Notes

Transfer Scripts:-
1. I noticed that you were speaking with another representative. Please give me a moment while I review your previous interaction. I'll be happy to pick up from where you left off.
2. Hello , welcome to xfinity support. My name is Akshay. Allow me 2-3 minute to review your previous conversation so that you will not have to repeat yourself and this will be taken care as soon as possible. Your patience is appreciated here.
TOG:-
I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience.
use once customer Share the issue:
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.
Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.
I will definitely help you to get the internet speed you are paying for. Please be rest assured.

Thanks for specifying your concern. I understand the importance of a proper working television service in this world full of entertainment and infotainment.
I will definitely help you to get your television service working back again. Please be rest assured.
Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.
Thanks for specifying your concern. I will definitely help you to cancel the technician appointment.Please be rest assured.
Thanks for specifying your concern. I will definitely help you to reset the password. Please be rest assured.
USE ON EVERY CHAT
Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}
CALL REQUEST
---------------------
I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you.
However you can share your query with me here on chat and I will try my best to resolve it.
Since you’re looking to have a word with Voice representative, please call us at 1800-934-6489 Xfinity and follow the interactive voice response to have a word with live agent.
Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services

Verification scripts
1. Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.
2. Thank you for verifying the account before the chat. I appreciate your efforts and cooperation
3. Further to ensure the security and integrity of your account please help me with your 16 digit comcast account number or
last 4 digits of social security number (ssn) or you best best contact number on which I will send one 6 digit authentication code.
When cust says why authentication is required ?
4. Authentication process is necessary to protect your account from unauthorized access and fraudulent activities. Xfinity takes all the necessary steps to ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.

5. As I have checked you are not a authorized person on the account. To proceed further we need authorized person on the chat . This is to ensure the privacy and safety of account. Please get the authorized person on the chat.

TENURE AND BUSINESS APPRECIATION
--------------------------------------

I noticed while authenticating your account that you've been with us for the last sometime. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for
being a valuable part of Comcast Family.

(IF CUSTOMER IS NEW)
Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

HOLD :-
Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.
Thanks for staying connected till I fetched your account details. I appreciate your patience.

Closing statements #
1. You were awesome to work with ! Thank you for choosing XFINITY !! We do appreciate your business and loyalty with us. Have a great and awesome day!
2. It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else I can assist you with today?

TECHNICIAN VISIT
-------------------------------------------
As long as issue is from comcast end you will not be charged for the technician visit and the technician. will let you know in advance if there are any charges applicable . So if there is your consent then only he will proceed with troubleshooting.

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.
We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.
I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

This also to avoid similar inconvenience in the near future and it normally cost $100 for servcie visit. But no worries if the issue is caused by Comcast then the technician fee will be waived off.
Please help me with the best contact number to scahedule the technician.
I am checking for the earliest availability of technician to fix this for you.

We have a technician available on between . These are the earliest time slots that I could get for you as all the slots earlier than these are completely occupied. Is this fine with you?
I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that.
Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.
There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:
There will be a automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
If you are not available for the technician visit then anyone can be there who speaks english and is above 18 years.
They just need to have a copy of ID proof and a letter from you authorizing the person to be there on behalf of you
You will also get an email with all the details of appointment scheduled.
You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.

UID PASSWORD RESET
------------------------------------
Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or wifi password?
As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option.
To reset the password, first we will need to register either phone number or non comcast email address on your account and then only we will be able to reset the Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own.
If you choose to register your phone number make sure it's a smartphone number and phone must be connected to your own Xfinity wifi (in home network).
Similarly if you choose to register the non comcast email address, the device through which you will access the email must be connected to your own Xfinity wifi
(in home network).
So please confirm are you connected to your own Xfinity wifi ?
I have successfully registered your phone number or non comcast email address on the account. However before we reset the account password you will need to verify the
phone number or non comcast email address. And to do this you might have received one sms or email with the verification link mentioned in it.
Please click on that link and verify the same. Confirm once done.
Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number
or non comcast email address. Finally enter your new password.
Confirm on you are done.

