Notes

opening :
Thank you for calling Xfinity, this is YOGESH . Who do have I pleasure of assisting today?
welcome to Xfinity Norma. how u doing Norma
concern :
empathize: I can understand Don't worry now you have reached the right agent, I am here to help you with your concern. I assure you I'll try my level best to HELP you with the possible resolution on the call

could you please help me with your account number
thankyou for providing me your account number Norma
as I can see over here you been with us for so long.
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.
hold
okay so I am quickly reviewing your account for that I am going to place your call on hold for 1-2 minutes in the mean while I am working/ review on your account.
unhold: appreciate for business
thankyou for being on hold I really appreciate your time and patience.
probing :
What type of connectivity issue is the customer experiencing with their XFINITY Internet?
thanks for confirming the issue you are experiencing. I am happy to assist you with you concern. to check your modem status and accurately diagnose and resolve the issue I'll need to ask a few question
***customer wants tech visit to home
agent - I completely understand your frustration but the troubleshooting can often identify and solve issue quickly without a tech needing to come to your house which could be more convenient for you
dead air * I'm working on your concern please stay connected
have you changed the location of modem /equipment recently or added any new equipment ?
please check what is condition of the power light on the modem .
alright meanwhile i m working on this I can share troubleshooting steps with you on your registered email with xfinity for future reference
TSs-
personal connect - how's the weather out there ?
self help - xfi app - have you heard about xfinity app .
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.
i am sure you will enjoy the features of xfinity app
BAXA- xfinity stream , xfinity hotspot , xfinity reward

I hope you have heard about Xfinity reward program
Xfinity rewards is our customers appreciation program with a mix of special perks and unique experience to thank our customers for their loyalty. there is no cost to join.
resolution - issue fixed or not
if yes appreciate customer - ooh that's great we really appreciate your efforts without your help we have n't gone so far
if not techvisit
shipment
store pickup
sale - flex pitching
Flex Pitching(Internet customers Only): You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacock premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?
if not techvisit
shipment
store pickup
Summary:- Just to quickly summaries the call for you John as we have covered a long way
You called us today in regard to your (issue), I shared all the relevant information with you.
So can you confirm me that this resolves all of your concerns for today.?
Great! I appreciate any feedback provided on the services and the experience that I have provided you today.
additional help : apart from this do you need any further assistance ?
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.