Notes

A wonderful day! Thank you for choosing Xfinity, This is Monu, your Xfinity Ambassador for today. It will be a great pleasurer to assist you today.

How's your day?
How's it going?
How's your weekend?
That's wonderful to hear! I hope that your day goes greater and smoothly all through out!
It's been good.

Hi, How's your day
I'm sorry to hear that! Maybe I can help make things a bit better. What can I help you with today?

What does your name mean?
What interesting things happened this week?
What did you do on your last vacation?
What do you do when you hang out with your friend?
Do you have any pets? What are their names?
If you could have any animal as a pet, what animal would you choose?

Own It
Let's get this sorted out and make a restful day for you.
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



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.
Let me check's 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 absolutely help you with that.
Definitely I will make sure this get 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.
I appreciate you working through 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 business and it means a lot to us.
I appreciate you providing me that information.
I notice you are with us since _____ and with this I would like to thank you for being with us for over ______ years and counting. We appreciate your business.
Thank you for being on hold
Thank you for your patience
I noticed while authenticating your account that you've been with us for the last ____ years. 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.
That's not the experience we want you to have as a customer. We want to apologize for falling short



You have been a fantastic team player in helping me resolve your concern.
Happy to help
Thank you for being an awesome customer throughout the chat. We appreciate your business. Thank you for choosing Xfinity.
Thank you for your efforts, I truly appreciate it.



Make it effortless
Let me go ahead and pull up your account.
As I can see it here.
You can check the status of your technician any time in My Account.
Paperless billing is hassle-free, convenient, green & secure.
Anything else I can help you with.



Read Actively and Respond Appropriately.
I can see you are contacting us for
As per my understanding



Discover needs
Just to confirm, how many devices do you connect with you internet.
You love watching movies?
Since when you experiencing the issue & have you performed any troubleshooting steps?
Is the issue with one device or multiple devices?
May I know that what channels do you usually watched?
How many devices are connected on your Internet on the same time?



To make sure you're getting the Internet that best fit your needs, could I ask how many people in your home use the Internet.
Do you prefer streaming or gaming?
May I know what channels do you frequently watch?
How many devices do you simultaneously use when connecting to the internet?
Billing: ask question to understand what the customer is seeing on the bill and resolve
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?
Do you have a home phone?

Be an xfinity Ambassador
My account app option


set Clear Expectations.
I am scheduling
Options for you are
Thanks for the information. I appreciate you taking time in reaching out to use. I am more than happy to quick hlep you fix your issue so you can enjoy your Services.


Opening
Good evening Thank you for contacting Xfinity chat support. My name is Monu. Who do I have the pleasure of assisting to today?

Relate statement
I apologize for the inconvenience caused and I will put my best efforts to resolve the issue.
I totally understand your concern. I know remembering a passwords is not a easy task as I also forget my passwords sometimes. However I will definitely help you to reset password. Do I know first and last name?
As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you.
I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Let me go ahead and check the root cause of the issue and fix it.

Authentication
Please provide your Comcast account number.
Could you please help me with the complete service address along with the zip code ?
What is the last four digits of your social security number?
Can you provide me with the Modem Serial Number? It is written on the back panel of modem above the bar code.
I can't seem to find an account with these details. Could you give me the full service address that appears on your online account or bill?
Your online account has important information like emails, address book contacts, call logs etc. and that is why we have all these security checks in place.
I can connect the chat however my manager will have to follow the same steps of authentication to reset the password. This verification process is to keep your account security intact.
I apologize however the account holder or authorized person can only make changes on the account.


Assurance
Let's troubleshoot together to make it work for you
I completely understand your concern. I surely will try my best to get this sorted over the chat.
Thank You.
Perfect.
Got it.
You're welcome.
Great.

Internet issue
Are you using a wireless or wired internet connection?


Hold statement
Let me pull up your account I request you wait for 1-2 mintues.
I notice you are with us since _____ and with this I would like to thank you for being with us for over ______ years and counting. We appreciate your business.
Thank you for being on hold
Thank you for your patience
I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.
Please stay connected while I am still working on it.

Cable issue
Let's go ahead and troubleshoot the cable issue for you.
Let me trouble shoot the box to make the missing channels available for you.
Let me trouble shoot the box to get all the audio settings corrected.

Outage issue
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.
For future reference, you can sign in to https://www.xfinity.com/support/status and know about ongoing outage in your area. You can also update your phone number to get text message as soon as your services are restored.
I am checking the outage details in your area.
There is an outage and our team is working to resolve it. We expect it to end by ….

Password reset
The reset code is sent on email/ phone no.
Please note that you will be able to verify the email address/ phone number updated on account only if connected to Xfinity home network.
I will provide you the login link and reset code to set up a new password, reset code will be valid for 15 mins.
Please follow the steps on the link : https://idm.xfinity.com/myaccount/reset
Please confirm me on chat once you are able to login
The registered mobile number on your account is ......, we will send the password reset code on this number and you will receive that in 1- 2 minutes. This code will expire in 15 minutes.
The registered email ID on your account is ......, we will send the password reset code on this email and you will receive that in 1- 2 minutes. This code will expire in 15 minutes.
As you stated that you will not be able to get the reset code on your email ID on the account , I would request you to please call our customer service assurance department at 1-888-565-4329 between 6 am to 2 am ET/seven days a week.

Internet speed issue
I apologize for the inconvenience, I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it
Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will check the status of equipment in the system and help you. Please confirm the WiFi Network name you trying to connect ?

Acknowledgement
I apologize for the inconvenience. Let me help you right away with your issue.
I apologize for the issue you are experiencing with internet services. Let me quickly take care of this.
I apologize for the issue you are experiencing with cable services. Let me quickly take care of this.
Let's troubleshoot together to make it work for you


End statement
Do you have any other questions or concerns I can help you with today?
Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?
Thank you for contacting Xfinity. Have a wonderful day!

Modem support nhi kar rha
I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Please go to http://mydeviceinfo.comcast.net to see a list of supported modems.


I can certainly understand the disappointment here. I will be sharing strong feedback with my relevant team so that we can improve our service.

I have raised the complaint to the relevant team so that they can take the necessary action.
I wish I could but I am not able to do it. I request you please wait as soon as possible you will be update.

I personally do not like disappointing the valuable customer, rest assured that definite steps will be taken to have this resolved.

Please be assured that the necessary action will e taken to reduce such instances.