CONCEPT MAP BOXES

Life Event

account change request

create a ticket on ecm

(Enterprise Case Management)

inquirer has email

inquirer doesn't have email

download the account change request form

direct to xfinity store

fill out/print the account change request form

submit form + supporting documents electronically

Hi (CUSTOMER'S FIRST NAME) {Pause for Response}

Account Holder OR Authorized Users (Spouse)

YES

NO

Hi Mr./Ms. (CUSTOMER'S LAST NAME). My name is _____. I am calling from Comcast in regards to your services on (STREET ADDRESS Ex. 123 Comcast St. Apt. 7 NO CITY & STATE). There is a balance of $XXX.xx to keep the account up to date. Let's take care of that with a card or check. NO ALTERNATE QUESTIONS: Did you want to? Can you? Would you like to etc.

YES

Are you his/her wife/husband?

NO

I will call back later, thank you.

Pay Per View Hold

Soft Disconnect

Hard Disconnect