Notes

SMART GREETING

PROBING QUESTIONS

AER STATEMENT, LARA,

XFI AMBASSADOR

RECAP

Xfinity rewards







This is [agent name] calling from Comcast about [insert purpose of call]. This call may be monitored or recorded.





CLOSE STRATEGY
alright, Mr. / Mrs. Customer since were done just to make sure that I covered up your concerns today

you called in regarding ____________, and we got it resolved by undergoing step by step process of troubleshooting and diagnostics. Can you confirm that this resolves your concerns today?


Great! I would like to thank you for sharing your precious time with us in troubleshooting the equipment, also for your patience and cooperation.
and I appreciate any positive feedback on the service and experience I have provided you with today. Thank you for being a loyal Xfinity Customer! Once again this is Chris and have a good day.








DEESCALATION IF CURSTOMER WANT TO TALK TO THE SUPERVISOR:

I understand how you feel, and I apologize for the inconvenience this has caused you. Please allow me to try resolving your problem first. If it's not resolved to your satisfaction, then I will be happy to transfer you to my supervisor.

OUTAGE SPEIL:

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

You know what, 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. 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.









Just to make sure that I covered I everything you called in to activate your internet modem and what we did was checked all your connections and use the app to activate the modem however it seems like the modem is not getting any signal and the best and guaranteed solution provided is setting you up a technician for free through the application and just to let you know that 9 out of 10 customer having the same issue is fully resolved by our technician. Did I resolve your concern for today?

I appreciate any feedback with the service and experience I have provided you today and thank you for being the best part of Comcast, have a wonderful day.




Callback process :

High Ma’am it seems like I cannot hear any respond from your end, please respond for me to further assist you with your concern. I’ll wait for a minute for your respond. If I’ll not be able to hear any respond from your end I will need to end the call to assist other customers.



While we’re activating your modem, I just want to let you know that you can also take advantage our Xfinity mobile since you have services with us. Would this be the best time to discuss about our promotions for Mobile service?









"I apologize for the inconvenience and certainly understand where you’re coming from and I know the importance of getting your internet working since most of us are now working at home. With your cooperation -

mr./ms. CUSTOMER

we’d be able to resolve your concern and get the best resolution



I understand that you have tried to activate the modem thru the app but it was unsuccessful. Let’s try and activate it thru the app again. I’ll walk you through. It is just going to be quick and easy. The good thing about utilizing the app is that if in any case the self-installation fails and we need to send somebody out, it will just be for free.



“I do understand that you really wanted to have your internet service up and running right away. Mr. Customer, your business means a lot to us and we are hoping that we can have it resolved immediately. Our getting started kits are meant to be standalone and installed with no problems. 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. 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.”



[7:57 AM] JuliusAngelo Ropales

PRD20041 - Self Install Plus Overview - Central Division :

When discussing Self Install Plus with your customer, let them know:

The option is available for up to four outlets or devices

The fee is $39.99

They install and activate all equipment on their own

The technician:

Checks the signal outside

Checks the inside and certifies up to four existing outlets

Delivers equipment

Instructs your customer to download the Xfinity app for Xfinity Gateway, modem/eMTA and/or Xfinity Flex activations

TV Boxes are activated on your customer's TV screens

Directs them to the Getting Started kit materials included with their equipment






"I can see here that you're calling in because you're having issue with your service. I apologize for the inconvenience and certainly understand where you’re coming from and I know the importance of getting your internet working since most of us are now working at home. With your cooperation we’d be able to resolve your concern and get the best resolution."



"Sir can please tell me more about the password issue that you're experiencing?"
"Can you please let me know the error Sir? Are you receiving an incorrect password?"
"You mentioned Mr. Luis that you spoke to my colleague and mentioned that you activate this modem, are you able to know the password? Did my colleague provided you the password? Are you able to connect during the call with my colleague?











TROUBLE CALL:







“I do understand that you really wanted to have your internet service up and running right away. Mr. Customer, 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. By allowing a technician to visit your home, he would be able to physically check your wirings 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.”



“I do understand that you really wanted to have your internet service up and running right away. Mr. Customer, your business means a lot to us and we are hoping that we can have it resolved immediately. Our getting started kits are meant to be standalone and installed with no problems. 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. 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.”



TROUBLE CALL:



“I do understand that you really wanted to have your internet service up and running right away. Mr. Customer, 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. By allowing a technician to visit your home, he would be able to physically check your wirings 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.”



App:

Thank you for doing the initial set up and we 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"


“Congratulations for having our Modem Wireless Gateway! I know it’s very important for you to have your services up and running 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. You've reached an expert and I’ll surely do my best to get you start.




