Notes

MOCK CALL FOR ITG FOR INTERNET ISSUE
(CABLE ISSUE, POWER OUTLET ISSUE ,NO INTERNET,GATEWAY CHANGE)

Thankyou for calling Xfinity My name is Sourav whom do have i pleasure of assisting today.
first of all i would like to thank you for being our valuable customer & for choosing Xfinity.
I understand your concern (So don't worry you reach the right person )(IF NEED)i surely will try my best to get this sorted over 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:
May i place your call on hold for 1-2 minutes in the mean while I am working on your account.
UNHOLD appreciate for business
thankyou for being on hold I really appreciate your time and patience.

PROBING:
-May i know for how long you are facing this issue?
-Have you tried anything by yourself to solve this issue?
Thanks for confirming the issue you are experiencing..i am happy to assist you with you concern.

If cx need the technician:- i understand your frustration but troubleshooting can often identify & solves issues quickly without a technician needing to come to your home which could be more convenient for you.

or
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 am working on your concern please stay connected...….
have you changed the location of modem /equipment recently or added any new equipment ?

Norma I am going to troubleshoot, It will take few minutes please be connected with me..

I understand your concern and you are not doing this alone. i m here to guide you through this process step by step
& answer any question you have as we work through this.

Thanks for sharing that with me troubleshooting your modem is a quick & simple process it often resolves many issues without the need for a technician to come to your home is also can save your time n money


Of course so to reset your modem i need you to unplug it from your power outlet wait 30seconds to a min then lug it back in at that point we will wait to another min n check the status of the modem

Thank you for rerating your modem for me I m looking at your account n it looks like your modem is back online if you could try connecting the internet on your device we will be able to see if your services are back online


that's great i m happy i was able to to get your services back for you. I appreciate your willingness to troubleshoot with me and get this issue resolved for you. for your convenience we also have tools to assist in troubleshooting on yur own if you like to review them ?



PERSONAL CONNECT - how's the weather out there ?
- what are your Plans for the Christmas?


So Norma As I have tried my best to solve your issue over call , It couldn't be possible so i am going to book a technician for you ,,can you please confirm me at what time or day you are available??
I have booked aa technician for you ,you can track it on Xfinity app and cancel it if you want..

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 (INTERNET issue), I shared all the relevant information with you.
So can you confirm me that this resolves all of your concerns for today.?

additional help : Is there anything else ,, I can help you with..??
closing: Thank you for choosing Xfinity, Have a Wonderful Day..