Notes
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1. be warm and friendly- giving vip treatment
2. LARA- listen actively and respond appropriately
3. own it- best possible resolution + confident tone
4. show appreciation
5. make it effortless- simple layman + self help(xfinity app)
6. BEXA- be xfinity ambassador ( stream app / hotspots/ xumostream)
7. Discover need- req. of the customer ( probing questions and needs)- since how long, any trouble shoot, how many Tv's, little bit about lifestyle, open ended questions
8. Set clear expectations
xfinity app- how to down and how to sign in
webportal
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