Notes

Wonderful Evening! Thank you contacting Xfinity Chat Support. Feel free to call me xxx. May I know the first and last name of the awesome customer I am assisting and your concern please?
Please do not press the back button and also avoid using other application for us to stay connected without any interruption.
I completely understand your concern. I surely will try my best to get this sorted over the chat.
I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.
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 apologize for the inconvenience, 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 am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.



I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you
Please allow me 2 minutes to check the account information for you.

Have you made wired connection between modem and any of your device?
Do you see any error message or code on TV screen?
I have done the modem health check.
System is indicating that there is something wrong with the modem bootfile, let me updating and synchronizing it, it will take 2-3 minutes, please stay connected.
I apologize it is taking more time than usual, I understand the importance of your time, please stay connected.



Please unplug the modem, wait for 30 seconds then plugin back, please let me know once done.
As I can see the modem is offline and not receiving the signals at your end. Could you please confirm the power light status, is it on, off or flashing?
An automated check is communicating with the modem to register it online. It will take 3-4 minutes, please stay connected.
I am updating your whole network and service module, it will take 2-3 minutes, please stay connected.
Please try to access different websites or apps to make sure that everything is working fine.

I would like to inform you that the password reset would be handled via self service option.
As I can see you haven't updated any third party email on your user profile to receive the password reset link.
Let me update it for you. Please confirm the email you wish to update on your user profile.



I have updated the phone number/email, please click on the link you have received to verify the email/phone number.
You should be connected to the in-home wifi while verifying the email otherwise the network will not recognize your address.
Then launch the Myaccount app and click on forgot password option. It will further give you an option to receive the password reset link over your phone number.

Meanwhile as I can see you have got xfi enabled modem, however you haven't got the Xfi complete merged with it, it gives you the access to unlimited internet, xfi advanced security and chance to get all way free of cost xfi pods to ensure seamless connectivity if any dead spots will be found at your place. Your estimated recurring monthly bill will be $40.56, including $0.56 of estimated monthly taxes after $10 discount on auto pay and eco bill. Currently you are paying $39.98. Sounds good?



You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?

I have processed the order, this is your order reference number , you will receive the shipment within 3-5 business days, once you receive the shipment please plugin the equipment and activate it via Xfi app or visiting at xfinity.com/activate so that you do not need to reach us again to activate it.

I would like to inform you that the modem didn't registered online in allotted time, system is indicating that everything is working fine at our end, there is something wrong at your end, it seems there is something wrong with the outlet or Comcast line, therefore the tech appointment is needed to investigate the issue further to get it sorted, may I go ahead and check the available slot for you?
System is indicating that the modem didn't registered online in allotted time as it is not connected in an active coaxial outlet or incorrectly installed. Therefore, the tech would be needed to install the modem. The tech will visit your place, install the active coaxial outlet and run the line from outside, may I go ahead and schedule the tech for you?
I have already confirmed the soonest slot, however I will put you on waiting list to for the sooner appointment, the tech will contact you prior to the visit to confirm your availability at home.

Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?
It is pleasure to chat with customer like you. You have shown utmost cooperation and it is heart warming.
Once the chat is over your will get the page where I would appreciate your feedback for the assistance and experience I have provided during the chat. I hop you have an amazing day ahead. ❤️


