17082017 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 ID: 656038
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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