Notes

intermittent connectivity
Tim reached out about his
internet speeds.
“My internet seems really
slow and sometimes drops
the signal completely!”
After acknowledging his
concerns, connecting with
the customer, and walking
him through the ITG steps,
it’s clear a technician visit is
necessary.
Tim agrees to a technician
coming out on Wednesday,
June 16th, between the hours
of 8am and 10am.
He has no other questions
today.

how it might sound

C

Clarify Actions Taken and Next Steps:
“To recap, Tim, we tested your internet speeds using speedtest.xfinity.com, refreshed your modem signal,
and confirmed a technician will need to come out.”

L

Link Why They Called to What You Resolved:
“We’ve done everything possible over the phone to troubleshoot your internet speeds and determined the
best resolution will be to have a technician come out on June 16th between 8am and 10am to resolve your
concerns.”

O

Offer Additional Assistance with Confidence:
“Now that we have an expert scheduled to take care of your internet on Wednesday, what else may I assist
you with today?”

S

Say It with a Smile and Positivity:
“It’s been my pleasure to troubleshoot your internet speed concerns. I’m so glad we’ve been able to get
someone scheduled at a time that works best for you.”

E

Ensure the Customer Feels Their Issue/Concern Has Been Resolved:
“Once again, Tim, my name is Claire. Have I resolved all your concerns today?”


text follow-up

Mary contacted Xfinity
because her internet service
is not working.
“I was checking emails on
my laptop and all of a
sudden my internet stopped
working! What’s going on?”
After acknowledging her
concerns, connecting with
the customer on a personal
level, and walking her
through the ITG steps, you
are prompted to ask the
customer if she’d like a text
message to confirm once her
issue is resolved.
Mary agrees and confirms
her verified mobile number
on file.

how it might sound

C

Clarify Actions Taken and Next Steps:
“To recap, Mary, I’ve taken all the steps we can over the phone. Our advanced repair experts will be
working on your connectivity in the background. The good news is while that is happening, you won’t need
to stay on the phone. Once your service is restored, we’ll send a text message to the mobile number you
verified w here you can confirm the issue is resolved. You’ll then have the option to confirm your service is
back up or, if you still need assistance, you’ll have the option to chat with an advanced repair expert.”

L

Clarify Actions Taken and Next Steps:
“To recap, Mary, I’ve taken all the steps we can over the phone. Our advanced repair experts will be
working on your connectivity in the background. The good news is w hile that is happening, you won’t need
to stay on the phone. Once your service is restored, we’ll send a text message to the mobile number you
verified w here you can confirm the issue is resolved. You’ll then have the option to confirm your service is
back up or, if you still need assistance, you’ll have the option to chat w ith an advanced repair expert.”

O

Offer Additional Assistance with Confidence:
“Now that we’ve worked together to complete all the troubleshooting steps necessary to get you connected
again, what other concerns may I assist you with today?”

S

Say It with a Smile and Positivity:
“It’s been wonderful speaking with you today, and I’m confident you’ll be back online checking emails soon!”

E

Ensure the Customer Feels Their Issue/Concern Has Been Resolved:
“Once again, Mary, my name is Claire. Have I resolved all your concerns today?”


cable box out

Andrew contacted Xfinity
because one of his cable
boxes isn’t working.
“I went to watch the
Volunteer baseball game but
my living room cable box
isn’t working. What’s going
on?”
After acknowledging his
concerns, connecting with
the customer on a personal
level, and walking him
through the ITG steps, it’s
clear a technician will need
to come to his home.
The first available
appointment is Thursday
from 1pm to 3pm.
Andrew has no other
questions.

how it might sound

C

Clarify Actions Taken and Next Steps:
“To recap, Andrew , I’ve taken all the steps we can over the phone, and confirmed the best solution is to
have technician come to your home.”

L

Link Why They Called to What You Resolved:
“You contacted Xfinity because your living room cable box isn’t working and the technician appointment is
on Thursday, between 1pm and 3pm.”

O

Offer Additional Assistance with Confidence:
“Now that we have an expert scheduled to take care of your cable box issue on Thursday, what else may I
assist you with today?”

S

Say It with a Smile and Positivity:
“It’s been awesome speaking with you today, and I’m confident the technician will get you back to your
Volunteer Baseball game right away!”

E

Ensure the Customer Feels Their Issue/Concern Has Been Resolved:
“Once again, Andrew , my name is Claire. Have I resolved all your concerns today?”

All Services Out

Nicole contacted Xfinity
because none of her
services are working.
“I woke up this morning and
my cable and internet are
not working. What’s going
on?”
After acknowledging her
concerns, connecting with
the customer on a personal
level, and walking her
through the ITG steps, it’s
determined a technician will
need to come out.
The first available technician
visit is tomorrow from 3pm to
5pm.
Nicole had no other
questions.

how it might sound

C

Clarify Actions Taken and Next Steps:
“To recap, Nicole, I’ve taken all the steps we can over the phone, and confirmed the best solution is to have
technician come to your home.”

L

Link Why They Called to What You Resolved:
“You contacted Xfinity because your cable and internet services aren’t working and we have the technician
visit scheduled for tomorrow from 3pm to 5pm.”

O

Offer Additional Assistance with Confidence:
“Now that we have an expert scheduled to take care of your service issue tomorrow , what else may I assist
you with today?”

S

Say It with a Smile and Positivity:
“It’s been a pleasure speaking with you today, and I’m confident the technician will get you connected
tomorrow afternoon!”

E

Ensure the Customer Feels Their Issue/Concern Has Been Resolved:
“Once again, Nicole, my name is Claire. Have I resolved all your concerns today?”

promo roll off

Terence reached out about his
unexpectedly high bill for June.
“I just got my bill for June. I normally
pay $280 and it’s jumped up to over
$320! What’s going on?”
After acknowledging Terence’s
concerns, connecting with the
customer, and reviewing his
account, you learn his promotion
has rolled off.
You ask clarifying and strategic
probing questions to understand the
customer’s w hole house needs and
recommend an upgrade to the
Preferred plan. The customer
agrees and successfully completes
Customer Approval.
Terence has no other questions or
concerns today.

C

Clarify Actions Taken and Next Steps:
“To recap, Terence, we’ve worked together to find the best plan for you and your family! You’ll have
the Preferred Xfinity TV with all 5 premium channels added on, the Premium DVR service, and
Extreme Pro Internet for $256 plus taxes and fees monthly. This goes into effect today, and because
we bill one month in advance you’ll have a credit for 25 days on the old plan and a charge for 25
days on the new plan, which will be a huge savings!”

L

Link Why They Called to What You Resolved:
“We determined your bill was higher for June because your previous promotion ended. With your
new plan, you’ll now have access to all your favorite channels plus maintain access to Peacock so
you can watch “The Office”! You’ll also have faster internet speeds than ever – a perfect fit for your
family w ho’s now working and learning from home!”

O

Offer Additional Assistance with Confidence:
“Now that we have you in a new 2-year promotion that better fits your needs, what else may I assist
you with today?”

S

Say It with a Smile and Positivity:
“I’m so glad you got me today and I helped you find the best solution. At Xfinity, it’s important to us
you have the services you need and w ant for the best value!”

E

Ensure the Customer Feels Their Issue/Concern Has Been Resolved:
“Once again, Terence, my name is Claire. Have I resolved all your concerns today?”