Xfinity my account app

update info,

pay bill,

change wifi name and passwords,

scheduled callback, authorize users

View account information:

Name on account

Account number

Preferred email and phone number on file.

Billing and service address

Security PIN

Xfinity Voice number(s) in Account Details

Change Xfinity password