CLOSE STRATEGY
alright, Mr. / Mrs. Customer since were done just to make sure that I covered up your concerns today

you called in regarding ____________, and we got it resolved by undergoing step by step process of troubleshooting and diagnostics. Can you confirm that this resolves your concerns today?


Great! I would like to thank you for sharing your precious time with us in troubleshooting the equipment, also for your patience and cooperation.
and I appreciate any feedback on the service and experience I have provided you today. Thank you for being loyal Xfinity Customer ! once again this is chris and have a good day.


Did you already tried to reset your password/Xfinity ID?

o May I know what is the error message you are getting on the app?

o What are the steps you have done before you received the error?

o Can you verify the Xfinity login/credentials that you used in signing in?

o Can you please try to sign in and sign out to the app and checked if you are still getting the same error?

o Are you using the “purple with an X” app?

o Have you tried to reinstall and install the XAPP?








Please see suggested spiel for Soft Credit Check in XM360. If you have further questions and suggestions, do not hesitate to shoot me an email.



“Alright,

Mr. Beaverton, the next step of our Xfinity Mobile Application is to run a soft credit check. This soft crediting check will allow us to see if how many Xfinity Mobile lines you are eligible to get as well as if you are eligible to get a monthly device. Otherwise, you will need to do a full payment for the desired device or at least a Bring Your Own Device (BYOD) Program. Do not worry because I will not be able to see your current credit score status as well as it will not affect your credit score. Can I ask your consent to do soft credit check?”



“We sincerely appreciate you for staying on the line and waiting on queue to speak to a live representative. Rest assured, now that you got me, I will definitely do my best to provide you the best customer service you deserve.”

"Thank you so much for staying on the line with us. I know how important your time is and that we do have a long queue through our automated system but don't worry you have me on the line I will make sure that here in Xfinity, we will provide you the correct and permanent resolution by the end of this call.



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”




Customer Scenario/Comment

How Our Response Might Sound

“I need help activating my new modem.”

“Congratulations in your new modem and welcome to Xfinity! I understand the urgency in activating this modem and stay connected to internet. I can definitely help you fix this. To start with I will be asking few questions to better isolate the issue.”

“May I know what is the error you encountered in activating the device?

Is this additional or replacement device?

Can you help me verify the color of the light lit in front of the modem”

“ I tried checking all the connections but still cannot connect to the internet.”

“I’m so glad you’ve called. Internet is such a necessity these days. I will be able to help you fix this issue and have you connected to your internet. Let’s go ahead and do some basic troubleshooting steps for us to better isolate the issue and came up with best resolution. Let me ask you a few questions before we start. Is that alright? Awesome!”

“What was the error you encountered while connecting to the network?”

Where you able to update the Wi-Fi name and password and uses it to log in?

How many devices are connected?

“I tried activating the service through the app but failed.”

“Thank you for utilizing the app! I’d love to verify the reasons as to why we have challenge in the activation online and be happy to walk you through. Let me verify some identifications before we start.”

What is the username you used?”

Is this the first time getting the error or this has been working before?

What was the error you encountered through the app?

“We don’t use the cable anymore. We stream.”

“I stream a lot myself and I can relate to you. I will be able to help you activate your new flex box and ensure you will get a picture on the TV screen. Let’s get started!”

What is the error message or code you see on the TV screen?

What sort of streaming apps or services are you currently using?”

“What shows and movies are you currently streaming?”



Customer Scenario/Comment

Related SSO’s/Services to best offer

“Modem Activation”

“After the troubleshooting and resolved the issue.”

Learn how to use the Xfinity App to set up and activate your Xfi gateway and get online in minutes. Xfinity App Activation(SM88).

Learn how to personalize a device name for easy definition, create a profile and assign a device to a profile using the Xfinity app. SM 68-naming and Assigning a Device-Xfinity app Simulators

“Failed to Activate the service through the app and lead to technician visit.”

Learn how to manage your upcoming appointment using the HOW9207 –How to Manage your Comcast Appointment

Prepare before a service to set clear expectations. HOW13573-Prepare the Customer for an Appointment

If you’re unable to resolve your issue Schedule a Repair Appointment Online for Free – HOW12695

Manage your account and check upcoming appointment schedule. Cancel or reschedule your technician visit. (Refer to HOW7145)

“ Your prices/promotions are expensive.”

“To view Plus and Plus more package Eligibility-NED, review CPN3678

Xfinity Mobile – 2022 Promotions HOW20761

“I have internet service only and I wanted to watch movies online.”

