Notes

Opening
A wonderful day! Thanks for contacting Xfinity chat support. My name is xyz. your Xfinity ambassador for today. It will be great pleasure to assist you today. May I know your first and last name of Awesome customer. Kindly tell me more about the concern and let's start working on it.

I highly appreciate your efforts prior this chat. Let me take care of this for you : )

Please help me with services address with zip code to pull your account and your first and last name on account.

- (WHEN CUSTOMER WANT AGENT TO CALL BACK )

I understand it is convenient to get assistance over the call but as I am from chat team I am not able to call you. Please provide me this opportunity to assist you over chat I will be more happy to help you with your issue

I completely understand you. I will make sure that this will be the last time that you'll chat about this issue.

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 appreciate your business and loyalty with Comcast

Apologize for the inconvenience, I certainly understand your concern and realize the importance of Internet in these tough times. Please be assured, I'll definitely resolve your issue asap


Just to confirm if I am working on the right account, Is this " ** Customer Address in Einstein** your service address?
Could you please help me with your First and Last name along with Zip code?

I would rather thank you for being so patient and amazing with me over the chat.


You have been very patient and amazing with me today, certainly the best customer I had today. Will there be anything else I can help you today?

(CLOSING )
A brief recap, today you chatted in regarding issue with internet connection , and we discovered that with troubleshooting it will fix..
Can you confirm that this resolves your concerns today?

Awesome!
I appreciate any feedback on the experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day”

WHEN MODEM IS offline
Unplug the coax cable from the wall Internet outlet and plug it back after 15 seconds.
Do same with the modem unplug the Coax cable from the modem and plug it back after 15 seconds.
Do let me know once you are done, Okay?

Your chat has been routed to the support desk for residential customers only. Your account is a Business class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance.

(When technician scheduled )

Before scheduling, I hope everyone in your family is safe from the covid? Good to know that. I wish you and your family long happy life.

There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
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 t the person to be there on your behalf.

There is no need to initiate chat for tech related query. Because you can track it on My account app and make changes as well, like reschedule or cancel.


(Sale Pitch )

Would you like if I help you to upgraded the Internet speed up to 600MBPS( currently you have 300MBPS only) with a new upgraded modem swap free of cost in Almost the price what you are paying now
Shall I explain you the deal?

2. XFi :-

I wanted to inform you that having the Unlimited Data during this time is quite reasonable for my opinion since most of our family member is at home and gradually use the Internet.
While working on your account I have seen that you are eligible to add XFi complete in your package for just additional $11.

With this add on the data restrictions will get removed from your internet plan and It will protect you from being charged for Over Data Usage fee.
Also you will get XFi advanced security enabled on your model and you can get free XFi pods to increase the Wi-Fi coverage and better connectivity in your home for free of cost.
Your current data usage is high speed data usage is restricted to 1229GB.

Its included with Xfinity Internet for no additional cost For you and the best things is you wil get the peacock premium access as well free of cost

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

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.


Have you heard about the flex services?
A voice-controlled 4K streaming box that puts all your favorite streaming apps in one place on your TV.
With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it’s easier than ever to search across your apps, all in one place.

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

To pair XR15
Press and hold the A (triangle) and D (diamond) on the remote for three seconds until the status LED changes from red to green.
Enter 9-8-1 on the remote. If the status LED blinks blue twice, you have successfully reset your remote.
Press A button on your remote. Select the remote pairing option. And follow the on screen instructions.
XR11
Press and hold the Setup button on the remote for three seconds until the status LED changes from red to green.
Press 9-8-1 on the remote. If the status LED blinks green twice, you have successfully reset the remote.

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 have successfully added a credit of $20.00 on your account this will reflect with your next bill and will get updated on your online account with 24 hours

1. Please open the link : https://idm.xfinity.com/myaccount/reset
2. Enter your username:
3. Then click on Continue, then enter the Captcha (dancing letters) and then you will get the option to send the reset code on your registered email/phone number.
4. Send the reset code to your email/phone number.
5. Using that reset code and your username and then click on login. You will get a option to reset your password there. Please change your password and login to your account.

I can help to get unlimited data for WIFI on your account almost in same price what you are paying now. Currently yo do not have unlimited data on account and I can help to get that in the same price what you are paying now . Sounds Good?

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?





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.

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.


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


Today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?

Great! 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.



1) Be 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

1. 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

1) 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

2) Set Clear Expectations:

I am scheduling

Options for you are

Does that makes sense

Next month your bill will

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
We can have a tech out there for you on (date) between) (Provide all appt disclosures)

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Fantastic! I'm glad that we were able to fix ….(issue). Hope you enjoy the service. I appreciate your patience and effort working with me today

Cheers to our team work! It was nice to help you. Anything else may I help? Or any other (issue) need to fix.

Got it! I will have it noted on your account. I appreciate your cooperation in troubleshooting with me. I just want to make sure everything is covered while you still have me, is there anything else I can help you with today?

Refresh has been successful. Now, please turn off your TV, unplug it from the power source for 15 seconds and restart it

I have successfully sent the reset signals. An automated system check has identified the modem is online. Please check if you can connect now

Sure, thanks for hearing me out. I appreciate it

Glad we could work things out

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!

Xfinity System has automated its password reset system, unlike many service provider that allows their respective user to reset their password at their own without calling to their helpdesk. So this is a onetime activity to be completed by the user and after that you can easily reset your xfinity my account password at your own.

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Post transfer script # I noticed that you were speaking with another representative. Please give me a moment while I review your previous interaction. I'll be happy to pick up from where you left off.

Toggle Statement # 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 yourself

SOAK Message # As I have checked, the problem may not be with your device nor the line. The only thing that needs to be done is for us to investigate what's causing this issue. I will be creating an open ticket for our back office engineers to analyze the possible causes and resolve the issue remotely. We'll take care of this for you and will contact you within next 60 minutes on a priority basis.

Ownership statement # 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
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