Notes

In Case of No Auto Opening:
A Wonderful day! Thank you so much choosing Xfinity! This is Ritish, your Xfinity Ambassador for today. It will be 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.
In Case of Auto Opening
A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be 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.
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Authentication:
Can you please confirm me your first and last name on this chat for verification purposes.
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Toggle Script:
Please do not press the back button and also avoid using other application for us to stay connected without any interruption
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ASSURANCE-
Please be assured, as you have reached me today, I will take the ownership of your case and ensure that you get the best resolution with me regarding this!
I will do my best to get this done for you. Be assured I will make your experience best with my customer services.
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Information:
Thank you for helping me with this information, let me go ahead and pull up your account details, in the meantime, may I know how's your day going on?
Mine is well too, just enjoying a cup of coffee and serving kind customers like you. Thanks for asking.
Please allow me a moment, I am pulling your account details, meanwhile you can grab a cup of coffee ☕ :)
Thanks for letting me know, I really appreciate your time and efforts you have done before initiating this chat, this means alot to me
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Empathy and Correlation Statements:
I completely understand your concern. I surely will try my best to get this sorted over the chat.
I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. 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 can understand the importance of running cable as it is a world of entertainment and I have kids at home and know importance of cable as it's the important source of entertainment for them. You have reached to right agent. I will help you with nest possible resolution on chat.
Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is
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Apologize:
I am sorry your service is not working. I know that can be frustrating. I will be glad to help you resolve this issue.
I apologize for the inconvenience.
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Show Appreciation:
Thank you for being a valuable customer for such a long time. 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.
I appreciate your time, patience and efforts
Thank you for being my hand and eyes, it was possible only because of your efforts.
You have been a fantastic team player in helping me resolve your concern.
Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you
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Self help- Xfinity App
In the meantime, I want to share you that The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
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BAXA
Xfinity Hotspots App:
In the meantime, I want to share you that Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device. You can save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinity wifi" and just by logging in using your Xfinity username and password. Application is available on App Store and playstore for iOS and android devices.
Xfinity Flex:
In the meantime, I want to share you that you can 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.
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Xfinity App:
For Cable Customers:
The Xfinity app allows customers to easily gain access to self-help information and troubleshooting steps on their devices. Manage technician appointments, including rescheduling. Make payments and view billing information. Allows to manage account and view account information remotely. It allows you to view outage information Application is available on App Store and play store for iOS and android devices.
For Internet Customers:
The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
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Xfinity Stream App:
Turn any screen into a TV with the Xfinity Stream app — included with your Xfinity service. You never have to miss must-watch TV. Stream top networks, live sports and news, plus thousands of On Demand shows and movies on any device. Schedule and manage recordings from any device. Stream DVR recordings from anywhere. Download DVR recordings and watch offline. You can download the Xfinity Stream app on your phone or tablet from Play Store or App store. You can either watch online on a larger screen? Visit xfinity.com/stream.
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CLOSE Strategy script
It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat. Is there anything else I can assist you with?
I would love to hear about your chat experience with me today. If you’d like to share your thoughts, you can click the “end chat” option. I would appreciate any feedback on the service and experience I have provided.
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NAC
I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.
Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you.
It looks like you've possibly walked away, or have left our session. Thank you for contacting XFINITY Support.
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XFINITY MOBILE SALE PITCH SCRIPTS
Xfinity mobile can save you hundred of dollars a year on your mobile phone bill, can I ask who is your current provider is and how much you are paying monthly?
We’re also providing mobile service. Where, you can stream, browse, text everyone using your devices. You can have By the Gig or Unlimited data, no phone line or access fees and our data starting at just $15/month with powerful nationwide 5G network and millions of secure Wi-Fi hotspots included at no extra cost. Shall I go ahead and sign you up for Xfinity mobile?
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PAYMENT ARRANGEMENT SCRIPTS
As a customer myself I would to help you restore the services today however since the system have verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.
I hope you will not take this against me as I only want to be transparent and ensure to resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favorably.
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Customer experience
I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.
I must say it was a delightful experience for me to have a customer like you.
I can understand that you have been through a lot and I just want one thing form my customers their gratification which makes me happy as well.

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Calling
I wish I could call you but as I belong to Chart department, We do not have access to call, If you wish to speak to an agent on call I will request you to contact our team at 1800-934-6489 and press 1-1-2 to speak with live agent or schedule a call back using the link https://www.xfinity.com/support/schedule-callback!