Notes

Opening :-

A wonderful day! Thank you for choosing Xfinity! This is Anamika 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 lets start working on it.

A Wonderful day! Thank you so much for 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 lets start working on it.

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
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Survey:-

On a personal level, I appreciate your patience and warmth approach throughout chat. Apart from this, Is there anything else that I can help you ?

Great! I appreciate any feedback on the service and experience I have provided you today. Once the chat is over, you will get that page. Thank you for being Xfinity's loyal customer, have a great day ahead.

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. I do really appreciate your business or loyalty with Comcast.

I would love to hear about your chat experience with me today. If you'd like to share your thoughts , you can click the "end chat" option. I would appreciate any feedback on the service and experience I have provided.

You were very patient and co-operative throughout the chat, probably the best customer I had today. Please share your feedback by clicking on the END chat button
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Good scripts :

How can I bring smile on your face today:)
Hi nice to have you on the chat, I hope you are doing great.
How may I asist you today ?
Hi, hope you are doing well.
Meanwhile, May I know how was your day been so far ?
That's wonderful to hear :) Hope your day start with a great vibe at your work place . As you have given me by initiating the chat by a first customer and starting of my shift :)
Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.
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Closing :-
Thank you for choosing Xfinity and have a great day and have a great year! Please take care and stay safe. You have been the most pleasant and cooperating customer, Thank you, for being so kind and polite customer.

Thank you for being a wonderful part of Xfinity, it was really nice chatting with you, have a great time ahead. I wish all my customers would be as kind and joyful as you. It's our goal to provide excellent customer service by covering all the concerns .

Thanks for choosing Xfinity chat support. Have a wonderful day .
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Authentication:-

Please help me with your first name, last name and complete address with zip code, so that I can check your account and help you accordingly.
Just to confirm is this your correct address ?
Please help me with your first and last name for verification purpose so that I can help you accordingly.
Please help me with the last 4 digit of SSN for verification purpose.
Please help me with the last 4 digit of store payment method.
Please help me with the 6 digit code for verification purpose. Shall I send the code on this number******
Thank you for verifying the account before the chat. I appreciate your efforts and cooperation.
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Hold:-
Allow me 2-3 minutes to check the status of services and equipment on your account. Please stay connected till then.

Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.

Allow me to fetch your account details. It will take 1-2 minutes. Please stay connected till then.
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Unhold:-
Thanks for allowing me 1-2 minutes to check the status of services and equipment on your account. I appreciate your patience.

Thanks for allowing me 1-2 minutes to do some basic checks on your account. I appreciate your patience.

Thanks for staying connected till I fetched your account details. I appreciate your patience.
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Appreciate:-
I must say you are the best person I chatted today who really understand and willing to cooperate with us.
I can fully understand and I appreciate your time and patience I will definitely help you and make sure this issue will gets quickly resolved.
Perfect!! I believe your patience and cooperation will bring fruitful result.
Brilliant! I really appreciate your efforts.
I appreciate your time, patience and cooperation in doing the troubleshooting steps.
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Apologize:-
Discount apology :- _____________________
I apologize but there is no such discount available now but best I can do for you is to add the notes for it so that the team can look into it we will get back to once if there is any such discount available.
I apologize for the issue you are experiencing with internet services. Let me quickly take care of this.
I truly understand the importance of Internet service as I am also a customer outside the office.
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Assurance:-

Thanks for specifying your concern. I will definitely help you with this. Please be rest assured.

Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.
I will definitely help you to get your internet working back again to normal. Please be rest assured.

Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.
I will definitely help you to get the internet speed you are paying for. Please be rest assured.


Thanks for specifying your concern. I understand the importance of a proper working television service in this world for entertainment .
I will definitely help you to get your television service working back again. Please be rest assured.

Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.

Thanks for specifying your concern. I will definitely help you to cancel the technician appointment. Please be rest assured.

Thanks for specifying your concern. I will definitely help you to reset the password. Please be rest assured.
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I 've already started working on your concern please stay connected.
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Trouble shooting:-.

May I know you are using additional router please plug in and plug out.
May I know the online light status on your modem, is it on, off or blinking?
Please confirm that the coaxial cable is finger tight from the back of the modem and the wall outlet.
In order to receive fresh signals, we need to restart the modem, please unplug the power cord and plug it back in after a minute.
May I know are you getting any error code or any error message?
May I know how long you facing this issue?
May I know since how long you using this box?
May I know since how long you using this modem?
I am a gamer so I can understand the importance of stable services.
May I know do you use internet for work or for streaming or for gaming?