APPRECIATION & RELATE
Relate/Issue Acknowledgement
Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will check the status of equipment in the system and help you. Please confirm the WiFi Network name you trying to connect ?
I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue. May I have your name and address please?
I apologize for the inconvenince, 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.
Thank you for letting us know about this. Nothing to worry, we can take a look on your account for us to know what is keeping you from activating your modem. Rest assured we are here to help.
I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you
I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.
I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Let me go ahead and check the root cause of the issue and fix it.
I totally understand the value of internet service for you and will surely take care of it for you.
I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored.
Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.
Appreciation / Pleseantries
I notice you are with us since _____ and with this I would like to thank you for being with us for over ______ years and counting. We appreciate your business.
Thank you for being on hold
Thank you for your patience
I noticed while authenticating your account that you've been with us for the last ____ years. 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.
That's not the experience we want you to have as a customer. We want to apologize for falling short
You have been a fantastic team player in helping me resolve your concern.
Happy to help
Thank you for being an awesome customer throughout the chat. We appreciate your business. Thank you for choosing Xfinity.
Thank you for your efforts, I truly appreciate it.
SELF-SERVICE & BAXA
Xfinity xFi App
I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.
I would suggest to give it a try. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview
Xfinity My Account - Internet Troubleshooting
Mr. Customer, you can also try to fix internet issue, check for service outages, pay bills, manage your account online - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.
All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.
You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.com/support/articles/do-my-account-app
Scheduled Trouble Call
On the day of the appointment you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws close. You can easily view the information via Xfinity My Account App.
I would recommend to give it a try for the upcoming appointment and check the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on https://www.xfinity.com/support/articles/my-account-app-view-tech-eta
Something that can help you is that, with your smart phone, you can download our free and very helpful Xfinity My Account app. With this app, you can see this appointment scheduled. Also, see an estimated time of arrival for the tech, when he provides one. I can send you some information about this app through text or email if you are interested?
Xfinity Hotspots
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.
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
You may take advantage of our Xfinity Hotspot. 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 "xfinitywifi" and just by logging in using your Xfinity username and password.
Xfinity My Account - Cable Troubleshooting
Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.
My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting
Xfinity Flex
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.
PROBING
Discover Needs (Issue identification)
Since when you experiencing the issue & have you performed any troubleshooting steps?
Are you experiencing the issue on Wired or Wi-Fi connection?
What is the Wi-Fi Network name you are trying to connect ?
Please confirm the distance between the modem and device on which you are getting slow speed ?
Is the issue with one device or multiple devices ?
What is the error code you are getting on the TV screen ?
Have you restarted the device ?
What is error you are getting while trying to connect with Home Wi-Fi ?
Please confirm the Xfinity remote model ?
Are you able to login to your account ?
Discover Needs (Lifestyle Needs)
Just to confirm, how many devices do you connect with your Internet?
How do you normally use your Internet?
Do you stream movies/shows online?
You love watching movies, Customer ?
May I know what channels do you usually watched?
How many devices are connected on your Internet on the same time?
To make sure you're getting the Internet that best fit your needs, could I ask how many people in your home use the Internet?
Do you prefer streaming or gaming?
May I know what channels do you frequently watch?
How many devices do you simultaneously use when connecting to the Internet?
Product Question
Xfinity Internet How do you normally use your Internet?
Xfinity TV What channels do you watch?
Xfinity Voice What type of plan do you use for your current international calling?
Xfinity Home How do you feel about security in your home and neighborhood?
Xfinity Mobile Who do you have for mobile service?
Xfinity Flex What do you currently stream?
Xfinity X1 What do you like to watch?
Xfinity xFi Advantage How do you feel about internet security, such as preventing hackers and malicious websites?
BASIC PACKAGE DETAILS
TV -
Packs
BASIC - 10+
EXTRA/SAVER PRO +/STARTER PRO + - 140+
Preferred - 200+
Internet -
Speed
Performane Starter - Speed good for upto 4 devices
Performance - Speed good for upto 5 devices
Blast - Speed good for upto 8 devices
Extreme - Speed good for upto 11 devices
Extreme pro - Speed good for upto 12 devices
Gigabit - Unlimited devices
Double Play: Extreme & Extra
In the package you will get 140+ cable channels including HD channels, Sports, News, Kids and Entertainment channels and and Extreme Internet speed of 400 MBPS. This speed is good for, Streaming in HD on multiple devices, Multiplayer gaming and good for up to 11 devices at the same time. The package price is $____, the monthly bills will reduce by $10 if you sign up for Eco-Bill and Auto Pay.

Double Play: Gigabit & Basic
In the package you will get 10+ local channels including HD channels with access to StreamPix services, Gigabit Internet Speed with reliable Internet speeds. Downloading for today's ultra-connected household, Streaming through the ultimate WiFi experience and enjoy superior multigaming experience. The package price is $____, the monthly bills will reduce by $10 if you sign up for Eco-Bill and Auto Pay.

Double Play: Extreme PRO & Extra
In the package you will get 140+ cable channels including HD channels, Sports, News, Kids and Entertainment channels and Extreme Pro internet speed of 800 MBPS Speed. This speed is good for streaming with extreme speed, multiplayer gaming, multiple heavy file downlaodings and you can connect upto 12 devices at same time. The package price is $____, monthly bills will reduce by $10 if you sign up for Eco-Bill and Auto Pay.

Double Play: Extreme & Preferred
In the package you will get 200+ cable channels including HD channels including sports, kids, entertainment channels and Extreme Internet speed of 400 MBPS. This speed is good for Stream in HD on multiple devices, Multiplayer gaming and can connect up to 11 devices at the same time. The package price is $____, monthly bills will reduce by $10 if you sign up for Eco-Bill and Auto Pay.

WORD THAT WORK
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
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
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
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
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
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
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
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)