Notes

INTRODUCTION OF CABLE BOX ACTIVATION

Hi, appreciate your patience holding on the line. Thank you for choosing Xfinity, My name is Maria. How may I help you today?

"I apologize for the inconvenience. Thank you so much for letting us know about your concern. I fully understand that you truly want to activate your cable box and your business means a lot to us. I'll be more than happy and willing to help in resolving this for you. Allow me to pull up your account.


To address you properly, May I have your full name pls?
To verify the account I working with, may I have your Service Address pls.

“I’m so glad you’ve called. Internet is such a necessity these days. I will be able to help you fix this issue and have you connected to your internet. Let’s go ahead and do some basic troubleshooting steps for us to better isolate the issue and came up with best resolution. Let me ask you a few questions before we start. Is that alright? Awesome!”

Before we proceed, we'll check power, input and connection of your TV and cable box, then I'll walk you through the On-Screen Activation Process. We will exhaust everything to make sure your services will be up and running. However IF the equipment doesn’t respond, we'll send an expert as permanent and guaranteed resolution. So, Let’s go ahead and do some basic troubleshooting steps for us to better isolate the issue and came up with best resolution. Let me ask you a few questions before we start. Is that alright? Awesome!”


ASK: Is this your first time activating this box? Or has the box worked before?

ASK: I believe that this is your only one device you have?

ASK: May I ask for the exact message you are seeing on your TV screen?

ASK: After the TV Box has started up and any required firmware has been downloaded and installed, you can select your preferred language (English, Spanish or French). After selecting your language, the remaining activation screens will be shown in that language. Your On-Screen Guide and menus will also appear in the language.

ASK: You’ll be asked if you’d like to continue using Voice Guidance. If you choose Yes, all the following activation instructions will be spoken to you. If you choose No, you’ll go through the visuals shown below.

ASK: Activation Process
Enter the last four digits of any phone number listed on your Xfinity account. Use the number keys or directional pad on your remote to enter numbers.
ASK: Verify via text message and verification code.

ASK: Once your device is successfully activated, you’ll be asked to configure your device and remote. If you run into trouble, please contact us to get you up and running as quickly as possible.

WHILE WAITING

ASK: On the Name Your Device screen, use the up and down arrow buttons on your remote to choose a preset device name or create a customer name. Select the desired option, then press OK.

ASK: Video and Audio Optimization - After your device has been named, we'll optimize your video and audio experience.
ASK: After your TV Box has been configured, you'll see the Xfinity logo.

ASK: The next step to set up your X1 TV Box is to pair your Xfinity Voice Remote with your TV Box. To do this, please see our remote pairing instructions.
Once activation is complete, the TV will go directly to live TV programming.


Congratulations! I am so happy that I was able to help you activate the box. You did a fantastic job helping me to activate and I appreciate all the help. I wish all customers are as kind as you.

Alright, Mr. / Mrs. Customer since were done just to make sure that I covered up your concerns today. You called in regarding your cable box activation, and we got it resolved by undergoing step by step process of troubleshooting and diagnostics. Can you confirm that this resolves your concerns today?

Great! I would like to thank you for sharing your precious time with us in troubleshooting the equipment, also for your patience and cooperation.
and I appreciate any feedback on the service and experience I have provided you today. Thank you for being loyal Xfinity Customer!. Once again this is Maria and have a good day.






ROADMAPPING




"I apologize for the inconvenience and certainly understand where you’re coming from and I know the importance of getting your internet working since most of us are now working at home. With your cooperation mr./ms. CUSTOMER, we’d be able to resolve your concern and get the best resolution