Fuel stations top the EC polls in customer service

2019-01-09 06:00
The Caltex William Moffett team in high spirits. Celebrating the award is owner Michael Briggs (back, far left) with Caltex EC Marketer (CECM) COO Pat Kelly (back fourth from left), CEO Clive Berlyn (back centre), CECM Business Consultant Vuyani Ngcete (back, second from right) and CECM Regional Manager Craig Herman. Surrounded by the William Moffett team is Sharon Jordaan (Caltex William Moffett GM).Photo:MARGARET ALBRECHT: HANDS ON MARKETING

The Caltex William Moffett team in high spirits. Celebrating the award is owner Michael Briggs (back, far left) with Caltex EC Marketer (CECM) COO Pat Kelly (back fourth from left), CEO Clive Berlyn (back centre), CECM Business Consultant Vuyani Ngcete (back, second from right) and CECM Regional Manager Craig Herman. Surrounded by the William Moffett team is Sharon Jordaan (Caltex William Moffett GM).Photo:MARGARET ALBRECHT: HANDS ON MARKETING

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EMPLOYEES at two Nelson Mandela Bay fuel service stations had extra reason to celebrate in December as they were judged to offer the best customer service in the entire Caltex Eastern Cape network last year.

The forecourt team at large category winner Caltex William Moffett in Port Elizabeth shared the spoils of R75 000, while staff at medium category winner Daniels Service Station in Uitenhage had R50 000 in winnings to share as they chose.

They took the honours in the annual Forecourt of the Year competition, run by master franchiser Caltex Eastern Cape Marketer (CECM), across its 106 service stations in the province.

The awards are aimed at rewarding the employee teams who go the extra mile and best represent the Caltex brand.

“Forecourt staff are the daily interface between Caltex and our customers, and they can make or break the service experience and the customer relationship.

“That’s why in this competition we specifically reward these hard-working teams.

“We are extremely proud of the commitment to the Caltex ethos shown by teams across all our sites – they take ownership of the brand and pride themselves in being part of the Caltex Eastern Cape family,” said CECM chief executive Clive Berlyn.

Delighted Caltex William Moffett supervisor Anele Sakata said he was proud to lead a winning team and the award was the result of “keeping up the best communication between my team and management.

“I want to tell my team to keep up the good work. We received this award because of all of you,” he said.

Site owner Michael Briggs echoed his words, saying that great teamwork was achieved at the service station through an open-door approach, ongoing training and the customer service attendants taking pride in their work.

“We all take pride in living the Caltex experience,” Briggs said.

Caltex Daniels Service Station owner, Zune Daniels, said she was overwhelmed by the recognition as one of the smaller sites nominated for the award.

“This is an accolade for our staff and the personal relationships they have built up with our customers. We have a hands-on management approach and value our loyal, well-trained and professional staff who have worked here for many years,” Daniels said.

In addition to the two Nelson Mandela Bay winners, Caltex Maclear achieved a “highly commended” award.

The Forecourt of the Year competition ran from April to October, ensuring that “great service is not just a one-time experience but something that is delivered consistently and measured across all dimensions,” Berlyn said.

Nominated service stations must meet set standards in training of customer service attendants and “image stewardship” areas such as the appearance of uniforms, restrooms and forecourts. Finalists receive unannounced visits from independent auditors who rate the team’s performance, looking at aspects like first impressions and welcome, positive attitude, energy, customer interaction and working together.

Customer service audits are also conducted, and customers can rate the attendants’ service as well.

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