Notes
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Opening script
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).
Customer
Yes, You are correct
Agent
Don’t worry Eric, you reached the right person I am here to help you with your concern.
Closing Script
Hold script
May I place your call on hold for 1-2 minutes in the 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?"
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