Notes

OPENING :
Thank you for calling Xfinity, this is MAMTA . Who do have I pleasure of assisting today?
welcome to Xfinity Norma. how u doing Norma?
concern :
EMPATHY: I can understand Don't worry Norma,, you have reached the right Person I am here to help you with your concern. I assure you i will try my best to HELP you with the Best possible resolution on the call.

could you please provide 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:
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.
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***IF customer wants tech visit to home:
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..
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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..

alright, meanwhile I Am working on your issue, If you want I can share troubleshooting steps with you on your registered email with Xfinity for future reference..

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

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.
-The ability to see and be alerted to who’s connected.
-Pause devices.
-Set parental controls for safe browsing.
-Protect their network from cyber threats with Advanced Security.
-Enjoy account management and smart home integration straight from the app.

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 "Xfinity Wifi" and just by logging in using your Xfinity username and password. Application is available on App Store and Playstore for iOS and android devices.
How To Connect:-
To connect automatically to secure Xfinity WiFi Hotspots and get the best WiFi experience, download the Xfinity WiFi Hotspots app on your device. The app gives you access to the newest security features (where available) in addition to providing automatic sign in and helping you find hotspots.
For iOS and Android: Setup Secure Connection.


Xfinity Flex:
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?

Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote. Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost. Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.

Xfinity Rewards:-
Xfinity Rewards is a customer appreciation program with a mix of special perks and unique experiences as a way to thank Xfinity customers.
The longer customers are with Xfinity, the more rewards they’ll get, and Xfinity Rewards is free and easy to use.
Depending on how long a customer has been with Xfinity, they’ll be eligible for rewards, such as:
Movie nights.
Early access to games.
Xfinity product discounts.
Family activities.
Sweepstakes.
Tickets.
Gift cards.
Etc.
To join, eligible customers must go online to xfinity.com/rewards.

So Norma As I have tried my best to solve your issue over call , It coudn'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..