Notes

SMART GREETING

Thank you for calling Xfinity, this is Shandie! May I know who am I speaking with?

Hi_______, (your calling about) how can I help you today? (About internet activation)

Well, I am happy to help and assist you today by activating your internet, so don't you worry because you got me on the line. I will make sure that we resolve your issue today, okay.

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.

Please bear with me as I check your account to ensure everything is in place and I'll partner with you with verifying the physical equipment, so we can come up with the best resolution. And just a heads up this troubleshooting can be guaranteed as a resolution but there is also a possibility that we may also proceed to scheduling to technician to check and ensure your physical equipment.

In order to look up your account may I ask for the phone number associated with your account please?

How about your street address? Thank you

To verify your account, May I know your account number?

May I know the last 4 digits of the MAC address of your modem?

PROBING

Has this work before ?

Is this the first time experiencing this issue?

Have you been also activating this on mobile apps? (no)

(well just let you know __ that you can also activate and troubleshoot your internet in the xfinity my account app on the google/apple store you can download it for free and You can also schedule technician there for free.)

Has your internet worked before? (If not stated beforehand)
Open Einstein 360


Run ITG

Additional Make it Effortless Point:

COMCAST WEBSITE

You know what _______, just in case you need to activate other equipment in the future, you may visit our website xfinity.com/activate.

Do you have any problem with modem or would you like to upgrade your internet connection?

And may I ask if you already have telephone in your home? Or do you wish to upgrade your plan subscription?

If yes, oh that's perfect. I thought you don't have those. Anyways, if you wish to upgrade your subscription. You can call our customer service, you can visit our site xfinity.com/activate, or you can download our application which is the xfinity mobile app. Any method that I have mentioned earlier is okay as long as it is convenient for you.

if no, Oh that's perfect! Did you know that _____, you are qualified for our telephone installation for free because you availed our X1 TV box? Yes, you heard that right. So, for more information, you can contact our customer service provider if you have any questions. You can visit our site xfinity.com/activate. or you can download our application which is xfinity mobile app. Any method that I have mentioned earlier is okay as long as it is convenient for you.



Closing

And now were set. Congratulation we activated and recovered your internet connection.

and I really appreciate your patient and cooperation to be done this thing.

so___ just a quick recap you called to activate your internet and we resolved it by troubleshooting and some diagnostic. And May I confirm if I resolved your concern for today?

so__ is there anything else i can assist you with?

Thats great. Again, thank you for choosing xfinity as your service provider

And I appreciate your feedback on the service and experience I have provided you today.

and i will not take so much of your time. Again, this is Shandie, have a great day.




ACSR: SHACAR93
Shand_20

TROUBLE CALL

I do understand that you really wanted to resolve your cable service/Internet service and running right away. And your business means a lot to us and we are hoping that we can have it resolved immediately. We have exhausted all the possible troubleshooting steps that can be done over the phone. But by allowing a technician to visit your home it would be the best resolution so that we would be able to physically check your wiring and diagnose the source of the problem. The possible charge of $100 will not be applied if the problem is caused by Comcast Network, Xfinity services and rented equipment.

(Meanwhile, 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.)



code for flex ship: flex IO1 IO2

t- Telphone o-internet n- cable

Mdta- Standard Mtvbox - high resolution.

Flex-flex EQ- equipment

3- 5 bussiness days for shipping.

Sales rep: 16000



s4X behavior:
be warm and friendly
LARA
show appreciation
own it
make it effortless
set clear expectation
discover needs
be an xfinity ambassador


02/02/22 topic
$8.50 - rental fee dvr

xg1.xg2.xg3.xg4- main boxes
xi5,xi6,xi3 –wireless boxes
*wireless boxes will not work if there is no main boxes*

Ask approval from customer:
Text
email
verbal approval

XFINITY SERVICES:

Internet
TV & Streaming
Mobile
Home Security
Home Phone


ERROR MESSAGES
ERROR CODES

XRE Code (XRE 10,000 or XRE 11) - symptoms: no enough signal on the line or tv box itself. Run ITG - No Picture
RDK Code - Symptoms: has problem with hard wirings. Run ITG - No Picture
Status Code - Symptoms: has problem with services. Run ITG - Error Code
Ask if it has worked before, then ask what they see on the tv screen - probing quests

If walay xfinity internet, pwede maka avail as long naay active xfinity account

each package naay discount

ACSR
If we have to make changes with the status of the modem:
available campaigns -> type 'eq' (code for equipment) -> go to devices or equipment -> type 'io1' (if walay mu appear na selection, type 'io2') -> selection page: rented or owned ->

visit xfinity.com/returns - if they want to return the equipment without going to a local store - UPS(ang mag pick up sa equip)
UPS hotline - 100 PICKUPS
comcast hotline - 1800 XFINITY

return the equip within 30 days in order to process the refund



TCD Sample: NO CONTEXT

*pull up account*
Let me just go on and check.

Is there a way we can talk to the account owner? We cannot make changes to the account
HOW MAY I HELP YOU TODAY?
We will make sure that we resolve this issue
Is it working before or is it the first time activating this?
Here's what we will do (road map)
let me pull up my resources here on my end
Do you see any error codes or messages on your end?
How many cables that you're having a problem with right now?
are we able to identify the name of the box or provide me with the last 4 digits of serial number
What type of cord/cable? coax or HDMI?
use xfinity remote
press the power button of remote and point it to the xfinity box
technically speaking,
if you’re doing something just turn the speaker on and i will give u an update from time to time/ while i work here in silence
open ticket, you will be contacted via blah blah or virtual chat
in the future, open xfinity my account application. It is free, download it into your phone, log in using xfinity id and pass. you can troubleshoot using that application
give us feedback based on our services today.
appreciate loyalty


EXTRA NOTES

Mr. Customer, I would like to thank you for staying on the line with me and for your cooperation in doing the troubleshooting steps.

I mentioned earlier before we start the trouble shooting process that the (State the possible reason why that equipment may not work).

However, since the equipment is still offline after the troubleshooting process, I highly recommend that we send someone out to double check everything for you. Personally, I would really love to activate the equipment right now however setting up a technician would be the best resolution since our technician will be able to physically check the equipment and the connections including the inside wirings and all other possible reasons as to why the equipment is still not activated over the phone.
Don't worry because our technician will discuss everything to you and you could ask questions to clarify everything before they do the job.
Also, I will make sure to document in your account all the troubleshooting steps that we did for the technician reference as well as to notate the start date of the service interruption.

Great! Congratulations Mr. Customer, we've successfully activated your cable box. I'd like to thank you for your cooperation all throughout the process, we wouldn't have done this without your effort. So I really appreciate it, Mr. Customer. So just a quick recap, you called in because you want to activate your cable box. Basically, what we did was, I ran some diagnostic, I sent an activation signal to your cable box and finally we were able to activate the device. So, was I able to cover your concerns today?

Is there anything else that I can help you with?
So, before I let you go, Mr. Customer, I'd just like to inform you if ever you want to activate your internet devices in the future, you can just download our app. That's xfinity my account app. With this, you can easily activate your own devices, even process your bills online and easily update your account information. This account is very convenient for you. You can download this through play store or Appstore. Also, I'd appreciate feedback regarding the service I've provided you with today.

Okay, I will not take so much of your time. Again, this is Jesa, thank you for choosing xfinity. Enjoy the rest of the day and stay healthy. Bye for now

How12695.