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)



MAKE IT EFFORTLESS
Thank you for calling Xfinity, this is Shandie! May I know who I am speaking with?
As what I can see here on my system that your calling about activating your internet/cable/telephone?


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

SET CLEAR EXPECTATION

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. But don’t worry because if it’s the comcast or xfinity equipment have a problem you wont be charge a 100$.

In order to lookup 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? Internet
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?

Has this telephone worked before or is this your first time?

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


Show appreciation/Reassurance

First time – Wow congratulations on your new telephone and thank you for choosing xfinity as your service provider. And I'll definitely help you activate your new telephone for you to enjoy the services right away.

(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

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.)

BE XFINITY AMBASADOR

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


MOBILE XFINITY

The Six Nuggets
1. Unlimited data for as low as $30 per line with four lines
2. By the gig pricing available for as little as $15 for 1 gig /month
3. Mix shared and unlimited data across your account
4. Automatically connect to millions of Wi-Fi Hot spots
5. Nation-wide 5G at no additional cost
6. BYOD is available on select iPhone and Android phones

Sample Spiel for pitching Xfinity Mobile:
“Sir/Ma’am, upon checking right here on your account, you’re prequalified for our XFINITY MOBILE service and I would really love to discuss it with you.”
may I know maam/sir if do you have any mobile services?

MOBILE PLAN:
1st of all sir/ma’am we offer the latest devices which are IPHONE 13PRO / GOOGLE PIXEL / SAMSUNG NOTE 20 / MOTOROLA PHONE for $45 per month per line.
But if you’ll be interested in having more lines, you’ll get a cheaper bundle up to $25 per line.

DATA PLAN:
· Xfinity offers the most affordable and flexible data plan that suits your internet needs and budget.
· You can get UNLIMITED DATA, CALL AND TXT nationwide for only $30 per month at no cancelation fees at all.
· Meaning you can always cancel your DATA PLAN anytime without being charged.

“Sir / Ma’am Do you want to avail our Xfinity Mobile service and place the order for you?”

If the customer will say Yes:
1. Ask support to process the order entry on XM360
2. If during the process, encountered credit card error, ask for alternate credit card number available.
3. During the process, if the support encounter error, transfer to Spanish XM Sales
4. If a customer has a pending due balance, educate the customer:

-Sir/ma’am, we can proceed with the process if we clear the balance on the account first.

If customer will say NO :
“If you wish to think about it in the future You can visit xfinity.com/mobile to check our latest mobile plans and data plans”

anyway maam/sir while reviewing your account in here maam/sir you are eligible to avail our free mobile phone because in this month we have a promotional to all our valid costumer, since xfinity have a mobile services right now you just need to port in any number from us or buy some lines in us and you can have now a free 5G Motorola phone which will be also the last day today maam. would you like to process it today maam?


BE WARM AND FRIENDLY

If you don't mind me asking, once we're done activating this box, what movies do you plan to watch?

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? Issue

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.

“Mr. Customer, upon checking right here on your account, you’re prequalified for our XFINITY MOBILE service in which you can take advantage of the following:

Unlimited data for as low as $30 per line with four lines

By the gig pricing available for as little as $15 for 1 gig /month

Mix shared and unlimited data across your account

Automatically connect to millions of Wi-Fi Hot spots

Nation-wide 5G at no additional cost

BYOD is available on select iPhone and Android phones

Yes, however just a heads up, pls check first the compatibility of the devices at www.mydeviceinfo.xfinity.com.




XFINITY APP:

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 Wi-Fi 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 Wi-Fi 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 Wi-Fi 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 Wi-Fi name and password. Just remember, if you change the Wi-Fi information, you'll need to reconnect all of your devices using the new Wi-Fi 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 Wi-Fi 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.