Notes
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2 name
3 i can see you are contacting to us for the Xfinity services.
4 concern elaborate
5 empathize, corelate + assurance {be warm and friendly}
6 corelate- I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
7 probe-hold (may I please call on hold for 2 minutes while I m working/reviewing/fetching information on your account){set expectations}
8Unhold-APPRECIAT-time+Patience+loyal customer(Xfinity rewards)(S.A+BAXA)
9 Resolution on the customer query+ pitch the Xfinity app to the customer
10 additional/further assistance
11 summarize -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)
*try to use power words-great, awesome, wow, amazing, wonderful, fantastic.
*for more information: notes.io/qzQdz for the empathize
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