Notes

Empathy and Correlation Statements:

• I completely understand your concern. I surely will try my best to get this sorted over the chat.
• I completely understand your situation as I am also a internet user, 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.
• I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue. I completely understand your situation as I am also a internet user, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. You have reached to right agent. I will help you with best possible resolution on call.


• I apologize for the inconvenience. I can understand the importance of running cable as it is a world of entertainment and I have kids at home and know importance of cable as it's the important source of entertainment for them. You have reached to right agent. I will help you with best possible resolution on call.


-------------------------------------------------------------------------------------------------
Show Appreciation:
• Business: Thank you for being a valuable customer for such a long time. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
• Time patience and efforts
• Thank you for being my hand and eyes, it was possible only because of your efforts.
• You have been a fantastic team player in helping me resolve your concern.
• I appreciate your time and patience.
• I appreciate your efforts on chat.
-------------------------------------------------------------------------------------------------
Make it Effortless:
• Self help
• Correct ITG followed
• Easy and layman language(no technical terms) used on chat

• Authentication done when required(for e.g. When making any changes on account or sharing account sensitive information)

-------------------------------------------------------------------------------------------------
Listen Actively and Respond Appropriately:
• Timely responses and acknowledge the customer
-------------------------------------------------------------------------------------------------
Discover Needs:
Probing:
o May I know since how long you have been facing this issue?
o May I know if you have done any troubleshooting on your end to get this issue fixed?

o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o Are you connected with in home Wi-Fi or Xfinity hotspot?
Usage :
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?
-------------------------------------------------------------------------------------------------
Be an XFINITY Ambassador:

• Xfinity My Account App
• Xfi App
• Xfinity Stream App
• Xfinity Hot spots App
• Xfinity Rewards: Xfinity Rewards is a program just for Xfinity customers — our way of saying thank you for being with us. Rewards members enjoy a special mix of special perks, unique experiences, product benefits, and so much more. The longer you’re with Xfinity, the more rewards you get; and it’s free and easy to use. You can enroll for rewards visiting Xfinity.com/rewards and avail benefits using Xfinity app.

-------------------------------------------------------------------------------------------------
Set Clear Expectations:

• Technician details: Technician Disclosure, Ticket number, date, time


-------------------------------------------------------------------------------------------------
Xumo Stream Box Pitching(Internet customers Only): Xumo Stream Box from Xfinity is the newest streaming device for our Internet customers at no extra cost. With Xumo Stream Box, you can:
Quickly and seamlessly connect to live streaming entertainment and your favorite apps, all in one place.
Watch all your favorite Xfinity Stream channels, including NOW TV and 300+ free TV channels with the Xumo Play app — right on your Xumo Stream Box.
Enjoy Netflix, Prime Video, Hulu, thousands of free movies, shows, and more without switching apps or inputs.
Enjoy one-stop search and control with the new XR100 Remote with voice capabilities.
There would be a one time $15 charge.


Xfinity Hotspots App:
Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device. You can save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password. Application is available on App Store and playstore for iOS and android devices.

Xfinity App:
For Cable Customers: The Xfinity app allows customers to easily gain access to self-help information and troubleshooting steps on their devices. Manage technician appointments, including rescheduling. Make payments and view billing information. Allows to manage account and view account information remotely. It allows you to view outage information Application is available on App Store and play store for iOS and android devices.
For Internet Customers: The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
Xfinity Stream App: Turn any screen into a TV with the Xfinity Stream app — included with your Xfinity service. You never have to miss must-watch TV. Stream top networks, live sports and news, plus thousands of On Demand shows and movies on any device. Schedule and manage recordings from any device. Stream DVR recordings from anywhere. Download DVR recordings and watch offline. You can download the Xfinity Stream app on your phone or tablet from Play Store or App store. You can either watch online on a larger screen? Visit xfinity.com/stream.