1. Customer Service Representatives should follow the "Phone Book" Rule when searching for a residential listing. In order for someone to find a residential listing in a phone book, he or she must have an idea of the surname and the area the person lives. This means that in order to perform a residential search, the caller must have the following:
an approximate name
an aproximate location
2. CSRs can give residential listings in the following situations:
a. The surname is correct but spelt differently. eg. Smyth and Smith
b. Similar sounding names. eg. Davies and David
c. Names that are slightly different. eg. Robins and Robinson
3. Counties are allowed to be searched but it is preferable that the caller gives a specific town or city as the location. CSRs are not allowed to perform a residential search using UK as the location.
4. If a search is performed and the listing is found as ex-directory, the CSR should advise the caller it's an ex-directory listing. The CSR can confirm the details given by the caller but must not give any additional information.
4 comments:
Psst, I don't think you should be writing about this. Company confidentiality and stuff, you know? Take care!
Angel, i didnt get this information from company documents. it is available online. :)
http://www.thephonebook.bt.com/publisha.content/en/search/residential/help.publisha
http://www.hsssearch.co.uk/dataProtection/-/
http://www.ico.gov.uk/
http://uk.answers.yahoo.com/question/index?qid=20080906063616AAxslWR
http://www.answers.com/topic/telephone-book
http://www.culturalpolicies.net/web/unitedkingdom.php?aid=518
http://resources.glos.ac.uk/policies/dataprotection/index.cfm
http://www.docstoc.com/docs/13290283/Telephone-number-privacy
Ok, just checking. You never know who's reading. How're things with you?
im fine thanks angel ;)
Post a Comment