Notes

Agent
Thank you for calling Xfinity, my name is Smith. Who do have I pleasure of assisting today?

Customer
ERIC

Agent
Hi Eric could you please help me with your Last name

Customer
Walker

Agent
Thank you John for providing me your name. As I can see in my system, you are calling today in regards to (refer the issue from OneCTI Tool).
or how can i help you today?
or (if he tells his problem along with his name and needs a xfinity package) alright eric, thank you for showing interest in xfinity products
You have reached the right person I am here to help
you with providing the best package as per your requirements.
Could you please tell me....(his/her requirements)


Customer
Yes, You are correct

Agent
Don’t worry Eric, you reached the right person I am here to help you with your concern.
or Alright Eric you need not to worry as you have reached the right person





Hold script
May I place your call on hold for 1-2 minutes mean while I am working/ review on your account.

Unhold script
Thank you for being in hold I really appreciate your time and patience









Summaries the call

Agent
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.?





Customer
Yes.

Call 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.

Soak Process

““I understand the importance of having your services working. I want to assure you we're doing everything possible to resolve your issue in a timely manner."

"I’ve created a ticket to assist you with a resolution. This process takes [insert the time frame from the ITG] to attempt to resolve remotely."

"But I have great news! To make it more convenient for you, we can text you to confirm if services are restored.
If not, we'll schedule a time for one of our skilled technicians to come to your home as soon as possible. What's the best mobile number to contact you?"










okay Great! let me quickly share an approval link with you. Would you like me to send the link on your email address or on your mobile number?
could you please provide me with your email/phone number.
thanks you, Eric, I have send you the approval link on your email/phone number. just go through the terms and conditions regarding the package and if you agree, click on the I AGREE button



Eric as you have agreed to the terms and conditions , I would like to ask you how do you want to get your setup installed? You want us to send an expert technician at your place
or you want to install the setup on your own?
SEND TECHNICIAN
Just to inform you, ERIC, the one time charges for the professional installation are $100. so should I book an appointment for the same.
Alright Eric, let me book an appointment with the technician for you i'll take a few moments