Notes

-----------------------------XFINITY MOBILE SALE PITCH SCRIPTS----------------------

Are you aware that you can save hundreds of dollar a year on your mobile plan by switching to Xfinity Mobile?

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?

If customer is interested:-
I am glad that you are interested in Xfinity Mobile. I would like to inform you that we’re also offering a Google pixel 6A device worth $449.99 that will be "ON US " for 24 months (DPP) device payment plan.

In order to avail this offer. You just need to port your current mobile number from another carrier to Xfinity and activate the line within 30 days of purchase. Shall I go ahead and sign you up for Xfinity mobile?

If customer denies the offer or not interested:-
Please give me an opportunity to understand your hesitation, so that I can provide you the best value of your money.

If Customer denies the offer due to high bill or costly services:-
Since our data plan starts at just $15/month and our unlimited data plan costs $30/month, when you sign up for multiple mobile lines. May I know, how much currently you’re paying to your current mobile service provider?

May I know how much data you use on individual basis in the family?

Do you sometimes think that you wanted to switch data plan in between the fiscal month?

----------------------------Xfinity mobile transitional statements--------------
- You mentioned you were interested in looking for ways to save money, do you mind letting me know how much you currently pay for your mobile service?

- Your phone is going in and out sounds like you could benefit from…

- Since you’re one of our valued internet customers you qualify for……

- Did you know that you qualify for Xfinity mobile?

- Have you heard of Xfinity Mobile?

-Now that we have resolved the reason for your call I wanted to quickly share that there is another way we can put money back in your pocket.

- Since you’re working from home there’s no reason to waste money I would love to share some exciting news…

-You sound like a person who likes to get the most for your money, we have a new product..

-Are you paying more than $15 for your cell phone bill?

-----------------New XM pitch--------------------
while we were waiting for the modem to reboot, I saw that you are eligible to take advantage of our Xfinity mobile plan, I'd like to share how we can save you some money !

While we were exploring your new promotion, I found that you are eligible for Xfinity mobile. I'd like to share how we can save you some money!

I'm so glad we were able to help you resolve your issue today, I'd like to share how we can save you some money on your mobile bill

"you said before you liked to game and stream on your phone"

"you said before you have issues with streaming and latency on youe current mobile device"


"you mentioned you were interested in looking for ways to save money, do you mind letting me know how uch you are currently pay for your mobile services?"

"your phone is going in and out sounds like you could benefit from.."


"since you're one of our valued internet customer you qualify for …"


"Did you know that you qualify for Xfinity mobile?"

"have you heard of Xfinity mobile ?"

" Now that we have resolved the reason for your call I wanted to quickly share that there is another way we can put money back in your pocket"

"since you're working from home theirs is no reason to waste money I would love to share some exciting news"


"you sounds like a person who like to get the most for your money, we have a new product…"

"are you paying more that $15 for you cell phone bill?





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Incase of No auto opening :-

A Wonderful day! Thank you so much choosing Xfinity! This is *****, 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.

TOG :-
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

Incase 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😀 Kindly tell me more about your concern, and let's start working on it.
=============================

Survey Scripts
-----Further Assistance-----
Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________.
Can you confirm that this resolves your concerns today?




Before we finish, I want to make sure we have covered everything, do you have any other concern or question I can assist you?

How’s your overall experience with Xfinity services and assistance that I provided on the chat?



You have been very patient and amazing with me today, certainly the best customer I had today. I hope that all the issues are addressed.

=============================
CLOSE Strategy script
Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.
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Other survey scripts
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-------MUST USE SCRIPTS-----
- You were very patient and co-operative throughout the chat, probably the best customer I had today. Please share your feedback by clicking on the End chat button.

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.

-----------------------------------

You can share the feedback by clicking on End chat button.

You can click on the “End chat” to close the chat.

Thank you for choosing Xfinity and have a great day and have a great year! Please take care and stay safe.
You have been the most pleasant and cooperating customer, Thank you, for being so kind and polite customer.


- Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.

I want to thank you for your time and patience while resolving your concern, have an awesome day.

Thank you for your support and co-operation over the chat I really appreciate it.



I want to thank you for your time and patience while resolving your concern, have an awesome day.
Thank you for your support and co-operation over the chat I really appreciate it.



- 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?

- It has been great opportunity to assist you , Is there anything else I can help you with as I do not wanted to complete this
chat without addressing all of your concerns?

I hope you are happy with Xfinity services and the support I provided.
----------------------------
XM Promotions 2022- HOW20761
-----------ACP link -------------
National Verifier application- https://nv.fcc.gov/lifeline
ACP Enrollment- Doc ID HOW20307
https://www.xfinity.com/learn/-/cima-login?continue=https://www.xfinity.com/learn/internet-service/ebb
https://www.xfinity.com/learn/internet-service/acp

Power words: Great, Perfect, Best, Ready, Pleasure, Nice, Absolutely, Delight, Honour, Excellent, Wonderful, Quick, Extraordinary, Highly, Excited, Splendid, Delightful, Generous
----------------------------
********************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.



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. I just want to be transparent and ensure to resolve your issue without giving false information.

Payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.


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 understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency.



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.

I know that you are on a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I won't hesitate to do so.



We have done our best to process your request . We have exhausted our resources, but we are getting the same result since your account is in a maximum days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.



However in as much that we would like to extend or set up a payment extension in your account, the full past due balance has been settled. This is because your account has reached the maximum days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.





As of this moment, your account no longer allows us to set-up a new arrangement and needs us to settle the full past due first before it allows us to restore the services.

We understand that many customers are experiencing financial hardship that makes it hard to pay their bill, and we want to provide flexible payment options for those who are eligible. You are eligible for installment plan so service will remain active.



--------------GENERAL SCRIPTS-----------------------------------
Hi, how are you?
Great, I am well. Thank you for asking.
May I know the issue you are getting with services so that I can check and help you with best.
Let's work together to get everything this fix.
Please do not worry, I will get everything fix. I will take this issue as my own and try my level best to make everything perfect.
SHOW APPRECIATION: We appreciate your business with Xfinity by Comcast.
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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.

Great, before we finish up, do you have any other concerns that I can assist you with? I want to ensure we have covered everything on this chat.

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.



As an appreciation to your continued loyalty and business with us, we're happy and proud to share our new Xfinity Rewards available for you. Xfinity Rewards is our way of saying thank you for being a Xfinity customer.

Just visit the Xfinity app or Customer.Xfinity.com/Rewards and join Xfinity Rewards to get treated to simple delights like movie nights, family activities, and exclusive Xfinity discounts. Thank you for being the best part of Comcast

I must say it was a delightful experience for me to have a customer like you.

I will do my best to get this done for you. Be assured I will make your experience best with my customer services.

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.



Thank you so much, it really means a lot to me and motivates me to work with more dedication :)



You have been very kind and cooperative on the chat. Customer like you makes us strong.



That's Awesome! you did it. I really appreciate your efforts and patience. Your satisfaction is my priority.




--------------GSR PITCHING------( FLEX, GATEWAY AND XFI )


For what purpose do you use internet? (Streaming, Gaming, and for work)?

Streaming – pitch for FLEX || Gaming – Pitch for Speed Upgrade || For Work – xFi Complete

While working to resolve your issue, I see the AMAZING promotions and DISCOUNTS available that may perfectly fit your needs.

Ask open-ended discovery questions (Questions number 1) to pitch accordingly

How do you feel about internet security, such as preventing hackers and malicious websites?

– xFi Complete
xFi Advantage offers increased speed and better product integration for your Xfinity Internet experience.

- Gateway Rental
If you’re investing in our Xfinity Internet service you can opt for an xfinity rental modem which saves you money when it comes to upgrade/replacement.

- FLEX
What do you currently stream Online?

Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies






----------------------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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