Notes

Greetings: Open the call correctly
Thank you for calling Comcast my Name is_________________, May I have your 1st Name Please
Thank you so Much Mr._______________How are you today?
Provide appropriate empathy and assurance statement - Use the caller’s Name
E.g
Oh that's not good that you are seeing an increase on your bill, let me check on it so I can help you with it.
I apologize that you have been waiting for such a long time and having trouble with the automated system, It is actually designed so you will be routed to the right department. I can see that you have questions on your bill right? So let me help you with that right away.
Ask relevant questions: Please see sample questions below.
Did you change your package lately?
Where you able to pay the full amount on your previous bill?
Do you happen to know if you are enrolled on a certain promotions which you think will expire soon or expired already
Did you add or purchased another channel of another product?
Utilize your resources: this is to make sure that we would be able to provide appropriate explanation to their concerns
HOW Documents
Bill Comparison
Billing ledger
Offer XM: Once you resolve the issues of the customer and the customers agrees on your explanation Please make sure to offer XM for more savings - See sample transition statement:
Mr. Smith I would like to take this opportunity also to discuss to you how we can further save money. I would like to ask though:
What is your current mobile provider?
How Much are you paying with your currently mobile provider?
Please see verbiage below on how we should offer XFINITY MOBILE
You know what here in XFINITY we offer a mobile service for only $45 on the 1st line, as compared to your current mobile provider we are saving as much as $xx on top of that, if we are to avail our promotion right now we will provide you a $10 discount on your internet services for the next 1 year. Imagine for that $10 alone we are already saving as much as $120 per for 12 months. So why don't we sign up you right now so we can start saving money
Close the sale by using assumptive close
Example spiel for assumptive close: Let me sign you up then so we can start getting those savings right away
If the customer decline for XM offer other products for GSR
Upgrades for internet speed
Flexbox
Provide a complete RECAP- Please see sample script below.
To make sure everything is being covered, the reason for your call today is_____________________ and the resolution provides is that_________________, are we good with the resolution?
Tempt Check: Ask questions to identify if the customer is happy with the resolution you provided and if they have other concerns
Was I able to answer all your questions for today?
Anything else I can help you with?
Educate the customer about SSO:
Alright then, I am happy that I was able to answer all of your questions for today, before we end this call I would like you to know that you can also check your bills, make payment and see other promotions that we have using the Xfiniy app, I really encourage you to log-in to your account and see the features of it as it is really helpful and convenient., ok?
Close the call:
Once again my name is_________ appreciate you calling and your cooperation to sort things out. Have a great day, byebye.