Notes

OPENING
VERIFIED CX

A wonderful day! Thank you for choosing Xfinity! , I am your Xfinity ambassador for today. It will be a great pleasure to assist you today. May I know your First and Last name along with your concern so that we start working on it.

UNVERIFIED CX
A wonderful day! Thank you for choosing Xfinity! , I am your Xfinity ambassador for today. It will be a great pleasure to assist you today. May I know your First and Last name along with your address.
*** Could you please help me with last four digits
*** Can I send verification code on this number/ email. Could you please confirm this number/email?


2. *** ASSURANCE+EMPATHY+APOLOGY
***I do understand your concern about the issue you are experiencing with your . I assure you that I will going to try my level best tp help you with this.
***I do understand, This is not a good situation to be in and As a consumer myself, I completely understand the importance of working internet/Cable/Home phone service. I assure you I will try my level best to help you with your concern as soon as possible.


***I know how it feels when things are not working the way it should be however please be assured as I will give my best efforts to get it fixed for you at the earliest on priority.


@@@I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me a chance to once to overturn the situation. I will try my best to resolve this and get everything sorted for you.



3. PERSONAL TOUCH, Meanwhile
*** How was your weekend?
*** What's your plan for weekend?
*** What's your plans for Christmas? Are you excited, like me?
@@@I am planning to great a tattoo. Its going to be my first tattoo . That why , I am very exited.
*** What's your favorite show / series?



***APPRECIATION***


***Thank you so much for being so amazing with me your patience is helping us a lot:)
***Customer like you makes us stronger.
***Thank you so much. It really means allot to me and motivates me to work with more dedication.


&&&LASTLY USED APPRECIATION&&&
***I should be the one thanking you for giving me the opportunity to help and sort things out.
***It was a blast experience here as a agent to meet a sweet person like you!!!
Awesome, so happy to hear that. I really appreciate it your efforts and cooperation : )
I must say, You are really one of the most understanding, patience and supportive customer I had chatted today.
It has been my pleasure to assist a valuable customer like you today : )
It's you who we need to thank, Thanks for being wonderful part of Xfinity : )
You have been very patient and amazing with me today. Probably the best customer I had today : ) Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?
On a personal level I appreciate your patience and warmth approach through out our chat. Before we finish, is there anything else that I can assist you with?
It was really nice chatting and working with you. Is there anything else I can assist you with?
Thank you so much for your time & patience throughout the chat. Is there anything else I can assist you with?
Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?
Do you have any other questions or concerns I can help you with today?




Troubleshooting

Let me troubleshoot your device and if required I will set up a technician visit for you.
How long have you been getting this issue and were there any troubleshooting steps performed earlier?
Are you using additional router with the modem?
Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.
If possible could you please make a wired connection with your internet modem and run a speed check on http://speedtest.xfinity.net and let me know the internet speed you are getting right modem?

BAXA

1. Hotspot:-
Meanwhile I would also like to inform you that during the service interruption, as an alternative you can also access Xfinity Hotspot.
All you have to check the hotspot location map online at wifi.xfinity.com or download the Xfinity WiFi Hotspots app from the App Store or the Goggle Play store.

After downloading the Xfinity hotspot app or visiting the link you need to click on the 'Find a hotspot" tab and enter address, city, state or ZIP code to find a nearby hotspot.
There will be no charges for you to use it and it is free of cost with Xfinity internet service. All you have to do is to connect using your XFINITY user name and password.


2. Stream application:-

Meanwhile as an alternate you can also use Xfinity Stream application.
With Xfinity stream you can take your entertainment with you, anywhere and everywhere you go and Enjoy top networks and live sports on the go, and get your entire channel lineup on any screen at home. You can stream as many movies as you want, you can also record your favorite shows on your phone. How does it sounds to you?

You can download the Xfinity Stream app for free from the Apple App Store or Google Play and all you require is Xfinity ID to login.





