Subject: [CRITICAL] - GDPR And Data Protection REMINDER
From: Sinead Bartley <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Michelle Gubbins <[email-masked]>, Brian Sexton <[email-masked]>, Stephen Blake <[email-masked]>
Date: Mon, 3 Sep 2018 16:15:10 +0000

CRITICAL

DATE

27.07.2018

TOPIC

GDPR And Data Protection

DETAILS

When you are on the phone, you must gather at least 3 pieces of information from the customer before you can discuss the order or account:

     *   Name (Full Name)
     *   Order or listing ID
     *   Phone Number or Postcode
     *   Email address

  *   If a customer is unable to pass the security questions, you are unable to provide any information about the order, or the account
  *   It's good practice to confirm who you are speaking with, if it's not the account holder, even if they pass the security questions, you cannot give them any information

As an agent this means:

  *   You can only provide account information to the person who's name is on the account
  *   You can only provide order updates to the person who's name is on the account
  *   You cannot discuss or send by any means, account details or contact information, from one customer to another, without their permission
  *   You cannot send another employees details or contact information outside the company
  *   You should never send a customer's details to anyone else outside the company, unless the customer has given their permission to do so and it is allowed by our processes and/or policies

Unless the customer has given specific permission to do so, you cannot discuss an order or account details with anyone other than the account holder whose name is on the account

There are no exceptions to these rules

KB LINK