Notes
Notes - notes.io |
Step-1
Opening : A wonderful day! Thank you for choosing Xfinity! This is ( Your Name), 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.
Optional Probing if required: Hi Customer, Kindly tell me more about your issue and let's start working on it.
Acknowledge : I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you.
Verify : First level + second level
Step -2
Account: Let me quickly pull up your account and help you with the issue.
Please allow me few moments to pull up your account and so that I can help you with the issue.
Hold: Please allow me 2 minutes to check the account information for you.
I apologize it is taking more time than usual, I understand the importance of your time, please stay connected.
Step-3
Troubleshooting : Follow recommended responses or have some presaved scripts.
Note: include Rapport building and BAXA during holding period, use power words to acknowledge.
Step-4
Closing: Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?
Rewards script
!Survey!: It is pleasure to chat with customer like you. You have shown utmost cooperation and it is heart warming.
: 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.
: You were awesome to work with. Thank you for contacting Xfinity Support have nice day.
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