PHONE NUMBER

Collection team 1866-470-6654
gift card 1800-526-3268
wifi pass 1866-489-0919
SIK activation 1855-652-3446 (11am - 10 pm) // 18556523446
prepaid 1-855757-7372
Home security 18882235723
UPS store 18889364968
Xfinity mobile 18889364968
internet essentials 18558468376
Seasonal hold 18886334266
Activation 18556523446
retention 18664706654
Movers 18884853514
CSA 18885654329
CSA / data usage 18778076581
pods team 18555517534
Bulk 18003913000
Accessibility 8553089989

Approved Modems : https://mydeviceinfo.xfinity.com
Movers : https://www.xfinity.com/learn/moving
Mobile Activate : https://www.xfinity.com/hub/mobile/how-to-activate-your-xfinity-mobile-phone
Password reset : https://idm.xfinity.com/myaccount/reset?execution=e1s1


Robo Calls : https://www.xfinity.com/mobile/support/article/how-to-block-robocalls
New Sale : https://www.xfinity.com/learn/offers

Call support : 1800-934-6489
Internet Essentials: 1-855-846-8376
Prepaid: 1-855-757-7372
(CSA): 1888-565-4329
Seasonal helpline: 1-888-633-4266
Business : 1800-391-3000
Movers: 18776856683
data usage : 1877-807-6581
Xfinity mobile service: 1888-936-4968
Moving: https://www.xfinity.com/learn/moving
ACP: www/xfinity.com/acp
You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record

Service cancellation can only be done by our Customer Retention specialist. They will place the request for the cancellation and your account billing will be stopped immediately. You need to visit the local Xfinity store to return the equipment's and our team will immediately cancel the account and help you with the final billing or you can call on our voice support: 1800-934-6489

Helpline number

Repair Voice Helpline :- 1-800-934-6489 Available Sunday-Saturday: Open 24 hours
Billing:- 1-800-934-6489 Available Monday-Sunday: 7 a.m. to 9 p.m.
Retention :- 1-800-934-6489 Available Monday-Friday: 8 a.m. to 9 p.m and Saturday: 8 a.m. to 8 p.m.
Customer Security Assurance Team:- 1888-565-4329 Available 6:00 AM - 2:00 AM ET/Seven days a week
Data Usage: 1877-807-6581 6:00 AM - Available 2:00 AM ET/Seven days a week
Prepaid :- 1855-757-7372 Available 24 hours a day, 7 days a week
Mobile department:- 1888-936-4968
SIK Activation :- 1855-652-3446 Available 24 hours/day, seven days/week
Seasonal hold:- 1888-633-4266

Links

Mercury - https://mercury.comcast.net
WorkFlow -https://chat.pcidss.eclerx.com/chat/
Einstein -https://einstein360.cable.comcast.com/
User name -https://www.xfinity.com/getstarted
Channelline-https://www.xfinity.com/learn/channel-lineup
Return label-https://customer.xfinity.com/returns
Modem link-https://www.xfinity.com/support/devices/
Mobile -https://www.xfinity.com/mobile/support
Payment Arrangmeht- https://customer.XFINITY.com/#/billing/payment

Customer requesting call Back

I understand it is convenient to get assistance over the call but I am really sorry as I am from chat department I am unable to call you. However if you need assistance over the call then you can call at our helpline number which is 1-800-934-6489 available 24/7 , or else if you will allow me chance I will be glad to assist you with it.

Please call on the given number right now and I will stay connected with you over the chat till the time you get connected with our dedicated team on call.

In order to get an agent on line please speak your concern on IVR system or press 4-2-2.



***UID/ PASSWORD RESET***

Please access the link. Once you are on the page, 1. Enter your username. 2. Enter captcha on the next page. 3. Enter the Reset Code( which send on your email or phone number) 4. Create new password. Please follow the steps on the link : https://www.XFINITY.com/password
I want to inform you that we need to update a password recovery option on the account and it should be connected to the In Home Wi-Fi so that you can verify the link and get the reset code. May I have the phone number and email address on which I can send you the verification link to get the password reset code?

I'd be happy to help you reset your account password. Let's work together to get your account working.

BILLING
***Please note that you can schedule your payments now. Please visit https://customer.XFINITY.com/#/billing/payment . Under payment date, select the date when you want to make a payment and it would be processed on that date. It’s that simple.

***I wish, I could restore them for you and if I had it in my hands I wouldn't hesitate a minute to restore your services. Unfortunately this is an automated system which verified the payment and arrangement dates then automatically restores the services
***You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record
***As I can see currently you have the past due of $ 63.78 on the account and I want to inform you that the account is currently not eligible for the payment arrangement that's why the services got disconnected.

***In order to make the account eligible for the payment arrangement the amount of $63.78 should be made today so that the system can restore the services

***Also I wish I could connect you to anyone who have this authority to restore the services but this is done by the system. I hope you will understand:)



SALE
I have a great news for you which can bring smile on your face:) shall I share the details with you?

XFI complete: You'll get XFI complete package in that you will get unlimited data with advanced XFI network security + Free home Wi-Fi assessment + Upgraded one modem + you will also get advanced 2nd generation XFI POD for no charge for full home coverage if required (eligible) after completion of 14 days of home assessment, sound's good?

