Notes

SOAK Message
As I have checked, the problem may not be with your device nor the line. The only thing that needs to be done is for us to investigate what's causing this issue. I will be creating an open ticket for our back office engineers to analyze the possible causes and resolve the issue remotely. We'll take care of this for you and will contact you within next 60 minutes on a priority basis.

Ownership statement
Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution

My account
You can download the Xfinity My Account app from the Apple App Store or the Google Play store. Simply search for XFINITY My Account . It gives you the convenience to manage technician appointments including rescheduling and convenience to perform troubleshooting steps for any services issues through your tablet /mobile device”.


Meantime, I would like to inform you that you can download Xfinity My Account App using your smart phone. It is a fantastic app that let's you manage your bills, troubleshoot your services like sending a signal to the cable box, check if there is an outage, manage tech appointments and many more.


Stream APP

Your services will include some of my favorite things about Xfinity service, Watch all your channels on any device. Access thousands of On Demand movies and shows and stream or download your DVR recordings to watch even if you’re offline. Everything is included at no additional cost, Download the Xfinity Stream APP for your mobile device from Play store or Itunes.

XFI APP

Your services will include some of my favorite things about Xfinity service with xFi,you can view and manage every device on your network,Get alerts when new devices connect.Schedule bedtimes and WiFi time limits for your kids. Pause Wi-Fi during dinner. And more. Everything is included at no additional cost, Download the Xfinity Xfi APP for your mobile device from Play store or Itunes.
WIFI

Your services will include some of my favorite things about Xfinity service,Find millions of hotspots nationwide,including hotspots with enhanced Internet security. And automatically connect after signing in, to save data without a second thought. Everything is included at no additional cost, Download the APP for your mobile device from Play store or Itunes.

To find an Xfinity WiFi Hotspot, check the hotspot location map at wifi.xfinity.com or download the Xfinity WiFi Hotspots app from the App Store or Google Play.

REMOTE APP
Your services will include some of my favorite things about Xfinity service, Turn your phone or tablet into a TV remote. Explore On Demand and your DVR recordings. And, if you have X1, use voice commands to control it all. Everything is included at no additional cost, Download the remote APP for your mobile device from Play store or Itunes.

1) Be Warm and Friendly:

I completely understand/I can fully understand/I understand how important.. /Certainly/Happy to discuss/My pleasure/Great!/Brilliant!/Happy (holiday name)/Enjoy the rest of your day/Have a great evening



2) Own It:

Let me check what's going on?

I will be assisting you to get this resolved

Be more than happy to assist you with this

I can definitely help you with that

I can do that for you/ I can absolutely help you with that

Definetly I will make sure this gets resolved quickly for you.

We can certainly help you with this



3) Show Appreciation:

I appreciate you working thru it

We hate to lose you as a customer

Thank you for being a loyal customer

I appreciate you bringing this to our attention

We appreciate your feedback

We appreciate your business and it means a lot to us

I appreciate you providing me that information



4) Make It Effortless: (discuss relevant self-service and how to access)

Let me go ahead and pull up your account

As I can see it here

It shows here that

You can check the status of your technician any time in My Account

Paperless billing is hassle-free, convenient, green & secure

Any other questions

Anything else I can help you with





5) Read Actively and Respond Appropriately:

I can see you are contacting us for

As per my understanding (paraphrase)

So what I am hearing you say is

I see

I understand


Discover Needs:
Trouble Shooting: ask ITG questions

Billing: ask questions to understand what the customer is seeing on the bill and resolve

Video; Who, besides yourself, will be watching TV?

Tell me a little more about what watching TV is like when everyone's home

Any premium channels and/or Netflix

Internet: What does your family use the Internet for
Any gamers in the house ?

Does anyone ever work from home ?

What devices does your family connect to the Internet? Roku? SmartTV?

Voice How do you keep in touch with family and friends

Do you have a home phone ?/Do you call international?

XH (see next) any questions around smart home automation & security



1) Be an Xfinity Ambassador:

Some of my favorite things about (applicable Xfinity product) is that (feature/benefit) / that’s why I love my job

Mentions of Xfinity apps



2) Set Clear Expectations:

I am scheduling

Options for you are

Does that makes sense

Next month your bill will

A brief recap

To summarize what we discussed today I am updating your account (and does add notes per e360 notes policy)


Your payment for $XX has been successfully applied and your confirmation is

We can have a tech out there for you on (date) between) (Provide all appt disclosures)