BTSEC03 & RC01 REFERENCE MATERIAL - PowerPoint Presentation

Slide1

BTSEC03 & RC01 REFERENCE MATERIAL

17-08-2017Slide2

BTSEC03 Reference Material

Due to the data protection you can not share customer information with other people including what service you are providing. If asked you should explain politely that you can not do so due to the data protection act

If you are required to populate a “job log” you should capture job specific details only.

Most data should be destroyed within 2 years or for as long as there is a valid business reason.

A customer DOES have the right to see what has been written about them

Unless there is a clear business need that has been authorised data should never be transferred

Some personal data is deemed more sensitive

All breaches of data protection should be reported to the BT security hotline and refer to your line manager for further information regarding the data protection act

You must wear your ID badge at ALL times

Equipment provided to you by

Openreach

must be used for authorised/allocated work only.

If you do not have appropriate means to

acces

the network or building then inform you Line Manager

All suspicious behaviour must be reported to the police, security helpdesk and line manager

Everyone is responsible for securitySlide3

RC01 Reference Material

You should always introduce yourself as working on behalf of

Openreach

for

[insert CP Name]

– Please note you should not use BT

You must never recommend a CP or any other products (Wi-Fi hubs, extensions

etc

) to a customer, instead direct to them to the use of comparison websites or advise them to talk to their friends

You should not present an opinion about a CP and should always inform customers to contact their CPs directly should they have any concerns

You should also direct the customer to contact the CP should they query any visit charges for your services

If asked, you should explain that BT Sport is available on Sky or BT and can be streamed on mobiles devices using the BT Sport App

You must never accept tips, even for charity donations or take part in any “cash in hand” work. All additional work requests must be requested through the CP.

Recovered poles should be put onto the pole-stack once you reach

the

yard

Metal pole furniture should be disposed of in a metal skip or stillage within

the

yard

All scrap fibre and copper cabling should be put into a cable skip or

stillage

once you reach

the

yard

Fuel/oil leaks should be reported into the BTFS helpdesk

and

absorbent granules or paper towelling should be used to mop it up

Protected animals or plants within your

work site

should not be moved and work must cease. You should call you manager for adviceSlide4

RC01 Reference Material

Do

DOs

DONTs

Use the

Openreach

and CP name when you introduce yourself to an end-customer

Before you visit the end-customer check the “Additional Customer Details” screen on your laptop to look for reseller IDs or other important notes that have been added by the CP

Act professionally and impartially when representing a CP

Ask the end-customer to contact their CP if they want to know the charge for a service

Recommend the products and services of any CP, including BT Sport.

Make negative/derogatory comments about any CP

Discuss prices with end-customers

Give end-customers the

Openreach

website for pricing information. These prices are the wholesale prices that we charge CPs, not their end-customers

Write anything inappropriate on the job notes as these are visible to CPs

Discuss or show one customer’s information with another customer

Accept or ask for a tip

Agree to do private work on a cash-in-hand basis