Agent support manual

Privacy

Federal Parliament amended the Privacy Act in 2001 to include the private sector. Due to this amendment, private organisations are obliged to protect their customers' private information.

Bushland Blooms privacy policy states that client information: bullet point.

• must be treated as confidential , bullet point.

• must not be divulged to anyone outside the organisation , bullet point.

• is to remain the property of Bushland Blooms , bullet point.

• must be verified. It is essential that agents verify the customer's name, account number, any credit card details and the delivery address.

Upon commencement at Bushland Blooms, all staff are required to sign a confidentiality agreement. Any breach of this agreement may result in instant dismissal and/or civil charges.

Verification procedure

Customer's details must be verified each and every time they contact Bushland Blooms, regardless of whether the agent knows the client.

As a call centre agent, you should never give out private details such as credit card numbers, addresses, order numbers or other transaction details over the phone. The customer must always be responsible for providing their private information - the agent's role is to check the information provided against company records.

There are two steps all agents should follow when verifying a customer's details.

Step 1

All agents must begin the verification process with:

For reasons of confidentiality, I need to verify some details first.

This lets the customer know that you will be asking them some questions.

Step 2

If accepting a phone order, agents must verify at least three of the following details: bullet point.

• name of the person placing the order , bullet point.

• customer's identification (ID) number , bullet point.

• customer's home phone number , bullet point.

• customer's mobile phone number , bullet point.

• customer's e-mail address , bullet point.

• customer's delivery address.

If checking a customer's previous order or delivery, agents must verify at least three of the following: bullet point.

• name of the person placing the order , bullet point.

• customer's identification (ID) number , bullet point.

• customer's purchase order number , bullet point.

• date of order/delivery , bullet point.

• the delivery number.

Always use the following questioning techniques to solicit information from the customer: bullet point. Could I just check your delivery address please? , bullet point. Could I just check your credit card number please?

Never question a customer in the following manner: bullet point. Are you still living at 65 Lakeview Place, Serpentine? , bullet point. Is your credit card number still 9999 4178 78754 4155? This would reveal private information that would result in a breach of confidentiality.

When in doubt as to the identity of your caller: bullet point. do not discuss their account with them at that time , bullet point. offer to call them back. Verify the call back number given by: a. checking it in the Bushland Blooms Customer database, or b. phoning that number, asking for the customer, then checking their personal details, such as date of birth (DOB) and address.

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