Compliabce Flashcards
(37 cards)
How do you enable panic alarm and who does it notify ?
Click both orange buttons to enable.
Slide the black button to reset.
Alerts ee monitoring, Rochdale centre (cctv) and police.
Fire evacuation meeting point?
Rochdale town hall
How to reset BT UIN or Citrix password or passwords?
Office lite - ee web pass - use your uin and pin to reset passwords.
EIV follow reset options which sends an email and allows you to do the rest.
How do you use speak up and when?
Anything suspicious with colleagues and managers that needs to be investigated.
Office - quick links - speak up ( contact number on poster in store)
What do you do with lost property ?
Alert management and they will place it in the cash safe which is only available to key holders. Anything with identifiable customer data MUST be managed strictly within 48 hours, report via incident report form, send property back to ‘issuing authority’ once 48 hours are passed.
What do do with a lost bank card.
After 48 hours have passed follow the instructions on the back of the card. If it states to dispose, shred the card with shredder in store. (If not working shred as soon as fixed. On incident report form note that shredder is faulty in the customers name section (after writing name in) and inform compliance manager of this.
What to do with lost passport.
If you find a uk passport you must complete uk recovered passport form and post this with passport. If you cannot print form, write a note of what date and where it was found and post this with the passport. Using Royal Mail recorded delivery, ensure you obtain receipt and record delivery stub, retain these in section 5 of your store file, retain receipt for a minimum of 30 days then archive with monthly paperwork. Post back to free post, HM passport office.
What to do with lost driving license?
After 48 hours management will follow policy and post back to DVLA Swansea.
What is a pac code ?
Allows customers to return their old number on a different network when moving to EE. here’s yes a code to be used in 30 days and cancels existing contract with previous network. To get pac code either call previous network provider or text 65075. Important - note termination charges may apply.
What is a STAC code
Used to cancel a contract but it changes the old number and replace it with a new number. Customer can call previous provider or text STAC to 75075. Important to note termination charges may apply.
What are the increases each year ?
CPI plus 3.9% (inflation measured in January) applies on 31st of March on all bills from 1st April mobile, broadband, landline and tv customers.
What does the yearly increase include?
Monthly recurring charges (I.e. “Line rental” or “Tariff”) and Add on’s (eg data bundles, international calling BT sport) as well as out of bundle charges.
What does the yearly increase exclude?
Subscriptions (e.g. Apple Music, Spotify, Netflix) and billing services (e.g. itemised billing, late payment charges)
What are marketing preferences?
Allow customers to tell us how we can communicate with them for marketing purposes, or if the customer would rather be opted out. ( if they opt out of marketing they will still receive service related messages such as order confirmations, billing or service updates, and confirmations of products or services the customer requests such as data add-ons or packs. )
What ways do we do we communicate with customers (marketing)
Email, text, phone and post. We must capture email address if customer opts in for email. It is crucial we update this correctly for compliance with GDPR.
What is usage information?
It allows EE to identify how customers use their products and service in order to help EE make better content, promotions and deals for more suited to the customer and they can opt out at any time. (When I’m compass you see this message read this script on display every time.
What is a spend cap?
Customers can choose to control their monthly bill for this line by applying a spend cap ranging from £0 to £50 per month, depending on your budget. The cap limits the amount you can spend on services outside of your standard plan allowances: like premium rate calls and picture messages; and can be changed at any time. The cap doesn’t limit spend on data and entertainment add-ons or charge to bill purchase, service charges for numbers beginning 09, 118, 084, and 070, or insurance and administration fees. Customers are notified when the cal is reached.
What times can we do hybrid retail calling ?
Weekdays - 8am to 8pm
Saturdays - 9am to 7pm
Sundays & bank holidays - no calls
Customers must also not be called twice within an 24 hour period or 8 times in a 30 day period.
How can we identify vulnerable customers and where can this information be found.
Anyone who has the following, visual, hearing or speech impairment, mental health, financial difficulty, dementia, people who’ve had a loss in the family ect can be found in policy guides in advisor hub with bt/ee
Customers can locate accessibility page on the ee website which also details how we can support with all this including visual, hearing and dexterity support and much more.
Can we recommend insurance ?
No
What are IPIDS?
Detailed key information of all insurance we offer including those with extended apple warranty.
How do you report tampered or damaged/faulty peds?
Tampered peds must be quarantined - notify manager or person in charge to keep ped in secure location.
• call BT security (0800321999), report the incident to the police 101 and get a crime ref number, complete incident report form with correct reason include all references.
• for damage and faults it is the exact same process but you call the IT help desk (08000791122) instead of the police.
PCI DSS posters tells you the do’s and dont’s so I can always review this.
How do you verify customer identity? (Flex)
Customer must be validated as per the proof and identification policy on retail Albert (OTP and address check)
What are the two separate agreements? (Flex pay)
•2 separate direct debits (air time and device) to avoid customer shock.
• device credit agreement is consumer credit agreement and is interest free. Confirmed that the credit details will be saved and share with credit reference agencies, this will affect their credit score.
