Shell Malaysia has announced Welcome to Shell, a reinvention programme that’s set to see improved service, hospitality and facilities being introduced at all Shell petrol stations nationwide. Due to be completed by 2017, the programme – which borrows cues from the hospitality industry – aims to significantly enhance customer satisfaction and experience at these facilities.
Malaysia is the first country in Asia to launch the transformation programme, which will include on-site hospitality training for the more than 8,000 service staff manning the entire network of Shell stations nationwide – conducted in phases, this is due to be completed by 2016.
The comprehensive training will include how to better interact with customers to make each and every visit a positive experience for the latter. The company says that customers can expect better, friendlier service the moment they enter the station – aside from improved levels of meet and greet, customers will also experience higher levels of service assistance from staff.
Friendliness is high on the interaction list. An online survey commissioned by the company indicated that having friendly store staff ranked very high on the list of what Malaysian consumers felt made for a better customer experience, with 95% of those surveyed placing an importance on that particular aspect.
The local fuels retail division of the oil and gas supermajor will also be improving facilities at selected service stations from now until 2017. These will include upgrading suraus and toilets at these stations as well as the introduction of dedicated seating lounges with Wi-Fi connectivity and even device charging stations.
A number of existing Shell Select stores will also be revamped to a new retail design, and food and beverage choices are also set to be upped with the introduction of the company’s in-house deli2go brand, which will offer fresh brewed coffee and pastries baked on-location.
There’s also the Shell Servsquad, which is set to make its rounds in different locations around the peninsular in the coming months – team personnel will be going about performing civic-based activities and deploying acts of kindness to make drivers’ journeys better.
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it might seem trivial to some, but seriously a good customer service brings a whole lot of difference…
case in point, telekom has thee best customer service in town i feel , for both unifi and streamyx services..
i recently lodge email complain to Shell regarding one if its station at Penchala and no reply at all…i bought a magazine tat comes wit anotrr free Car magazine and upon reaching home found out the free magazine previously 3/4 wet before…when i went back to the station a staff lcly rude and sarcastic asked for resit and refused to chg without one claiming i ciuld have bought the mag elsewhere…hello i thought tis is a rm10 mag why would i cheat….i asked her cek the cctv for proof than she insisted i bring the oter ok mag as proof…than she asked why i didnt open the two mag at the petrol station when i bought omg…i just keft no time to wait for her manager….Shell pls dunt talk only
Welcome to Shh….Hell hehehehe…
Usually. Just go to the pump.. Swipe card.. Fill up n go.. Customer service in petrol stations is not priority i feel.. Bcos hardly u get time to interact with anyone since the experiance of filling up only takes few mins… I never had an issue with anyone in any brand of petrol station… N if any of the staff is not exactly welcoming, thn jus chill n dont take it personally.. Thy work alot longer hours than you.. Give them a break…
Shell Malaysia if you’re reading this I strongly request your top management to visit some of your station’s toilets!
I think they use the wrong model depicting the workers. Normally I only see Bangla working at shell.
They should feature a Bangladeshi/Nepalese in the advertisement poster nationwide. Afterall, it is Bangladeshi/Nepalese manning all the petrol stations.
i don’t mind the service, just introduce better fuel at a faster rate, thank you! we in east malaysia want to use Euro 4 and Euro 5 fuels sooner rather than later!