Notes

Opening:
A wonderful day. Thank you for choosing Xfinity. This is Ritish, your XFINITY Ambassador for today. It's a great pleasure to assist you today. May I have first & last name of awesome customer.

In Case of No Auto Opening:
A Wonderful day! Thank you so much choosing Xfinity! This is (YOUR NAME) , 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.

In Case 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.
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Authentication:
Can you please confirm me your first and last name on this chat for verification purposes.
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Toggle Script:
Please do not press the back button and also avoid using other application for us to stay connected without any interruption.
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ASSURANCE-
Please be assured, as you have reached me today, I will take the ownership of your case and ensure that you get the best resolution with me regarding this!!
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Information:
Thank you for helping me with this information, let me go ahead and pull up your account details, in the meantime, may I know how's your day going on?
Mine is well too, just enjoying a cup of coffee and serving kind customers like you. Thanks for asking.
Please allow me a moment, I am pulling your account details, meanwhile you can grab a cup of coffee ☕ :)
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Empathy and Correlation Statements:
· I completely understand your concern. I surely will try my best to get this sorted over the chat.
· 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 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 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. You have reached to right agent. I will help you with nest
possible resolution on chat.
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Apologize:
· 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 apologize for the inconvenience. I can understand the importance of running cable as it is a world of entertainment and I
have kids at home and know importance of cable as it's the important source of entertainment for them. You have reached to
right agent. I will help you with nest possible resolution on chat.
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Show Appreciation:
· Business: Thank you for being a valuable customer for such a long time. 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.
· I appreciate your Time patience and efforts
· Thank you for being my hand and eyes, it was possible only because of your efforts.
· You have been a fantastic team player in helping me resolve your concern.
· I appreciate your time and patience.
· I appreciate your efforts on chat.
· I appreciate your time and efforts and most importantly your warmth approach towards me.
· Being an Xfinity Ambassador, I also want to take this opportunity to appreciate you for your loyalty and business with XFINITY. You are a valuable customer to us and we want to take excellent care of it.
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Discover Needs:
Probing:
o May I know since how long you have been facing this issue?
o May I know if you have done any troubleshooting on your end to get this issue fixed?
o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o Are you connected with in home Wi-Fi or Xfinity hotspot?

Usage :
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?
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Self help- Xfinity App
In the meantime, I want to share you that The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
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BAXA
Flex Pitching(Internet customers Only): 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?
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Xfinity Hotspots App:
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. You can 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. 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. Application is available on App Store and playstore for iOS and android devices.
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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.
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Xfinity App:
For Cable Customers:
The Xfinity app allows customers to easily gain access to self-help information and troubleshooting steps on their devices. Manage technician appointments, including rescheduling. Make payments and view billing information. Allows to manage account and view account information remotely. It allows you to view outage information Application is available on App Store and play store for iOS and android devices.
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For Internet Customers:
The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
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Xfinity Stream App:
Turn any screen into a TV with the Xfinity Stream app — included with your Xfinity service. You never have to miss must-watch TV. Stream top networks, live sports and news, plus thousands of On Demand shows and movies on any device. Schedule and manage recordings from any device. Stream DVR recordings from anywhere. Download DVR recordings and watch offline. You can download the Xfinity Stream app on your phone or tablet from Play Store or App store. You can either watch online on a larger screen? Visit xfinity.com/stream.
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Closing:
I appreciate your time chatting with me and I want to make sure I have covered all your concerns today. Is there anything else that I can help you with?
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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CONCERNS
1 INTERNET:
o May I know since how long you are facing this issue and were any troubleshooting steps performed earlier?
o Thanks for letting me know, I really appreciate your time and efforts you have done before initating this chat, this means alot to me
o Please confirm the CMAC address of the modem, it will be located at the backside of the box
o Please confirm the color status of the light on your modem
o I would really appreciate if you please try to plug the modem into the another active wall outlet of the home, and try to connect
o As I have checked here, your modem is perfectly connected with xfinity end and has no connectivity issue. However let me do some checks at my end to diagnose the strength of signals being transmitted from xfinity end .It will take 2-3 minutes. Please stay connected.
o Now I am going to send the refresh signals to your modem, it will do the system refresh, check all the loopholes and boost the network connectivity, it will take 2-3 minutes to complete. I request you to please stay connected, you may even relax now as I am working on this for you
o Thanks for staying connected, the system has successfully refreshed your modem, I request you to unplug your modem from the power source for once and plug it back after 30 seconds
o Awesome, I really appreciate your time and efforts. Your cooperation makes it quite easy for us. I request you to check and observe the connectivity for 3-4 minutes and let me know if the issue still persists
o Oh no, now we need to schedule a technician for you as we have performed all the remote troubleshooting steps and the issue still persists, Shall I go ahead and help you with the technician visit?
o As I have checked the earliest technician slot we have for you is on- shall I go ahead and book this slot for you?
o For future reference, you can even download MY ACCOUNT app to manage the technician appointment from your end, you can reschedule or even cancel that by just a single click.
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2 Billing
o Glad to see that you are observing your bill. Let me help you.
o As I have checked your account has a delinquent amount of $ , due to which your services are temporarily disabled, I request you to please pay this amount to reactivate your services.
o I know that you are in 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 wont hesitate to do so.
o As a customer myself I would love to help you restore the services today however since the system has 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.
o 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.
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Helpline Numbers
Xfi pods team 1855-551-7534
data escalation team 1877-807-6581
HOME SECURITY HELPLINE : 1-855-711-7997
prepaid helpline : 1-855-757-7372
sales helpline 1-877-561-9475
Return old equipment helpline : UPS at 1-800-823-7459
Activation helpline number : 1-855-652-3446
DATA ESCAlation team 1-877-807-6581
Activation team - 1-855-652-3446
Mobile claim apple helpline : 800-275-2273 , getsupport.apple.com - Damage , (855) 884-9771 to process claim - loss or theft
Assistance for Seasonal accounts : 1-888-633-4266
Xfinity mobile helpline : 1-888-936-4968
Wifi password : 1-866-489-0919