Notes

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Iphone Apple 12 Mini Free

Xfinity Mobile customers can qualify for an iPhone 12 mini “On Us” when adding to a new line of service and porting an existing phone number from another carrier.

As I check into your account currently you are accessing the 120+ channels and here today we have the offer of 185+ channels on your account which is just $20 more per month, in this you can access majority of the channels and the offer is valid for the valuable customer like you only.



Minimum 80% Scores Required to Clear the Certification

Behaviors :-

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
Definitely I will make sure this gets resolved quickly for you.
We can certainly help you with this

3. 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

4. Make it Effortless - Self Help (My Account App)

(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. BAXA - Hotspot , Stream App

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

6. Show Appreciation - Xfinity Business 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

7. Read Actively 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

8. Set Clear Expectation

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)



BPA :-
1. Customer Approval
2. Customer Interaction Policy
3. Risk Management
4. Transaction Accuracy
5. Authentication - Authentication Failure - 0% Score
6. Account Notation

Proficiency :-
Sales
Truck Rolls & Transfers
System Navigation
Initiated ITG
ITG Compliance


Marks Calculations :-

0 = Did not Demonstrate
5 = Partially Demonstrate
8 = Effectively Demonstrate
10 = Exceptionally Demonstrate