I would like to inform you that you being a valuable customer of Xfinity eligible to get Xfinity 4K streaming box for free : )
With Xfinity Flex you will be Getting 15,000+ hours of hit movies, current shows, timeless films, and timely updates with free subscription of Peacock Premium for lifetime.
Everything is included for free of cost for a period of lifetime : )

Flex: Meanwhile, I would like to inform you that you being a valuable customer of Xfinity eligible to get Xfinity 4K streaming box for free : )
With Xfinity Flex you will be Getting 15,000+ hours of hit movies, current shows, timeless films, and timely updates with free subscription of Peacock Premium for lifetime.
Everything is included for no cost for a period of lifetime : ) It will be free as long as you have xfinity internet. how does it sounds to you?

Xfinity mobile:-

**Customer Name** , Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and 1 Gig at just $15 per month and Unlimited data line from $45 or less.
Also adding a line can help you to save a lot on your internet bill along with the mobile service.

TECHNICIAL VISIT
Please notes these points before we book the technician
1.If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf.
2.No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services. However the tech will first check the issue and will explain it to you and he will also mention if the charges will apply or not and you will get the option to cancel it that time as well and the charges will be $100
3.You will receive a call from our Automated System prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem
4.Now you can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment
5. Please do not allow pets in that area where tech will work. Its for the safety purpose of your pet.


We have completed all available remote troubleshooting steps to resolve your issue in this chat. We will now need to send out a technician. The technician will make sure that all your connections are properly installed.

Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.


We are following the advice of government and public health officials by limiting contact as much as we can. Know we are taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: has anyone in the home tested positive for the virus?

What is your preferred date and time for the technician visit?
The soonest slot is available for " *** ", Shall I schedule it for you?
What is your preferred date and time for the technician visit?
The soonest slot is available for " *** ", Shall I schedule it for you?

I would like to inform you that I have successfully scheduled the appointment for you, Here is the ticket number " AAA " for your reference.
I would also like to inform you that if you wish to change or cancel the service appointment, you can simply go to http://my.Xfinity.com/ and click the 'My Account' header near the top of the page to make the changes. There will be no need to call or chat back to reschedule or cancel the tech visit.

Before Approval

Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the details. I'll ask you to review the order and, if it's correct, to please approve it. What phone number or email address would you like to use to complete this process?
You would have received a consent on this " " email address / Contact number. In order to approve the order you just have to click on "I Agree" and then press the "Submit" button and the order will get approved.
The link for the approval is valid for next 3-4 minutes, Let me know once you are done with the approval.

After approval

Thank you for your approval : )
Your order has been placed successfully, Here is the order number " AAAAA " for your reference and Please do expect an email notification within few hours for the order details.
INTERNET ISSUE
On a personal level I can totally understand what you are going through, I know the value of good working internet however you have reached the right person, let me check what's going on

We need to configure the Wi-Fi settings of the modem and we need to set up a new Wi-Fi name and password, may I have your desired Wi-Fi name and password which I can update for you please:)


I am working on rectifying the signal congestions. After this I will run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update. This process will take only 2-3 minutes.

1. Firstly, Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem
3. Now, Wait for 50 seconds.
4. After, Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
5. Plug back the modem to the power source to turn it on and wait for all lights to sync.
6. Once the modem is fully sync, check for internet connection.

CABLE ISSUE
As a TV lover I can feel the same as you are feeling now. I know how it feels to miss your favorite show. However you have reached the right place, I will do the best of my knowledge to fix this for you.

I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.

Please confirm serial number of the affected box that will be available at the back panel of the cable box.

Thank you. Most of the time the issue is caused by loose cable connections to your cable box. Can you make sure cables are securely connected?

CLOSING
I hope that you are happy with my support Today and all the issues are addressed. 😀?

Great, I appreciate your valuable 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 the day. You can click on END CHAT option to close the chat properly.

It was a delightful experience for me to assist you on the chat. We appreciate your business and loyalty as a customer. Please share your feedback by clicking on “end chat” button😀

Closing
Thank you for contacting Xfinity. I wish health and safety for you and your family. Please take good care of yourself which is most important.
It was indeed a pleasure to assist a valuable customer like you.
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


Survey Pitching in issue resolved cases

My goal is to provide you an excellent customer experience. I hope with my little ways, I was able to satisfy you with my service?
Do you have any other questions or concerns I can help you with today?
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”