Notes
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opening script alongside effortless introduction:
thankyou for calling xfinity, my name is Prashant , whom do i have pleasure of talking to with.....
cx....
probing and paraphrasing:
hi mr.cx how are you doing today
PAUSE
so as I can see in my system that you are facing some issue with the ….. and socan you please confirm
cx.
thankyou...
appreciation and owning it:
I really appreciate you for your time and patience I know time is everything and you're sharing your valuable time with us and I will try my level best for giving you the best resolution and trying to solve this concern as soon as possible and also you've reached the right person so you can sit back and just relax now cause i am here and I will definitely do my work and solve this concern now.
cx.
start Einstein chat or Eronext:
set clear expectation regarding the expected resolution towards the end of the call:
so Mr. cx I will have to run some system checks in my system and will get to the end result however if it couldn't be solved through here I would surely send a technician to your place because it will be required to see the place from there first to identify the problem in depth and that would be our at most resolution and just making sure that you get your resolution as soon as possible.
share self help/rewards/xfinity mobile / rapport building:
Mr. cx as I can see that ….
provide resolution:
…
additional assistance :
so Mr. cx after this resolution is there something else i can help you with or you might be having any concern about anything I will be more then happy to help you.
other services working fine or no:
also Mr. cx. is every other services apart from this service which we just resolved is working fine or not can you please confirm.
summarization:
so to summarize your call Mr. cx you have called us for … and the resolution given by me to you are you happy with that .
closing script:
amazing ! i appreciate any feedback provided on the services and the experience that i have provided you with. thankyou for choosing xfinity we appreciate your bussiness and customers like you and for being a valuable customer .. hope you have an amazing day rest of the day take care goodbye.
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