A presentation designed by Abdulkabir Olatunji for Mobil Filling Stations in Nigeria. You can visit my blog to learn more about me http://coolstuff49ja.com

1. Customer Service Training for Mobil
Filling Station Petrol Attendants
Presented by Abdulkabir Olatunji

2. 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).

3. 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)

4. 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 )

5. 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.

6. 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.

7. 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.

8. Key customer service interaction points at
the petrol station
1. Welcoming the customer to the petrol station
2. 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.

9. 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.

10. Common Excuses for Customer
Service Lapses (2 of 2)
 People are basically stupid.
 I am always too busy.

11. 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?

12. A customer-centric filling station

13. What are the benefits of being a customer-
centric filling station? (1 of 2)
 The story of Kent Couch (Case Stdy).

14. 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,"

15. 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. ”

16. 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)

17. I, the Customer Want You To:
 . . . Greet me.
 . . . Value me
 . . . Invite me back.
 . . . Listen to me.
 . . . Help me.