“Learn more about Xfinity Flex which is FREE-PRD1510”

Affordable Connectivity Program (ACP) Call Handling – HOW20763 and PRD 20040







Agent to agent Interaction Verbiage

SODI Completion

"We understand that pending provision needs to be closed first to complete the order successfully.

Does the SODI completion involve CDV activation/repair?"

If “Yes”;
“Thanks! Please connect the customer and I will take it from here.”


If “No”
“Alright! In a few words, will you tell me the purpose of completing the SODI?

Tech support refusal
“We apologize but we are not permitted to make any changes on the account, unless we speak to the customer.

Changes that involves with SODI completion, modifying existing order, equipment registry, activation and repair are just some parts of our demarcation and should be transferred over.”

Please connect the customer and I will take it from here.





wow great !! congratulations . we succesfulIy activate your

, i am so happy that I was able to help you activate it. Thanks for being my eyes and ears through the process,



CLOSE STRATEGY
alright, Mr. / Mrs. Customer since were done just to make sure that I covered up your concerns today

you called in regarding ____________, and we got it resolved by undergoing step by step process of troubleshooting and diagnostics. Can you confirm that this resolves your concerns today?


Great! I would like to thank you for sharing your precious time with us in troubleshooting the equipment, also for your patience and cooperation.
and I appreciate any possible feedback on the service and experience I have provided you today. Thank you for being loyal Xfinity Customer ! once again this is chris and have a good day.




DEESCALATION IF CURSTOMER WANT TO TALK TO THE SUPERVISOR:

I understand how you feel, and I apologize for the inconvenience this has caused you. Please allow me to try resolving your problem first. If it's not resolved to your satisfaction, then I will be happy to transfer you to my supervisor.

OUTAGE SPEIL:

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

You know what, 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. 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,


Do you have a 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 for 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 into 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 for 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 into 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.








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 solution to your problem. In order for us to fully resolve your concern, 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.





MAKE THE CUSTOMER AWARE :
Utilize the article provided to educate the customer on Chargeable Service Visits and appointment expectations, including but not limited to the following:

· Do not set expectations with the customer that an equipment swap will resolve the issue, the technician will determine the best resolution.

· An adult over the age of 18 must be present during the entire appointment.

· Access will need to be available to all cable outlets in the home and the technician will not move furniture.

· All services will be interrupted during the technician visit while repairing and verifying signal before leaving. Please schedule during a time when this is acceptable if there are any concerns.

· Pets must be secured during the technician visit, for their own safety and the technician's.






note :
if the customer will agree to the terms do covid spiel and recap.


COVID SPIEL :
We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home tested positive for the virus?

· If yes: “I apologize, due to the Comcast policy around COVID-19 related cases, we cannot send a technician into your home during this period. I can schedule your appointment 14 days from today. We’re taking extra precautions at the time, as I am sure you understand."

· If No: “Great! We can go ahead, and schedule based on your availability”


We are looking forward to your upcoming appointment. When the technician arrives, they will contact you and explain what they will be doing. They will work to resolve the issue outside of your home first. If the issue persists, they will ask permission to enter your home. If the technician enters your home, they will wear a mask or face covering and will have washed their hands before and after every customer visit. The technician will practice social distancing by staying a minimum of ten feet away when possible from all individuals at the time of the appointment. We request that you and anyone in your home wear a facial covering and require that you maintain ten feet of social distancing while our techs work. Please be aware that in some states, masks are required to be worn by customers according to state mandates. If you are not comfortable wearing a mask, the technician may ask that the appointment be rescheduled or if you can remain in a different room while they complete the work in your home/business. They may only service the main outlet through which you receive your Xfinity services.


In an event that it's an agent to agent interaction, if changes have to made on the account such as SODI completion, work order modification, equipment registry, appointment scheduling, activation of phone, and repair issues, then we must take over the call and transfer the customer over to us so we can proceed with the process or next step together with the customer. Please see sample verbiage below in taking over the call.

Agent to agent Interaction Verbiage

SODI Completion


"We understand that pending provision need to be closed first to complete the order successfully.

Does the SODI completion involves with CDV activation/repair?"

If “Yes”;
“Thanks! Please connect the customer and I will take it from here.”


If “No”
“Alright! In a few words, will you tell me the purpose of completing the SODI?



Tech support refusal
“We apologize but we are not permitted to make any changes on the account, unless we speak to the customer.

Changes that involves with SODI completion, modifying existing order, equipment registry, activation and repair are just some parts of our demarcation and should be transferred over.”



Please connect the customer and I will take it from here.