Customer Service Training for Mobil Filling Station Petrol Attendants

Presented by Abdulkabir Olatunji

Objectives of this training. Wetin we wan learn (1 of 2)

To define customer service. (Make we tok wetin customer service be).

Identify the key components of excellent customer service in a petrol station.(Make we know wetin join body dey make customer happy for we petrol station).

Identify the skills and competencies needed for excellent customer service in a petrol station. (Make we know wetin we go take serve customer for beta way).

Relate the following concepts to Mobil petrol stations. (Make we know how dis things dey affect Mobil).

Objectives of this training. Wetin we wan learn (2 of 2)

Identify the common lapses in customer service at a petrol station.

(Make we look the things way be mistake as we dey serve customer for petrol station).

Identify how these lapses can be reduced to the barest minimum.

(How we go take reduce d mistake wey we don talk about).

Look at a case study. (Make we see example).

Highlight key points for effective customer service.(Make we look d koko of how we go take serve customer)

Who is a Customer?(Who be customer?)

A customer is anyone who buys goods or services from an

organisation.(Customer be anybody way dey buy something

from business or wey business dey serve )

What is Customer Service?Customer service is the ability of an

organization to constantly and consistently give the customer what they want and need.(ACA Group).

Customer Service is a function of how well an organization is able to constantly and consistently exceed the needs of the customer.

How should I think of a customer? A customer is the most important person ever

in this organisation. A customer is the reason that I am here.I am not doing a customer a favour by serving

him… he is doing me a favour by giving me the opportunity to do so.

A customer is not someone to argue or match wits with, NOBODY ever won an argument with a customer.

A customer is a person who brings us his wants. It is our job to handle them profitably to him and to ourselves.

What are the key services in a petrol station

Pumping fuel in customers’ vehicles.

Value Added Services: gauging of tyres, cleaning of windscreens and windows, carwash, sales of lubricants, auto repair.

Auxilliary services: Shopping mart/restaurant/eatery/restrooms.

Key customer service interaction points at the petrol station

1. Welcoming the customer to the petrol station2. Getting the customer’s order for fuel or any other

service he/she may require.3. Answering any questions the customer may have.4. Delivering the service requested by the customer.5. Providing complimentary services to the customer.6. Getting payment for service and giving correct

change to the customer where necessary.7. Properly ushering the customer out of the petrol

station with a warm farewell and request for a repeat visit soon.

Common Excuses for Customer Service Lapses (1 of 2)

I don't have enough time.

I don't get paid to be nice. I am measured by my productivity and accuracy.

I can't deal with people who do not show me respect.

How can we do a good job if the other departments do not providen the back-up we need?

I am having a bad day.

Common Excuses for Customer Service Lapses (2

of 2) People are basically stupid.

I am always too busy.

How should we treat customers who visit our filling station?

Welcome them cheerfully with a warm smile.

Politely ask for the service they require from us.

We should then proceed to deliver that service efficiently whilst answering any questions that our customers may have.

Offer additional free services that customers do not request for but will appreciate.

Carefully note and resolve any issues or complaints the customer may have in a polite and courteous manner.

Politely say goodbye to the customer and tell them we hope to see them soon.

If we follow these simple rules, what shall we become?

A customer-centric filling station

What are the benefits of being a customer-centric filling station? (1 of 2)

The story of Kent Couch (Case Stdy).

What are the benefits of being a customer-centric filling station? (2 of 2)

Kent couch bought the Stop and Go Shell filling station on Bend's east side, Oregon in the United States in 1997 and ever since sales have increased there yearly despite the fact that other filling stations in the area have had flat sales for more than two years due to the depressed US economy.

He says: “When I bought the gas station in 1997, I didn't know

anything about the fuel business, but I knew from my prior experience managing grocery stores that customer service is the key to success, so the first thing I did was reinstate windshield washing,"

A Customer’s Comment about a Mobil Filling Station

Any business outfit that provides excellent customer service is likely to benefit from free word-of-mouth marketing from satisfied customers. This goes a long way in increasing its sales and profits.

Here is a comment by Ibrahim Oluwa, a Customer of Mobil filling station, 82, kirikiri road, Olodi-Apapa, Lagos:

“This station is one of the most organised in Lagos. You guys really impress (sic) me during the fuel scarcity. The fact that you guys are the one filling station that sold fuel make (sic) you

stand out. Plus the presence of Mr. Biggs in the station makes the station more appealing.

”

7 things every customer service person should note

1. You chose this job, or it chose you. 2. Be proud of what you do.3. You have emotional genius.4. The customer is not always right. 5. You work in the performing arts. 6. You have a stressful job, but the amount of

stress you take home every day is up to you.7. You have the opportunity to make the world a

better place every day. (From: JoAnna Brandi)

I, the Customer Want You To:8 . . . Greet me.

8 . . . Value me

8 . . . Invite me back.

8 . . . Listen to me.

8 . . . Help me.