Notes

Word that works-

1) Be Warm and Friendly:
I completely understand/I can fully understand/I understand how important.. /Certainly/Happy to discuss/My pleasure/Great!/Brilliant!/Happy (holiday name)/Enjoy the rest of your day/Have a great evening

2) Own It:
Let me check 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 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

3) Show Appreciation:
I appreciate you working thru 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 feedback
We appreciate your business and it means a lot to us
I appreciate you providing me that information

4) 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
You can check the status of your technician any time in My Account
Paperless billing is hassle-free, convenient, green & secure
Any other questions
Anything else I can help you with

5) Read Actively and Respond Appropriately:
I can see you are contacting us for
As per my understanding (paraphrase)
So what I am hearing you say is
I see
I understand

6) Discover Needs:
Trouble Shooting: ask ITG questions
Billing: ask questions to understand what the customer is seeing on the bill and resolve
Video; Who, besides yourself, will be watching TV?
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? Roku? SmartTV?
Voice How do you keep in touch with family and friends
Do you have a home phone ?/Do you call international?
XH (see next) any questions around smart home automation & security

7) Be an Xfinity Ambassador:
Some of my favorite things about (applicable Xfinity product) is that (feature/benefit) / that’s why I love my job
Mentions of Xfinity apps

8) Set Clear Expectations:
I am scheduling
Options for you are
Does that makes sense
Next month your bill will
A brief recap
To summarize what we discussed today I am updating your account (and does add notes per e360 notes policy)
Your payment for $XX has been successfully applied and your confirmation is
We can have a tech out there for you on (date) between) (Provide all appt disclosures)

Positive scripts-
I really appreciate your efforts in trying to resolve this before coming on chat with us.

Thank you so much for your patience and cooperation all throughout our chat session.

I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.

We really appreciate your efforts prior this chat. Let me take care of it now.

You have been very patient and amazing with me today. Will there be anything else I can help you today?

Thank you for being a valued Comcast customer and giving us the opportunity to work on a resolution.

We appreciate your loyalty and business with Xfinity and we are working 24*7 to provide you the best class service.

I want to take this opportunity to thank you for staying with the Comcast family for so many years. It's awesome and we appreciate your business and loyalty.

Thank you for your time and patience.

Thank you for performing all the troubleshooting steps.

I appreciate you providing me the needed information.

Thanks for confirming.

It is my pleasure to be of assistance. Thank you for choosing Xfinity! We appreciate your business with us. Have a wonderful day ahead.

As I see you are a loyal customer from ….. Thank you for your support. Also, we really appreciate your business with us.

Thank you for being a part of our Xfinity family. We value your business and appreciate for choosing us as your service provider.

For new Xfinity customers

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

Fantastic! I feel the excitement for you to start Xfinity services. Let me help you to have it working.

I really appreciate that you have been really kind and supportive with me through out this chat.

Usage of positive statements on issue resolved cases like :-

Fantastic! I'm glad that we were able to fix your issue. Hope you enjoy the service. I appreciate your patience and effort working with me today

Fabulous! It was nice to help you. Anything else may I help? Or any other (issue) need to fix

Got it! I will have it noted on your account. I appreciate your cooperation in troubleshooting with me. I just want to make sure everything is covered while you still have me, is there anything else I can help you with today ?

Refresh has been successful. Now, please turn off your TV, unplug it from the power source for 15 seconds and restart it

I have successfully sent the reset signals. An automated system check has identified the modem is online. Please check if you can connect now

Sure, thanks for hearing me out. I appreciate it

Glad we could work things out

I really appreciate it

It's you who we need to thank.

For faster resolution, I have made sure that I left complete notes in your account for the next representative to know what we have worked on in this chat.

I really appreciate your efforts and patience and as well as I would like to also appreciate for business relationship with Comcast.