Notes

Script:
Agent:
Good Morning! Thank you for answering the call this side Max from Xfinity Comcast How are you doing today?
Cx: I'm good how are you
Agent: I'm good. Thanks for asking
(Give her reason why you are calling ) Mr. cx on 10-09-2024 you made the payment of $100 for tech visit right?
Cx : Yes
Agent: Ok as we promised that date after some time you will get the refund of that amount so that's the reason I'm calling you. I this the good time to talk you.
Cx: Yes
Agent: Alright!so Mr. cx this whole process take you you 5 to 10 min make sure do not disconnect the call If in case call got disconect your application for refund will be automatically cancelled ( bscially you have to explain if call disconnect we need to work on refund from begnning) Mr. Cx I just need your patince saty connected with me.
Cx: okay
Agent: So in order top process the refund we need to connecte with Xfinity advance servers so that we can securely send the money
* Just to clear you expection until unless we not connected with servers we are not autorised to send the money beacsue it's a huge amount and for the security perpose we need to connectec with the Xfinity severs Just to confirm are you an iPhone user or andirod user

Cx: I'm using iPhone 13 pro
Agent: Oh! cool I' m also an iPhone user
Alrigth! so Mr. cx in order to connect with servers we need to install one application in your mobile ( it's collaborated with Xinity comcast It's our accounts partner and also we are using this application to resolve the cx internet and Tv issues )
Cx Ok

Agent: Okay! Mr. cx just open your app store do let me know once it's open
Cx ok! It's open Max
Agent: Just go ahead and search the appliaction name ZOHO assist customer it's clour in GREEN
Install the application and do let me know once it's done
Cx ok! It's done
AGent: ok Mr. cx I would request you to open the application and allow all the permission and do let me know once once you are able to see the page ( ENTER YOUR SESSION KEY) I will provide you te session key you just have to enter that key >> Click on join >> Allow all the permission>> & HIT ON Start broadcast now
Cx: Ok it's done
Agent: Thank you so much Mr. cx we are sucessfully connected with services and I approciacte you efforts.
Cx: thank you
Agent: now we are proceeding for refund
Before proceeding I need to verfiy you deatils
Just to confirm is this you credit card number ending with 9999
Exp
Cvv
Billing address
Card holder name
(ALL DEATILS CONFIRMED)
Thanks for confirmation
Now I'm sending the money I will let you know once it;s done
Cx ok
Thanks for you patince! I've sucessfully sned the money please check have recived check your (email first)
Cx: I opened the email and there is nothing
Agent: OK no worries you know some time it's take time So I would suggest you to check with you bank(open your bank and check have you recived or not)
Cx not yet
Agent ok let me check
NOW GIVE HER RESON AND TRASFER THE CALL TO CLOSER OR BANKER