Notes

--------------: opening :-----------------
A wonderful day! Thank you for choosing Xfinity! This is Nishant, 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.
-------------: closing :------------
Thank you for being a wonderful customer , It was really nice chatting with you and Thank you for contacting Xfinity Chat support. Have a Fabulous Day. Enjoy beautiful day with family and your loved ones
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-------------: SELF-SERVICE & BAXA :--------------
------------------------:Xfinity My Account - Internet Troubleshooting:-----------------------------------
customer name , you can also try to fix internet issue, check for service outages, pay bills, manage your account online - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.
All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.
You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.com/support/articles/do-my-account-app
------------------------------: Scheduled Trouble Call :-----------------------------------------------
On the day of the appointment you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws close. You can easily view the information via Xfinity My Account App.
I would recommend to give it a try for the upcoming appointment and check the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on https://www.xfinity.com/support/articles/my-account-app-view-tech-eta
Something that can help you is that, with your smart phone, you can download our free and very helpful Xfinity My Account app. With this app, you can see this appointment scheduled. Also, see an estimated time of arrival for the tech, when he provides one. I can send you some information about this app through text or email if you are interested?
-----------------------: Xfinity My Account - Cable Troubleshooting :----------------------------
Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.
My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting
-----------------------------: Xfinity Flex :-------------------------------------------
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote.
Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost.
Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.

_______________________________________________________SENTIMENTS__________________________________________________________________
-----------------------------:BE WARM AND FRIENDLY:----------------------------------------
-----------------------------------: 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)
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
-----------------------------: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 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
-------------------: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
-------------------------------Read Actively and Respond Appropriately------------------------
--------------------------------: 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
------------------------------: 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
---------------------------------: 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)
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

Manage Tech appointment
---------------------
In future, you wish to change or cancel your service appointment:
1. Log in to the XFINITY My Account app.
2. Your service appointment will display at the top tile.
3. Tap on the appointment to bring up a list of available options, including Add to Calendar, Reschedule Appointment or Cancel Appointment.
4. If you choose to reschedule, a list of available dates and times will be displayed.

To manage your upcoming service appointment:
1. Log in to the XFINITY My Account app.
2. Your service appointment will display at the top tile.
3. Tap on the appointment to bring up a list of available options, including Add to Calendar, Reschedule Appointment or Cancel Appointment.
4. If you choose to reschedule, a list of available dates and times will be displayed.

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Tech appointment
------------------
On the day of the appointment, you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws closer. You can easily view the information via Xfinity My Account App.

I would recommend trying it for the upcoming appointment and checking the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on www.xfinity.com/support/articles/my-account-app-view-tech-eta

If you are not available for the 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 your behalf
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Tech charges
------------------
No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.
* The issue with certain from Comcast end then there will be no charges else technician will be inform you about the charges.

I totally understand your concern for paying Technician charges, however when you opt for Self installation Kit for your devices and installation, it is mentioned in the digital approval that if you are not able to self install the devices and you require technician to visit your premises. Technician will ensure he install the product correctly, Verify the Download and Upload speed, will Test The signal, Will ensure proper hook up of your equipment and comcast equipment and will educate about service and Troubleshooting.
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Outage scripts
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We will get disconnected on this chat once this action is made. However, please do not close this chat session since we will be reconnected once the device is back online.

Your patience would be highly appreciable and rest assured that you will receive the credit for the time you are facing interruption in your services and our billing department takes care of it.

As I have checked in your account, There is an outage in your area and our Engineers are still working on it. It will be fixed on ___ Moreover I can also arrange the call back for you, So once it will be fix, You will also get the call back from our Engineers.
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