Notes

Warm and Friendly:

I completely understand/I can fully understand/I understand how important.. /Certainly/Happy to discuss/My pleasure/Great!/Brilliant!/Happy (holiday name)/Enjoy the rest of your day/Have a great evening
2)
Own It
:
Let me check what's going on?
I will be assisting you to get this resolved
Be more than happy to assist you with this
I can definitely help you with that
I can do that for you/ I can absolutely help you with that
Definetly I will make sure this gets resolved quickly for you.
We can certainly help you with this
3)
Show Appreciation
:
I appreciate you working thru it
We hate to lose you as a customer
Thank you for being a loyal customer
I appreciate you bringing this to our attention
We appreciate your feedback
We appreciate your business and it means a lot to us
I appreciate you providing me that information
4)
Make It Effortless:
(discuss relevant self-service and how to access)
Let me go ahead and pull up your account
As I can see it here
It shows here that
You can check the status of your technician any time in My Account
Paperless billing is hassle-free, convenient, green & secure
Any other questions
Anything else I can help you with
5) Read Actively and Respond Appropriately
:
I can see you are contacting us for
As per my understanding (paraphrase)
So what I am hearing you say is
I see
I understand
6) Discover Needs:
Trouble Shooting: ask ITG questions
Billing: ask questions to understand what the customer is seeing on the bill and resolve
Video; Who, besides yourself, will be watching TV?
Tell me a little more about what watching TV is like when everyone's home
Any premium channels and/or Netflix
Internet: What does your family use the Internet for
Any gamers in the house ?
Does anyone ever work from home ?

What devices does your family connect to the Internet? Roku? SmartTV?

Voice How do you keep in touch with family and friends

Do you have a home phone ?/Do you call international?

XH (see next) any questions around smart home automation & security
7) Be an Xfinity Ambassador :
Some of my favorite things about (applicable Xfinity product) is that (feature/benefit) / that’s why I love my job

Mentions of Xfinity apps
8) Set Clear Expectations:

I am scheduling
Options for you are
Does that makes sense
Next month your bill will
Awesome, so happy to hear that. I really appreciate it
It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity, have a great day and take care!
A brief recap
To summarize what we discussed today I am updating your account (and does add notes per e360 notes policy)

Your payment for $XX has been successfully applied and your confirmation is
What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Lets work together, to resolve this for you. Sounds like a plan?
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.
As a customer myself I would 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.
The 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.

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.
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 arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans

Thank you so much for the precious time and patience I really appreciate it

I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yoursel

1). Unlimited Internet data for unlimited streaming and gaming so customers do not have to worry about data caps.

2). Advanced security provides an added layer of protection for the customers entire network by preventing them from inadvertently accessing malicious sites, blocking remote access to smart devices from unknown or dangerous sources and monitoring activity in real time to detect when devices are behaving in unusual ways that could indicate a network threat.

3). Ensuring the customer’s home has the best in-home WiFi coverage throughout every room is our priority. The Whole Home evaluation will monitor the customer’s device connectivity to the WiFi network for 14 days after the Gateway is activated. Customers will receive an email with their personalized Whole Home WiFi evaluation results. Basis on the result if recommended customer will get an email to order Free XFI pod to enhance wifi experience

I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.

Amazing News As I have checked there is a Awesome deal on your account in which you can get $30 discount in your internet services.The best thing is that You can also get $100 prepaid visa Card with unlimited line for just $45
Technician rescheduled for Saturday, November 12, arriving 03:00 PM-05:00 PM EDT , at 1861 SW 41ST AVE, , ,

Out of curiosity, May I know from which service provider you are using your phone services ?
You were awesome to work with ! Thank you for being a wonderful custumer !!

Thank you for verifiying the account before the chat. I appreciate your efforts and cooperation.

Thank you for bringing this up to me.I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution

Allow me 2-3 minutes to check the status of services and equipment on your account. Please stay connected till then.
Wesley I have done all the troubleshooting from My end but I am still not getting any signals from your Modem it seems that we need to schedule a tech appointment for you to take a close look at your Equipment ,Should I go ahead and book the tech appointment for you
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?
Wesley May I please know How much are you currently paying for you Mobile services ?
ENDING LINES

Mr. John , today you chatted in regarding creating a new account, and I help you with creating a new account with Free streaming Services . Can you confirm that this resolves your concerns today.
FLEX
Peter as I have checked there is also a Awesome offer on your account in which you will get FREE FLEX streaming box in which you will get 4k Streaming service and PEACOCK + for free of coat and you will get best experience as well
I'm still not getting a signal from your modem. I'll need to schedule an appointment for a technician to take a closer look.
John as I can see you have Xfinity Mobile service may I please know your Experience with our Mobile service?
Your device is going to attempt to restart now. It may take up to five minutes to restart, so hang tight while I run a few checks on this end to make sure it comes back online.
OUTAGE LINE
You may be experiencing issues with your Xfinity services due to severe weather in or around your area. Once the area is safe, our teams will begin to repair the network to restore services by approximately 09/01/2022 02:50 AM (Eastern). Stay safe and we appreciate your understanding.
Jori May I please know your hesitation regarding the port of your mobile services as Xfinity is giving you unlimited mobile data for just $45 and Prepaid VISA CARD of 200$ for each line you port
Right now I am running a test to see if we have Speed to Gateway information for the last seven days . This differs from normal speed tests run from the device and tests the speed from our network to your Wireless Gateway.
It looks like your modem is offline. Please take a look at the power light and let me know what you see.
I'm going to reach out to your modem to make sure it's communicating properly. No need to do anything on your side while I run these tests for the next minute or two.
I'm going to start communicating with your device to gather your connected device and other wireless information.
It's should take me just a minute to confirm your device is fully provisioned.
Now, I'll need just a moment to acquire the WiFi Network information from your device.
I'm currently checking for any network issues that may be negatively impacting your connection.
In the meanwhile may I please know your Experience with the Xfinity Mobile services has been ?
Mrs. Brandi , today you chatted in regarding your Modem activation and I help you with the modem activation and resume your internet services . Can you confirm that this resolves your concerns today.