Type
Bingo Cards
Description

Be Warm & Friendly
Set Clear Expectations
Own It
Show Appreciation
Discover Needs
Be an XFINITY Ambassador
Listen & Respond
Make It Effortless
Used the Caller's Name
Sounded Excited About Comcast
Asked Probing Questions
Thanked Customer for Loyalty
Offered a Summary of The Call
Offered MyAccount App
Provided Caller with Empathy
Picked Up on Caller's Cues
Power Words for Confidence
Offered Personal Experience
Discussed Channel Line Up
Used Courtesy Phrases
Heard "I Love My Job" comment
Sounded Authentic & Genuine
Displayed a "Can Do" Attitude
Used Account Clues for Assist

    Customize    

S4X Word Search

Type
Word Search
Description

Accountability
Authentication
Be Warm & Friendly
Benefits and Features
Build Rapport
Clear Expectations
Clues
CPNI
Cues
Customer Approval
Discover Needs
Educate
Exceptional
Genuine
Gratitude
Helpfulness
Listen
Make it Effortless
Own It
Promote
Relevant Questions
Respond Appropriately
Risk Management
Show Appreciation
Xfinity Ambassador

Xfinity Ambassador Word Scramble

Type
Word Scramble
Description

Remote App
My Account App
Discover Needs
Probe
Xfinity Mobile
Connect App
Xfi App
Cues and Clues
Xfinity Ambassador
Home Security App
Pitch
Xfinity Stream App
Customize Package
Ask Questions
Build Value
Xfinity Brand

S4X Quality Word Search

Type
Word Search
Description

XFINITY
WARM AND FRIENDLY
THANKSGIVING
SHOW APPRECIATION
RESPOND APPROPRIATELY
QUALITY SCORE
OWN IT
MEMPHIS
LISTEN ACTIVELY
EFFORTLESS
DISCOVER NEEDS
CUSTOMER APPROVAL
CLEAR EXPECTATIONS
AUTHENTICATION
EIGHT BEHAVIORS

S4X Word Scramble

Type
Word Scramble
Description

Be Warm & Friendly
Build Rapport
Exceptional
Educate
Benefits and Features
Relevant Questions
Listen
Respond Appropriately
Xfinity Ambassador
Clear Expectations
Own It
Discover Needs
Show Appreciation
Make it Effortless
Customer Approval
Authentication
Risk Management
CPNI
Cues
Clues
Promote
Gratitude
Genuine
Accountability
Helpfulness

Xfinity Genuis Updates Crossword

Type
Crossword
Description

New 2017 prices begin Dec 18 Rateadjustment
Disrupts our customers services and over the air communications Signalleakage
As of Dec 31st these customers can no longer use their old .net and must migrate to comcast.net EarthLink
Customer will now receive a reminder email when this is going to expire Creditcard
Adding preferred email to the account Emailcapture
App that views Comcast alerts MyAccount
Previously non customers could use this to create emails to use our.com. We no longer provide this service FCCconsentdecree
Previously non customers could use this to create emails to use our.com. We no longer provide this service Mysignin
The app that allows you two swap out up to 2 RNG150 on screen Netflix
The customers’ ability to learn how to do many Xfinity things ono their own SelfService
This apps launch has been delayed until further notice that lets you view video RokuApp
A way to express your feedback monthly ENPS
The customer most likely to recommend Comcast to family and friends Promoter
The customer most likely to take a promotion with another company if offered Passive
The customer that is most likely to leave at any time Detractor

Xfinity Genius Updates Crossword

Type
Crossword
Description

Rateadjustment / New 2017 prices begin Dec 18
Signalleakage / Disrupts our customers services and over the air communications
Earthlink / As of Dec 31st these customers can no longer use their old .net and must migrate to comcast.net
Creditcard / Customer will now receive a reminder email when this is going to expire
Emailcapture / Adding preferred email to the account
MyAccount / App that views Comcast alerts
FCCconsentdecree / Customers must now confirm they understand the purchase of services, products, and equipment
Mysignin / Previously non customers could use this to create emails to use our.com. We no longer provide this service
Netflix / the app that allows you two swap out up to 2 RNG150 on screen
SelfService / the customers’ ability to learn how to do many Xfinity things ono their own
RokuApp / This apps launch has been delayed until further notice
ENPS / A way to express your feedback monthly
Promoter / The customer most likely to recommend Comcast to family and friends
Passive / The customer most likely to take a promotion with another company if offered
Detractor / the customer that is most likely to leave at any time

S4X Quality Word Search

Type
Word Search
Description

Ambassador
Appreciation
Discover Needs
Effortless
Empathize
Listen Actively
My Account App
Own it
Pitch
Probe
Relate
Warm and Friendly
Xfi App
Xfinity

Comcast Quality Word Search

Type
Word Search
Description

Professional
Communicate
Confidence
Ownership
Recap
Listen
Authentication
Internet
Video
Transfer
Dead Air
CPNI
Policies
Documentation
Closing
Summarize
Demonstrate
Concern
Greeting
Rapport
Xfinity Hotspots
Xfinity Mobile
Remote
XFi
Xfinity Connect
Stream TV
Double Play
Triple Play
My Account
Xfinity Home
TSR

xfinity mobile Crossword

Type
Crossword
Description

this service allows college students living on campus to stream live and Xfinity On Demand shows and movies to their laptops, desktops and mobile devices. Campus
with this app users can locate and get directions to over two million Xfinity WiFi Xfinity WiFi Hotspots app
this app It's used for things like setting up data notifications, viewing your account statements, managing account settings and contacting Xfinity Mobile Specialists Xfinity mobile
At the beginning of every _______, we give you 100 MB of free shareable 4G LTE data, just to start things off right. month
with this plan We never cap the GB that you use or reduce your data speeds, so you'll always have the data you need. There are no service interruptions and no overage charges on your bill. Unlimited data
You cannot add new lines or services to your Xfinity Mobile account if you cancel your _________ Xfinity Internet service.
Letting the customer know early in interaction how important they are to us, and that we appreciate their loyalty falls _______ S4X behavior Show Appreciation
Keep the customer informed throughout the interaction falls under ________ S4X behavior Set Clear Expectations
apps that are already built it a XM phone are ? Preloaded
lets customers quickly listen to voicemail messages in the order they choose Visual Voicemail
the ______ app helps customers stay connected on the go Xfinity Connect
you receive a customer who is interested in signing up for Xfinity Mobile, please transfer them to Mobile Sales
We waive or refund the charges for the new device. Do not perform an RMA. cannot

QA Crossword Challenge!

Type
Crossword
Description

This should be done at the beginning of the call, when returning from hold, and at the end of the call? Thank
What you greet the caller with. LEGALNAME
An expectation given to the provider before placing them on a hold. TIMEFRAME
Putting yourself in someone's shoes. EMPATHY
Summary of the call that must be stated to the provider every time. RECAP
Information of what was discussed on the call left for the next CSR. DOCUMENTATION
Self-service utilization tool for participating providers. NAVINET
If you don't ask these questions you could be violating HIPAA! AUTHENTICATION
Should be professional, consistent, and sound interested on every call. TONE
The plan will pay 75% at the (?) rate? CONTRACTED
Calls or accounts we do not service! We transfer! AHNJ
WHO IS THE BEST AGENT? YOU