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2 name
3 i can see you are contacting to us for the Xfinity services.
4 concern elaborate
5 empathize, corelate + assurance {be warm and friendly}
6 corelate- I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
7 probe-hold (may I please call on hold for 2 minutes while I m working/reviewing/fetching information on your account){set expectations}
8Unhold-APPRECIAT-time+Patience+loyal customer(Xfinity rewards)(S.A+BAXA)Xfinity Rewards Overview - PRD20015
What is Xfinity Rewards? - HOW20203
(Shareable with Customers)
Xfinity Rewards – FAQs - HOW20503
Xfinity Rewards Monthly Highlights - HOW20511
April Xfinity Rewards Highlight! - NWS22617
Xfinity Rewards Credits and Escalations - HOW20390
Xfinity Rewards Status Change Requests - HOW20500
Xfinity Rewards troubleshooting and credits - HOW20590
{thank you being on hold Edem i really appreciate your time and patience and being a valuable customer to us Edem i really appreciate you. i really glad to give you resolution for your concern as i saw on your account you are a loyal customer
9 Resolution on the customer query+ pitch the Xfinity app to the customer
10 additional/further assistance
11 summarize -call closing (Thank you for choosing Xfinity, We appreciate your business and for being our valuable customer. Hope you have an amazing rest of your day)
*try to use power words-great, awesome, wow, amazing, wonderful, fantastic.
*for more information: notes.io/qzQdz for the empathize
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