Notes

S4X Quality Interactions

1) Be warm and friendly- Empathy, corelate, assurance
2) Own It- Assurance
3) Show appreciation- Time, patience, efforts, valuable customer by using power words
4) Make it effortless- Laymen Language, Self help
5) Listen actively and respond appropriately- Listen the cx and acknowledge timely
6) Discover Needs- Probing according to the scenario and lifestyle questions
7) Be an Xfinity Ambassador- Power words, Xfinity rewards
8) Set Clear expectations- asking for time (hold), Any changes we are making to plan

My Script


Opening- Thank you for choosing Xfinity. My name is Goverdhan. Whom do I have the pleasure of speaking with today?


Empathy- I completely understand your situation, as I am also a customer at some point, I know this can be frustrating.

Assurance- Be rest assured you have reached to right agent. I will help you with best possible resolution on call.

Hold- Can I please put this call for 2 minutes while I review your account?

Unhold- Thank you for being on hold. I really appreciate your time and patience throughout the call.

Resolution-

Summarize the whole call-

Additional assistance- Is there anything else I can assist you with today?

BAXA- As I can see you are an Gold customer and I would like to 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.



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?


XFINITY REWARDS

Xfinity Rewards is basically our way of saying thanks for being a customer. There's no cost to join, no points to track.

Just log into your Xfinity account to get started.
New rewards — like movie nights on us and giveaways — are always being added.
Explore your rewards and enjoy as many as you'd like. Get even more the longer you're an Xfinity customer.

Here are just a few examples of Xfinity Rewards- (Special Xfinity Mobile offers, Discounted tickets to Universal Orlando Resort, Deals on movie tickets, Giveaways for sports fans, etc.)
The longer you're an Xfinity customer, the more you get
Become a Silver, Gold, Platinum, or Diamond rewards member.

Like-If you are an Xfinity customer for 2 years you will be a Silver customer, Similarly, If you are an Xfinity customer for 2-7 years you will be a Gold customer, And if you If you are an Xfinity customer for 7-14 years you will be a Platinum customer, & if you spend more than 14+ years with Xfinity you will a Diamond customer.