Notes

OPENING SPIEL - "THANK YOU FOR CHOOSING XFINITY, I'M LILY YOUR REPRESENTATIVE FOR TODAY, MAY I KNOW YOUR FIRST AND LAST NAME PLEASE?"
AER - "Take as long as you need. I am here to assist you", "I’d be delighted to help you", “Your experience has been undeniably unsatisfactory. I will ensure that this problem is addressed.”, “Don’t worry, you have the best person on the phone to assist you.”, “Let’s figure out how we can solve this together.”, | “Thank you for reaching out to me about this.”, “You are absolutely correct.”, “We apologize you had to go through this….”, | “I cannot even fathom how distressing it must be to….”, “I recognize the difficulty of the issue, but let’s strive to find a resolution.”, “What you have gone through is equally unacceptable to us as it is to you.”, || A -“I hear that you're unhappy with our service.", E - “I understand how that can be frustrating and disappointing.”, R -“Let's discuss your concerns, and I'll do my best to find a solution for you.”
ROADMAP - JUST TO SET SOME PROPER EXPECTATIONS, WE'RE GOING TO PULL UP YOUR ACCOUNT, AND IM GOING TO DO SOME BASIC TROUBLESHOOTING STEPS HERE, AND I WILL BE ASKING SOME QUESTIONS FOR ME TO BE ABLE TO ADDRESS YOUR CONCERN TODAY, AND PROVIDE YOU WITH THE RIGHT RESOLUTION. (SO BEAR WITH ME)
DISCOVER NEEDS - (PROBING QUESTIONS)
RESOLUTION - (PROVIDE SOLUTION DEPENDS ON THE CONCERN)
SSO (XFINITY APP) - IF YOU'RE HAVING THIS KIND OF ISSUES IN THE FUTURE YOU CAN DOWNLOAD XFINITY APP ON YOUR MOBILE PHONE,( FOR FUTURE PURPOSES.) / IF YOU HAVE QUESTIONS ABOUT YOUR SERVICES IN XFINITY YOU CAN ACTUALLY CHECK IT ON OUR XFINITY APP, YOU CAN DOWNLOAD XFINITY APP ON YOUR MOBILE PHONE, YOU CAN DOWNLOAD IT THRU PLAY STORE OR APP STORE, AND ALSO YOU CAN MANAGE YOUR ACCOUNT ON THE APP LIKE YOUR "BILLINGS", "MANAGE YOUR IDENTITY", AND "MANAGE YOU SECURITY" ETC. (AND MANY MORE)
RECAP - SO BEFORE WE WRAP IT UP, JUST A QUICK RECAP (ABOUT THE ISSUE) (SOLVED ISSUE) IS THERE ANYTHING I CAN HELP YOU WITH TODAY?
CLOSING SPIEL - "ALRIGHT THEN, I'm happy we could make this right for you Mr/Ms Customer, once again thank you for choosing xfinity as your internet provider, this is lily, thank you so much for your time, you have a wonderful day."