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Tech book:-
We have performed all the troubleshooting steps that we can do on chat, in order to resolve your concern, we'll need to schedule a technician for you ,we will have to schedule truck roll. Once the technician visits your home, issue would be resolved. Shall I proceed?

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.

I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

Please help me with the best contact number to schedule the technician.

I am checking for the earliest availability of technician to fix this for you.

We have a technician available on between . These are the earliest time slots that I could get for you as all the slots earlier than
these are completely occupied. Is this fine with you?

I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that.
Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.

There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference.

Call _ On the day of the appointment you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws close. You can easily view the information via Xfinity My Account App.


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Information:-

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.

Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services.
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Soft disconnect:-

As I can see your account, Your past due amount is pending $ , your account is not eligible for payment extend I wish I could help you but system does not allow me and when I try again I am getting the error for a payment . The resolution would be to make a payment for restoration of services.

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.

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 .
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Pitch:-

XM:-

While I’m sending refresh signal to your modem or cable box. I would like to inform you that I’ve a wonderful news for you.

We’re also providing mobile service. Where, you can stream, browse, text everyone using your devices. You can have By the Gig or Unlimited data, no phone line or access fees and our data starting at just $15/month with powerful nationwide 5G network and millions of secure Wi-Fi hotspots included at no extra cost.

I am glad that you are interested in Xfinity Mobile. I would like to inform you that we’re also offering a Motorola g 5G device worth $319.99 on 24 months (DPP) device payment plan.

In order to avail this offer. You just need to port your current mobile number from another carrier to Xfinity and activate the line within 30 days of purchase. Shall I go ahead and sign you up for Xfinity mobile?

We have limited data plan for 1 GB, 3 GB and 10 GB. 1 GB plan is for $15, 3 GB plan is for $30 and 10 GB plan is for $60. If you want to get unlimited data than it will cost you $45 for 1 line, $80 for 2 lines and $120 for 4 lines.


Flex:-
Also I would like to inform you that as an appreciation to a valuable customer like you I can ship you a free streaming box with free peacock premium. Shall I ship it to you?

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.. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc.

Xfi:-
As an apology I would also like to add unlimited data on your account under which you will get advanced security. With this you can also get free xfi pods. Shall I add it on your account?

As I checked on your account that you have not merged your device with XFi complete which provides advanced security including unlimited data.
Also, the dedicated team will evaluate the Wi-Fi network remotely, if in case any dead spot is found, you will be eligible for a FREE xfi pod which is worth $119.

Usually this, Xfi Complete costs around $50 per month. However, it will cost you almost same price you are paying right now. Believe me very few valuable customer are eligible for this amazing deal.

I want to share that as I have reviewed your account you are eligible for the xfi unlimited data at just $11 more. Which normally cost $30. As well with xfi unlimited data you will get the free xfi pods after the 14 days assessment period along with the data of no cap value. Would you like to add it



Cable :-
I want to share that As I have checked your account you have popular tv with 125+ channels I would upgrade with ultimate with 185+ channels it would cost you $20 however it normally cost $50-$60.
As I am working on your account, I have found you are paying for Choice TV cable plan with 10+ channels or Popular TV cable plan with 125+ channels.
I found an amazing deal for you in which you will get Ultimate Tv cable plan with 185+ channels. It would be great if you have more channels, as more channels are always best for watching more amazing and wonderful worldly activities.
As I am working on your account, I have found you are paying for 300mbps internet speed + Choice TV with 10+ channels.
I have an amazing promotional deal for you in which you will get 600mbps speed + 185+ channels.
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TENURE AND BUSINESS APPRECIATION:-

I noticed while authenticating your account that you've been with us for the last sometime. 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.

We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for
being a valuable part of Comcast Family.
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(IF CUSTOMER IS NEW):---

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.
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Call request:-
I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you.
However you can share your query with me here on chat and I will try my best to resolve it.
Since you’re looking to have a word with Voice representative, please call us at 1800-934-6489.
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Selfhelp:-
My account :_
My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link :
https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting.

Meanwhile, may I know if you are aware of Xfinity My Account App, in which you can pay bill, troubleshoot, check outage, cancel or reschedule a tech etc.?
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