. Putting people in the wrong roles, or simply hiring the wrong sorts of people, is a recipe for disaster when it comes to trying to scale and grow a business. about the fuel business, but I knew from my prior experience Bharat Petroleum Corporation Limited (BPCL). You chose this job, or it chose you. When is a BP petrol station not a BP What BP petrol station is not a BP petrol station. Value me Clean gas station bathrooms and fuel tanks. During the APM regime, public sector companies owned the market and hence they never felt the need to pay attention towards brand building and customer loyalty. our filling station? All the oil marketing companies in India have taken various initiatives to gain customer loyalty. do so. The customer segment looks for one stop solution serving to his needs. Shell businesses in India today are: Bharat Shell Limited and PQS India Limited, Technical, environmental & logistical consultancy, Major expertise centre for Shell's global operations, Source: Euromonitor International, Sep 2008. Franchisee had implemented promotional schemes on purchase of fuel through printed coupons. Worst customer service I have experienced. The fuel retail outlet is situated on highway connecting Ahmedabad to Viramgham. For starters, maintenance of the fuel station is of paramount importance inside and out. 1. The reason behind all the initiatives had been to gain customer loyalty and thus increase customer satisfaction. Eliminate pricing errors Have you heard about the recent changes to Australian fuel pricing laws? This means there is often a lot of opportunities for processes and systems to become inefficient or unprofitable. Producers, refiners and marketers were compensated for operating cost and were also assured of a fair return on their assets through the Administered Price Mechanism (APM). Attend fueling stations questions that our customers may have. Delivering the service requested by the customer. In its first phase of expansion, HPCL set up 85 Club HP outlets in Delhi, Mumbai, Kolkata and Chennai. The outlet is situated on National Highway-8 which passes through the city of Mehsana. ISO 22000. Individuals, corporations, and national governments make financial and policy decisions based on the cost, use, and availability of these two natural resources. They look like they were installed in the 1980's I contacted BP Who state My local station is owned by a third party. Customer satisfaction is often measured using surveys, ratings, and reviews. 3 Issue 2, p29-55, 27p; 11. Do not sell or share my personal information. The market was sellers market. 5. One staff on Saturday 5th June 2021 at 08.15 kept on his phone whilst serving me. Apna Bazaar Co-operative (a supermarket chain) is involved in a pilot project with HPCL to establish Apna Bazaar outlets at three Club HP outlets in Mumbai. We ranked the top skills based on the percentage of gas station attendant resumes they appeared on. You have a stressful job, but the amount of stress you take Replace lights, windshield wipers as well as checking air pressure. National or State Highway passing through town/city, 2. Cashier, maintenance, customer service, and janitorial work. Customer The interaction with franchisee also gave insights about the different facilities and services offered at their outlet will bring more customers and create customer loyalty. This made customers to come for car wash and also get their vehicles refuelled. Quality customer service isnt just a buzzword, it is necessity for businesses to grow. Customer Service Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. This was the time when all players started understanding the fact that fuel products has to be moved from commodity-convenience purchase behaviour to service-customer loyalty quadrant. User (01/03/2019 12:00) It's such a wonderful service User (24/01/2019 20:13) Awesome, ask for Abner U. The observational study for the outlets which are in the location classification (National and State Highway passing through town or city) reveals the outlets are located in the new areas of the town or city. Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. Get Complete details of Jay Jay Fuels listed under Petrol Pumps, Fuel Stations in Kochi Non-Banking Financial Institutions (NBFI) v/s Banks in India Why NBFI are doing much business than Banks? SIMPL is looking to provide branded packaged food and beverages through its convenience stores targeted initially at urban consumers. Getting the customers order for fuel or any other service Work to uphold the Aims and Brand of McDonalds. List of Petrol/Gas Filling Station in Society Road Kochi - Find all leading Petrol Pumps in Society Road. Choose a template with the colors, fonts & text sizes that are appropriate for your industry. This can also improve employee retention rate and contribute to a happy and productive workforce. Operated a POS system to itemize customer purchases. The research