Notes

We can use below script to pacify the customer comes with billing/ high price scenarios.

General Price Increase
• "I'm glad you called us today, and I understand an increase in your bill is an unwelcome surprise. Don’t worry, I can help."
• "As a customer myself, it's important for me to know when there are changes to my bill. Let's look at your bill together."

Service or Package Price Increase
• “I know it’s concerning when prices change. There's been an increase to your monthly rate. Let’s talk about how you use your services to make sure you have the right package and features for you.”

Contract Price Increase
• “We really appreciate you taking advantage of one of those great offers! The promotional price you accepted isn’t changing. Some charges that weren't part of the promotional price, like TV Boxes, the Broadcast TV Fee or Regional Sports Fee are increasing.”
• "Thank you for being such a loyal customer. I see you're saving $XX.XX a month with your current package in a 24-month contract. From time to time, we may need to adjust fees that aren’t part of the contract."
Note: The Customer Approval script says: "Equipment, taxes and other charges are subject to change during your promotion or term contract."

Competitive Mention or a Request to Remove a Line of Business
• “We appreciate your loyalty. Together we can find a package that fits your needs and budget, and you can avoid the hassle of switching to someone else.”
• “I understand reevaluating your service needs. We have a lot of options. Do you mind if we talk about how your family or household is using the services?”

Frustration with Broadcast TV or Regional Sports Network Fee Increase
• “I review my bills and if I have a question or concern, I call too. I’m glad you've reached me. We break out this fee to be more transparent about the cost of providing stations on our cable network."
• “I know it’s concerning to see your bill increase. Costs to provide content continue to go up and our priority is to remain transparent, so we keep these fees separate.”

Doesn’t Watch Sports
• “We offer a great selection of channels with your package including entertainment, news and regional sports networks. We strive to be transparent so there's no misunderstandings in how we charge. Let's talk about the channels you like.”

Works or Attends School from Home
• “Many of us, including myself, are working from home, and we all need fast and reliable service. Do you mind if I ask how your speed is working for you?”

Unable to Pay or Repayment Plan
• “This has been a difficult year for so many of our customers. We have options available to help our customers keep their services active.”
• “I’m here to support anyone who needs help paying their bill. You’re not alone. Let's go over some of the options we have available for you.”

My bill went up and I didn’t change any of my services, why is this happening?
• Customers leaving an introductory deal: We offer introductory pricing to our new customers as a way for you to try our products and services and ensure they are a perfect fit for you. While your introductory pricing period has expired, we do also offer special promotions for our existing customers. Let me take a look at the current offers to see what’s available to you at this time.
• Customers leaving all other types of deals: I reviewed your account and saw that you were placed on a special monthly rate, which expired as of (insert date if available). I would be happy to look at our other packages and offers to see if there is a better fit for you – may I ask you a few questions about how you took advantage of our services during your deal period?
Why am I paying more than my friends or family who are new customers?
We are committed to delivering the best-in-class products and services and continuously invest in technology and innovation. Our pricing is reflective of that. We make every effort to extend fair and reasonable pricing based on the value and reliability of our services. With that in mind, I would be happy to look at your account and see if any deals are available to you at this time.

My price went up and I want to go back to paying what I was during my deal. Can you help with that?
That deal is no longer available to you, but we can explore current options and see what might work best. Would you mind if I ask you a few questions to ensure we maximize your savings today? In addition, you can also explore more deals by following the link: Www.Xfinity.com/offers

I signed a 2-year contract, why is my bill increasing?
The contract term and the deal you were in are on different schedules. Your deal ended (insert date if available), but your contract with Xfinity lasts through (insert date if available). I would be happy to look at our other plans and offers to see if there is a better fit for you. In addition, you can also explore more deals by following the link: Www.Xfinity.com/offers