Catalyst Behaviors and XFinity Next Gen Plans

A set of flashcards covering Catalyst customer service behaviors, interaction rhythm stages, XFinity Next Gen plan pricing, and product eligibility criteria.

Engage Actively

Showing the customer we care by being responsive, focusing on key words for troubleshooting, and avoiding having the customer repeat their information.

Show Appreciation

Expressing gratitude tailored to each customer so they feel valued, and expressing appreciation for every act of cooperation and following instructions.

Make it effortless

Making each interaction simple and efficient by finding ways to accommodate and not complicating instructions.

Own It

Showing expertise, setting clear expectations, and committing to finding the root issue rather than blindly trusting the customer to gain trust.

Discover Needs

Learning about the customer's wants, needs, and issues by asking probing questions and tailor-fitting promotions.

Be an Ambassador

Promoting products and benefits while sharing how the company strives to be the most reliable.

Interaction Rhythm

Also known as interactional synchrony, this refers to the coordinated timing and synchronization of behaviors between individuals during a social interaction to build rapport via mirroring.

Connect Stage

The stage of the interaction rhythm where the primary catalyst behaviors are Engage Actively and Own It.

Explore Stage

The stage of the interaction rhythm where the primary catalyst behaviors are Make it effortless and Discover Needs.

Consult Stage

The stage of the interaction rhythm where the primary catalyst behaviors are Discover Needs and Be an ambassador.

Review Stage

The stage of the interaction rhythm where the primary catalyst behavior is Show appreciation.

Everyday Price

The regular base price of a plan without additional 1 year or 5 year deals, assuming no other promotion is available.

Next Gen Plans (Key Changes)

A shift from Old Gen/Legacy plans involving simplified naming (calling the plan by its speed), lower EDP pricing, and no divisional pricing.

300 mbps Next Gen Pricing

The pricing structure includes a 5 Year Deal at $\$55$, a 1 Year Deal at $\$40$, and an Everyday Price of $\$70$.

500 mbps Next Gen Pricing

The pricing structure includes a 5 Year Deal at $\$70$, a 1 Year Deal at $\$55$, and an Everyday Price of $\$85$.

1 Gig Next Gen Pricing

The pricing structure includes a 5 Year Deal at $\$85$, a 1 Year Deal at $\$70$, and an Everyday Price of $\$100$, including Peacock Premium.

1.2 Gig Next Gen Pricing

The pricing structure includes a 5 Year Deal at $\$115$, a 1 Year Deal at $\$100$, and an Everyday Price of $\$130$, including Peacock Premium.

2 Gig Next Gen Pricing

The pricing structure includes a 5 Year Deal at $\$115$, a 1 Year Deal at $\$100$, and an Everyday Price of $\$130$, including Peacock Premium.

Tap Connected

A status indicating if there is currently an XFinity service for that specific address.

Serviceable

A status indicating if Comcast serves the area; if a post is available, only wiring is needed, otherwise the movers department is required.

Multi-product Discount ($\$20$)

The discount applied for having XFinity Internet plus 1 additional product (TV, Landline, or Mobile).

Multi-product Discount ($\$40$)

The discount applied for having XFinity Internet plus 2 additional products.

Multi-product Discount ($\$60$)

The discount applied for having XFinity Internet plus 3 additional products.