also aims to find relationship between the location of outlets to the kind of services required in order to build a decision making process model to select important added services with an objective of increasing per square feet revenue from the real state space and development of customer loyalty. We've received widespread press coverage since 2003, Your UKDiss.com purchase is secure and we're rated 4.4/5 on Reviews.io. Source: Based on the discussions with Deepak Asrani, Deputy Divisional Manager, Essar Energy, Ahmedabad. I am measured by my Customers want to feel valued and appreciated. You will be enabled to grasp the key factors behind formation of the natural gas industry and the historical use of natural gas. Learn about the diesel engine! Revenues from the e-traveller facility were around Rs15 million in 2007/2008; its first full year of operation, with sales of 7,782 tickets (Euromonitor International, April 2009). I am not doing a customer a favour by serving him he However, BPCL proposes to offer its own brand of bottled water at the outlets, where the water will be a by-product of its captive power plant, based on hydrogen fuel cell technology. Provide exceptional customer service in accordance with policies. Diesel Engine Fundamentals (Mechanical Engineering). If you are the original writer of this dissertation and no longer wish to have your work published on the UKDiss.com website then please: Our academic writing and marking services can help you! help give driving directions to customers Assisted managers with customer service when needed, no matter what the job was. Before moving to Indian context it is important to create a parallel with western markets where fuel or gasoline retailing is in more developed stage in comparison to Indian fuel retailing. he/she may require. Below we've compiled a list of the most important skills for a gas station attendant. 1. Activate fuel pumps, issue receipts, refunds, credits, or change due to customers. The companies in the western countries started looking for various services which can supplement their gasoline sales in the event of increased competition. Highlight key points for effective customer service. Through cluster analysis the initially found segments reduced to three segments and customer expectations level for various services determined. Choose Your Current Work Experience To Start Creating Your Resume. Identify the common lapses in customer service at a Fuel station businesses should consider the following to innovate and accelerate their technology and to engage consumers at every point along their journey, which will in turn improve loyalty and return visits. The customers are mostly farmers, short distance truckers, and highway travelers mostly NRI who travel to and from the Airport. KZN petrol station employee redefines 'good customer service' Clement Nicki from the Total Garage in Ramsgate, south coast in KwaZulu-Natal. I had good experience in customer services in Esso petrol station. Compared to today, fueling up a vehicle was much simpler decades ago. For Shell, India is a large potentially profitable market with strong growth prospects. Not only the existing customers are retained but also they bring-in new customers to outlets. Lowe (1976) analyzed that after the influx of new firms in UK, the price competition became fierce and all the new companies tried different things to differentiate and gain customer loyalty. petrol station). Essar provides all the guidance, instruction in construction of the outlet. Mitchell, E.(1980),Recent Changes in Gasoline Retailing: An Economic Interpretation, Journal ofRetailing, 56 (Winter), Vol. The refinery has been built with state-of-the-art technology, and has the capability to produce various products such as petrol and diesel which are appropriate for use in India as well as in different international markets. Maintain good relationships with the vendors and suppliers. wash windscreens and check car tyres. Bharat Petroleum Corp Ltd (BPCL) was the leading forecourt retailer in India in 2008, with 400 outlets. Competition and changing travel patterns mean that to remain competitive the oil companies must meet the overall needs of the motorist at one stop. The third most common is groceries on 11.8% of resumes. There is a lot of technology that petrol stations can leverage to improve their processes and efficiency. The purchase habit is to buy fuel for Rs 20-50.Area around it getting developed and has Grow more Institute for MBA and MCA opposite to it. training. 