Notes

Opening
A wonderful day. Thank you for choosing Xfinity. This is Neeraj your XFINITY Ambassador for today. It's a great pleasure to assist you today.

L1 Verification
Could you please help me with your firs name and last name along with your service address ?

L2 verification
Lets verify we are chatting with _______.
May I have your last 4 digits of last payment method ?


Empathy
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, We also totally depend upon Internet to work. You have reached to right agent.

I will help you with best possible resolution on chat.


Toggle
Please do not press the back button and also avoid using other application for us to stay connected without any interruption.



Appreciate
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 efforts on chat.

I must appreciate your coordination throughout the chat.

It is pleasure to chat with customer like you. You have shown utmost cooperation and it is heart warming.


Discover Needs:
Probing:
May I know since how long you have been facing this issue?

May I know if you have done any troubleshooting on your end to get this issue fixed?

Are you experiencing the issue on Wired or Wi-Fi connection?

extra questions you may ask.
May I know how many users are connected to Wi-Fi at a time?

How do you normally use your Internet?


BAXA
In a mean time I'd like to inform we have awesome offer for our awesome customer, 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 believe you must have heard about Xfinity App

Self-help
In future if you face any similar concern you can turn up to Xfinity App Available on Appstore/Playstore.
The Xfinity app allows you 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.


Additional Help
Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?


Closing
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:)

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. ❤️



Extra info
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
As sistance for Seasonal accounts : 1-888-633-4266
Xfinity mobile helpline : 1-888-936-4968
Wifi pass : 1-866-489-0919