Notes

POSITIVE PHRASES

· Thank you for bringing this to my attention, It will be my absolute pleasure to assist you.

· I will definitely look for the possible option to help you.

· I would love to hear your thoughts on the experience I was able to provide you today. If you’d like to share them you can click the “End Agent Chat” option at the bottom center of this chat session. - (Use at the end of the chat)





BE WARM AND FRIENDLY:



· I completely understand

· I can fully understand

· I understand how important.

· Certainly, I will check this for you

· Happy to discuss the available options

· My pleasure |Great! |Brilliant!

· Happy (holiday name)!

· Enjoy the rest of your day

· Have a great evening



OWN IT:



· Let me check what's going on?

· Surely, 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

· Not a problem, 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:



· I appreciate you working through it

· We hate to lose you as a customer - When customer contacts to cancel services

· 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. This is really helpful

· It was an awesome experience to have you on chat today. Is there anything else I can assist you with ?



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

· Paperless billing is hassle-free, convenient, green & secure

· Anything else I can help you with?



READ ACTVELY AND RESPOND APPROPRIATELY:



· I can see you are contacting us for ( e.g. your billing Issue)

· As per my understanding (paraphrase)

· So what I am hearing you say is

· I see

· I understand



DISCOVER NEEDS:



· Sure, let's take a look. Can you tell me more

· tell me more what do you like in your services?

· tell me more how you use your services?

· tell me more what are you most interested in?

· tell me more about the internet speed that you are looking at?

· tell me more about how many people are using the internet at your home and how are they using it?

· tell me more what are the channels you are most interested in?

· It looks like you have internet and TV with us. Let's start by focusing on the internet. Can you tell me more how are you typically using it today?

· tell me more what are you and the family watching on TV?



BE AN XFINITY AMBASSADOR:



· Some of my favorite things about (applicable Xfinity product e.g. Xfinity Mobile is the cost effectiveness, Multi-line Savings, Data your way) is that (feature/benefit) / that’s why I love my job

· Mentions of Xfinity apps



SET CLEAR EXPECTATIONS:



· Options for you are

· Does that makes sense?

· Next month your bill will be

· A brief/quick recap