Since you are not connected to inhome wifi we will not be able to register the rcovery options that your non comcast email address ot phone number on account.
Hence we will not be able to reset the passsword in this way.
However I have 2 alternative ways for you
1) As per first option I will add the details now on account and once you reach home and get connected to home network you will get one verification email or text.
Using that you will need to verify the email address or phone number and upon successfull verification the details will get registered on account.
After that you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.
2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password.
Please let me know how you would like to proceed ?


NPS close statments:
--------------------------
I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.
Cheers to our team work
It was delightful experience to have such an amazing customer like you on chat. Thank you for the oppertunity and patience and being a wonderful troubleshooting partner.
I must say you are the best person I chatted today who really understand and willing to cooperate with us ..
Is there any other issues I can help you with ? I want to give you best Comcast Customer Experience ,
Great! 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
Is there anything else I can help you with for today?
I hope I have cleared all your concerns for today?
Apart from this issue is there anything else I can help you with? I want to make sure that you a wonderful customer service experience.
Thank you for contacting xfinity support. Have a great day ahead.

OUTAGE AND OUTAGE CREDIT
----------------------------------------
I would like to inform you that there is an outage in your area due to that your services has been impacted . The estimated time of outage resolution is
Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable and you will receive the credit for the time you are facing interruption in your services.
DONT PROVIDE UNTIL CUSTOMER ASK FOR THIS
For the outage interruption I am also applying $ credit on the account.
The least that I can do right now is to atleast apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.
Credit will be reflected on your online account within 24 hrs and on your next bill.

PAYMENT arrangement Scenario
What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Lets work together, to resolve this for you. Sounds like a plan?
I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so.
As a customer myself I would to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
The payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.

Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.
I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans

SELF HELP
--------------------
( for all types of internet issue)
Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and
manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.

(in case you schedule tech)
You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.
(in case you schedule tech)

Using the Xfinity My Account App, you can reschedule or cancel an upcoming appointment, as well as add it to your calendar.

1) Download the Xfinity My Account app from Apple appstore or GooglePlay.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select " add to calendar" to have a reminder added to your device's calendar.
5) If you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.

( for all types of internet issue)

I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.
I would recommend/suggest trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview

CUSTOMER APPRECIATION
--------------------------
I appreciate all your working before coming on chat to fix the problem from your end. Now let me take care of this for you.
Till then you can relax and grab a cup of coffee.
I appreciate the attempts made by you to fix the problem from your end.
I appreciate all your working with me. You are doing really great. Please stay connected.
I appreciate your patience. Please stay connected.
Certainly I acknowledge your patience. I am trying my best to resolve the problem as quickly as possible. Please stay connected.
I appreciate your patience. We are almost close to the conclusion. Please stay connected for some more time.

Opening:
A wonderful day! Thank you for choosing Xfinity! This is Agent Name, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)
Kindly tell me more about your concern and lets start working on it
Assurance/Appreciation:
Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services
Usage Of Xfinity Reward Script for all eligible Accounts:

Be Warm & Friendly:
#
I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion.
(Appropriate Empathy, Relate to the customer situation)
#
That's wonderful to hear! I hope that your day goes greater and smoothly all through out!
(Acknowledgement to customer’s response on “How are you doing today?/How’s your day going so far?)
#
A wonderful day! Thank you for choosing Xfinity! This is
Agent Name
, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :) Kindly tell me more about your concern and let's start working on it.
(Positive Greeting, Owning the situation
Own It
#
Let’s get this sorted out and make a restful day for you.
(Confidently owning the situation)
#
Let me go ahead and see what we can do together to get this taken care of. To begin, I will now run some diagnostic checks on your modem
(Assurance with clear expectations)
#
I can see your device is performing well on the Xfinity network, so let's dig a little deeper to determine if there are other issues.
(Instilled confidence by giving assurance and owning the situation)
Show Appreciation
#
You are part of our Xfinity family, we will take care of everything for you , I just want you to relax and as this issue is on us and we will bring back your smile.
(Making the customer feel valued, showing urgency to the customer’s issue)
#
I see here that you have been with us for years now. What a milestone!
(Acknowledging the customer’s long term relationship with Comcast)
#
In meanwhile, I was going through your account and can see that you have been using our services since “
Enter Year
”. I appreciate your loyalty and business with Xfinity. (
Acknowledging the customer’s long term relationship with Comcast)