Local fuel station offers best customer service

2018-12-13 06:01
=Daniels Service Station owners, Zune and Bruce Daniels in a festive mood with their team after coming first for customer service amongst the medium size Caltex sites. Photo:HEILIE COMBRINCK

=Daniels Service Station owners, Zune and Bruce Daniels in a festive mood with their team after coming first for customer service amongst the medium size Caltex sites. Photo:HEILIE COMBRINCK

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

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

They took the honours in the annual Forecourt of the Year competition run by master franchisor Caltex Eastern Cape Marketer (CECM) across its 106 service stations in the province, the awards aimed specifically 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,” said CECM chief executive Clive Berlyn.

“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.

Customers first

Daniels Service Station owners, Zune and Bruce Daniels in a festive mood with their team after coming first for customer service amongst the medium size Caltex sites. 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.

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,” said Berlyn.

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.

-REPORTER

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