Customer Call Flow Checklist

In order · Start to finish

Customer Call Flow Checklist

Use this interactive guide to stay connected, thorough, proactive, and focused on first-call resolution throughout the customer interaction.

Overall progress0%

Completed behaviors0 of 0

Calculated score0% • Not passing yet

Start with a warm, professional opening statement.Example: “Thank you for calling Xfinity. This is ___________. I am here to assist you today.” Use the customer’s name naturally throughout the call.Example: “Thank you for checking those cables, Mary. That helps me identify the root cause of the issue.” Demonstrate empathy and acknowledge the reason for the call.Example: “I understand this is impacting your day, and I’ll do everything I can to help.” Build rapport with a friendly and helpful tone.Example: “Thank you for reaching out today. I know service issues can be stressful, but you’ve come to the right place and I’m happy to help.”

Allow the customer to explain their concern without interruption.Example: “Please share your concerns with me today. I want to make sure I address everything.” Ask probing questions to identify the root cause.

“How long has this issue been occurring?”
“Did anything recently change in your household?”

Verify understanding by restating the issue.Examples: “I want to make sure I understand correctly. Your internet or cable service is currently not working, is that right?”

“If I heard you correctly, you have concerns about your billing statement. Is that correct?” Ask whether there are any additional concerns before troubleshooting.Example: “Is there anything else I can assist you with today? I want to make sure we address all of your concerns during this call.”

Things to remember

Confidence is built throughout the call—not only after the issue is resolved.

Reassure the customer that you are committed to helping. Use positive, solution-focused language. Demonstrate confidence in the resolution. Ensure the customer feels heard and valued.

Take ownership of the issue from start to finish. Use all appropriate ITGs and select the correct path for accuracy. Clearly explain the actions being taken.Example: “I’m going to ask a few questions and review some information so we can identify the best solution together.” Involve the customer throughout troubleshooting rather than silently checking boxes. Set expectations for timelines and next steps.Example: “I’ll take a moment to review your account and ensure you’re getting the most from your services.” Explain any required actions and what the customer should expect next.

Check for understanding throughout the interaction.Example: “I want to make sure the steps I’m taking make sense and that you’re comfortable with our plan.” Avoid technical jargon and keep explanations simple and easy to understand.

Complete all required troubleshooting steps thoroughly. Explain what you are doing and why throughout troubleshooting.Example: “I’m checking your modem signal to determine whether the issue is coming from inside or outside the home.” Continue updating the customer on progress.

Tech Appointment ScheduledOptional call path Select this only when a technician appointment is scheduled. The five appointment behaviors will expand below and count toward the overall score only while this box is selected.

🛠️Technician Appointment ConfirmationComplete each applicable step with the customer. These items are excluded from scoring when no tech appointment is scheduled.

1Confirm the appointment date and arrival window.

“I have scheduled your technician appointment for Monday between 2:00 PM and 4:00 PM. Let me review a few important details to help ensure your appointment goes smoothly.”

2Explain appointment notifications and live management options.

If enrolled, the customer will receive updates throughout the day and can manage the appointment by text or through the Xfinity App.
A text or call confirming the appointment.
A text message when the technician is on the way.
A final text message when the technician has arrived.
Ask the customer to answer the door within 10 minutes of arrival to avoid delays or a reschedule.

3Show the customer how to manage or change the appointment.

Ask the customer to save or text the appointment SMS number now so they can receive updates or make changes: [SMS Number].
Alternatively, they can text “My Account App” to that number to install the Xfinity App.
Explain that the app provides live updates and access to additional help through chat when needed.

4Confirm location, access, parking, and pet information.

Is the home in a gated community or behind a secure entrance?
Are there special parking instructions?
Is the address difficult to locate?
Are there pets in the home? For everyone’s safety, ask that pets be secured during the visit.

5Review applicable charges and equipment-access requirements.

If applicable: “Please note there will be a charge of $_____ for this technician visit.”
Technicians cannot move furniture or entertainment centers, or lift televisions.
Ask the customer to make sure all required equipment areas are clear and accessible before the appointment.

Review the account from left to right for anything that may cause a repeat call. Address any related billing, service, equipment, or account concerns.Example: “You mentioned a few other concerns earlier. Let me look into those while I have your account open.” Identify opportunities to prevent future issues.

Upcoming bill due date
Pending service interruption
Equipment concerns
Account maintenance needs

Provide self-help resources and education.

Xfinity App
Self-service troubleshooting
Remote features
Customer education documents

Verify the service is working properly before ending the call.Example: “Before we wrap up, I’d like to confirm your internet is working as expected. Are you able to browse websites, stream, and connect your devices successfully?” Confirm the original reason for the call has been resolved.Example: “I want to make sure we’ve taken care of the concern that brought you in today. Is everything working as expected now?” Ask: “Have I resolved everything you contacted us about today?” Send a self-help document and confirm the address where it is being sent.

Every call

A self-help resource should be sent on every call, and the destination address should be confirmed with the customer.

Review any remaining next steps or commitments. Verify the customer understands what to expect moving forward.

Provide a personalized recap of what was discussed and resolved. Repeat your name naturally to make the interaction memorable for the survey.Example: “Thank you for speaking with me today. Once again, my name is ___________.” Thank the customer for choosing Xfinity. End on a positive note.Example: “Thank you for being an Xfinity customer. I’m glad I was able to assist you today. Please remember to check out the self-help tools we discussed. Have a wonderful day!”

“Before we wrap up today, I’d like to quickly recap what we accomplished. You contacted us because of [customer concern], and I understand how important it was to get that addressed. Together, we reviewed your account, completed the necessary troubleshooting steps, and [resolution provided].

We also discussed [any additional concerns addressed], reviewed your account for any other issues that could impact your service, and talked about resources available to help you manage your services moving forward.

Your technician appointment is scheduled for [date/time], if applicable, and we verified your service address and contact information to ensure everything is set up correctly.

Most importantly, I want to thank you for working with me today. I appreciate your patience, and I’m glad we were able to address your concerns. My goal was to make sure you felt heard, understood, and supported throughout this process.

Have I resolved everything you contacted us about today, and is there anything else I can assist you with before we disconnect?”

“Today, you contacted us regarding [issue]. We completed [actions taken], and your next steps are [next steps, if any]. I appreciate the opportunity to assist you, and I’m confident we have a plan in place to address your concerns. Thank you for being a valued Xfinity customer, and I hope you have a wonderful rest of your day.”

This recap helps the customer feel heard, valued, understood, and confident that the issue was fully addressed.

1Connect before you correct.

Build trust and acknowledge the customer before moving into the solution.

2Resolve the reason for the call and related concerns.

Address the complete customer need, not only the first issue mentioned.

3Prevent the next call by being proactive.

Look ahead for anything that could create confusion, interruption, or another contact.

4Educate the customer on available tools and resources.

Show the customer how to use self-service options and the Xfinity App.

5Leave the customer confident they do not need to call back.

Recap the resolution, next steps, and available support before disconnecting.

Goal

Every customer should leave the interaction feeling heard, valued, educated, and confident that their issue was fully resolved the first time.

Customer Call Flow Checklist

Connect With the Customer

Understand the Need

Build Customer Confidence

Ownership & Communication

Troubleshoot & Resolve

Technician Appointment

Proactive Resolution

Confirm Resolution

Review Next Steps

Close the Call

AICR Power Behavior Tips

Goal