Notes

Customer, could you please confirm that which bill exactly you are talking about?
I would request you to open your bill side by side so that you also have a look on what I am explaining you so that you have a better understanding.
Meanwhile, I am checking your details, may I know how was your day so far?
Customer, please allow me couple of minutes, system is taking a bit longer time then usually.
Customer, have you heard about Xfinity my account app?
Don't worry, let me quickly share its features you can see your bills, make your payments, manage your bill preferences, make appointments, do basic troubleshooting and many more.
Customer, please allow me 3-4 minutes so that I can pull up your details and provide you with best possible outcome.
I would request to get the account holder on the chat.
I completely understand customer how important to maintain your bills.
I am a consumer myself and can relate to your situation how painful it is when you are over charged.

Examples of Empathetic Statements
I understand the importance of working internet connection in these days
I completely understand how you feel [First Name].
I understand how it must have impacted your work.
I have experienced a similar problem recently so I understand what you are saying
Thank you for your understanding [First Name], we are doing everything to resolve your problem quickly.
Chris, I understand the problem and will be happy to help you. Let’s see what I can do.
If I were in your position, I would feel the same way
I would be asking the same questions as you are.
You are totally right.
I would come to the same conclusion.
I understand where you're coming from. I've experienced it too.
You were absolutely right to bring this to my attention, so I can immediately [INSERT ACTION]
Now that I’m aware of the situation, we can look to fix it by [INSERT SOLUTION]
I can understand how difficult to watch movies without audio
Being a Netflix fan, I understand how it feels when we are not able to watch our favourite shows due to internet issue

Relate Statements
I am a consumer myself and can relate to your situation
I can see how important this is to you.
I was in this situation the previous week
I can imagine this might feel…
I understand where you are coming from, I was in this situation a week back when the movie was buffering a lot
I understand how it feels when you are not able to get in touch with your loved ones
It is certainly not easy to remember so many passwords
I understand, with so many passwords to remember, I too tend to forget it
Apps makes your life simple and easy, I can understand your situation
As a customer myself. I understand your concern.
I would feel the same in your situation.
As a customer myself, I can feel the same way.
If I were in your situation, I would feel exactly the same.


Examples of Empathetic Statements
I understand the importance of working internet connection in these days
I completely understand how you feel [First Name].
I understand how it must have impacted your work.
I have experienced a similar problem recently so I understand what you are saying
Thank you for your understanding [First Name], we are doing everything to resolve your problem quickly.
Chris, I understand the problem and will be happy to help you. Let’s see what I can do.
If I were in your position, I would feel the same way
I would be asking the same questions as you are.
You are totally right.
I would come to the same conclusion.
I understand where you're coming from. I've experienced it too.
You were absolutely right to bring this to my attention, so I can immediately [INSERT ACTION]
Now that I’m aware of the situation, we can look to fix it by [INSERT SOLUTION]
I can understand how difficult to watch movies without audio
Being a Netflix fan, I understand how it feels when we are not able to watch our favourite shows due to internet issue
Relate Statements
I am a consumer myself and can relate to your situation
I can see how important this is to you.
I was in this situation the previous week
I can imagine this might feel…
I understand where you are coming from, I was in this situation a week back when the movie was buffering a lot
I understand how it feels when you are not able to get in touch with your loved ones
It is certainly not easy to remember so many passwords
I understand, with so many passwords to remember, I too tend to forget it
Apps makes your life simple and easy, I can understand your situation
As a customer myself. I understand your concern.
I would feel the same in your situation.
As a customer myself, I can feel the same way.
If I were in your situation, I would feel exactly the same.
Examples of Appreciation Statements
Thank you for trying at your end before contacting us
I appreciate you being so enthusiastic about following the troubleshooting steps.
Thank you for your patience, I really appreciate
I appreciate your efforts, you did a wonderful job while doing trouble shooting
Thank you for proving all the details for verification, I really appreciate that
I appreciate you for being a loyal customer with [ Company name ]
[company name] would like to thank awesome customers like you for your amazing support! You rock!
Wow! You’ve been so nice. What a bright spot in my day.
I appreciate you for coming as a verified customer, as it will save the time during verification.
Thank you for your cooperation, I really appreciate
Thank you for staying connected, I appreciate your time and patience

Apology Statements
I apologize for the inconvenience caused to you. Let me help you right away
Sorry for the inconvenience, let me check that for you
Sorry to hear about the situation, I am here to assist you.
Sorry to hear about it, you were absolutely right to bring this to my attention, let me fix it for you.
I sincerely apologize for the inconvenience. I will try my best to solve it


Rapport building sentences
How's your weekend?
How was your day so far?
What's your plan for the weekend?
How are you going to celebrate your holiday?
I like watching Netflix too. May I know Which type of series you like to watch?
Meanwhile, I am checking your details, may I know what are your plans for Halloween?
Do you like watching sports?
What are your weekend plans?
Who's your favourite sports player?
Who's your favourite sports team?
How is the weather today there? Better than here, I hope!
What would you like to do in your free time?

Assurance Statements:-
I'll definitely help you with your concern
I can certainly help you.
No worries. I am here to help you.
Don't worry. I'll assist you in the best possible way.
Don't worry about it. I'll help you right away.
I'll make sure that this gets resolved for you as soon as possible.
Don't worry. This is the most common issue. I'll help you.
Absolutely, I can certainly fix that for you.
I'll quickly put this into action for you. Everything will be sorted out.
I assure you that I'll help you get this issue resolved.
I will help you in best possible way.
I will certainly help you with your internet connection
I am here to take care of this for you

Usage Of Power Words
I can certainly help you…
Yes, it is essential that you…
I absolutely agree with you…
It is a very generous offer…
I can certainly help you…
I can highly recommend…
Definitely will make sure that it gets sorted..
Thanks, we aim to provide a friendly service…
I completely agree with you…
That’s certainly impressive, Mrs Smith…
I will quickly run through this with you…
That it is an interesting idea…
That is a fantastic alternative…
Brilliant! I’m glad we are on the same page…
Great news!
Yes, it is an exciting prospect…
Marvellous choice…
I think that it’s a terrific option…
That is an excellent suggestion…
That is absolutely fascinating…
I hope you enjoy your…
You certainly are an expert on this…
Splendid! All that is left to do now…
That is personally my favourite option…
Congratulations! Welcome to the XFINITY family.
It would definitely be ideal, considering your situation…