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Hi CUSTOMER, how are you doing today?
Hi CUSTOMER, I can see you are calling in regarding xyz.
Rest assured you have connected with the right person and by the end of this call I will try to provide you with the best possible solution. (Empathize and understand the customer and proivde assurance)
May I know how many devices are you currently using
(Questions regarding usage / connectivity / etc.)
May I please put your call on hold for 2 minutes while I fetch the details for the best solution / offer.
Thank you for being on hold John I really appreciate your time and patience. While I was getting the details I noticed that you have been with xfinity for over 4 years and you are our Gold tier customer. We really appreciate your loyalty and as a token of appreciation I would like to tell you about xfinity rewards which is a customer appreciation program from xfinity and you can redeem your rewards from the xfinity app.
To summarize, today you called in regarding the issue with your internet services and after troubleshooting, we were able to get your services online. Can you please confirm that?
Is there anything else I can assist you with?
Thank you for choosing Xfinity. Have a great day!
- Be warm and friendly
- Own it
- Show appreciation
- Make it effortless
- Discover needs
- LARA
- Be an xfinity embassador
- Set clear expectations
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