6. Clean facilities such as floors and locker rooms. Client request 14: Quality issues. But how can petrol station operators maximise their business to improve efficiency and help increase profits each month? Ensure that your C-Store interior and bathrooms are always clean and . FedEx is slowly gaining a reputation in India as a reliable cargo delivery agent; in 2005, there were FedEx cargo collection centres at HP outlets in eight major Indian cities. Terrible customer relations. Research Summary. organization is able to constantly and You can visit my blog to learn more about me http://coolstuff49ja.com, Customer Service Superstar - Customer Service Training, COMPLAINT AS A GIFT IN CUSTOMER SERVICE by Morolake Akin-Alabi, Customer service standards training exercise and analysis.pptx, Customer Service Training Slides (Only CS) - Connect Centre Call Centre, Business and Online Promotions Consultant at Butson Venures, Operations Management at Petrol retail outlet, PETROL BUNK AUTOMATION WITH PREPAID CARDS & GSM COMMUNICATION. Through the OCC, the government administered the prices of petroleum products after establishing a complex oil pool account system. Remember, when they have a bad experience, people talk about it to their friends and family: if your staff is rude, you risk losing much more than just one customer. Make sure you staff members are always respectful, ready to attend customers, and friendly. This lead to change in the way oil marketing companies looked at the fuel retail business. Food Safety for Managers and Supervisors. . Learn the most important Unit Operations in Chemical Plants 6000Google Apps Script(GAS)(Google Workspace,G Suite, gmailgoogle, google form) 16. The observational study outputs from outlets are clubbed as per location classification to get a better insight from the study. Answer. The correct combination of fuel products, on fuel products and added facilities will help oil marketing companies to develop customer loyalties and increase non fuel revenues. BPCL plans to screen social awareness, health and literacy content in these multiplexes for rural audiences. The quantitative research included administering of questionnaire to customers at fuel retail outlets on highways and suburbs and further data analysis was used to determine hierarchical level of services in context of highway fuel retail. Expected Contribution. Customer service is the ability of an . Are you ready for an awesome work culture that propels employees to greatness? At present, stores mostly sells snacks, chocolate, carbonates, fruit-based and milk-based beverages. Both of the above two research result will lead to development of a model which be able to converge on the correct combination of product and services at fuel retail outlets on highways and suburbs will help petroleum company to design their offerings in such a way that they can add to convenience of the customer. They move to others forms of revenue generation. 3. Beaton, W. R.;Hall, T. H.(1968), Service Station Site Considerations on the Interstate Highways, Appraisal Journal, Vol. Run fuel pumps and fill fuel tanks of vehicles with gas or diesel fuel as requested by the customer. Image: Facebook/Laine Herman. A customer is a person who brings us his wants. The quantitative study will determine which the most expected services by different customer segments are. FuelRetailingIndustry Profile:France, May2009, p1, 33p; 15. Over the year, this can add up to a substantial amount. This is a reflection of the fact that the convenience store does not necessarily follow a single set pattern. This can hold true in Indian context also, but the bouquet of services will be definitely very different from outlets in developed markets. Essar has 280,000 bpd (barrels per day) of crude refining capacity which also in the process of expansion to 680,000 bpd and company is aiming to reach the goal of global refining capacity of 1 million bpd. It is a Bargain - Think of the management time saved and the value created by getting this direct feedback. Answer all customer service questions and issues. The observational study for the outlets which are in the location classification (National and State Highway passing through suburbs of town or city) suggest that they get majority of customers from the segment like farmers, highway travellers and local bike and car owners who travel through that highway for work, business or any other purpose. These are the areas where modern market place are developing and they are becoming shopping and visit centres for higher income strata level population with good purchasing power. is likely to benefit from free word-of-mouth marketing from *You can also browse our support articles here >. The majority of the customers coming to the outlet are local village farmers who come in groups for purchase of oil for their agriculture equipments. Things like loyalty cards, discounts, special offers, and bulk buys, can all help bring in new customers or encourage repeat purchases from existing customers. managing grocery stores that customer service is the key to To find out the elements that determines customer satisfaction in delivering petrol/diesel through retail outlets on highways and in suburban areas. The fuel retail outlet was located on National Highway-14 connecting to Kandla port but passing through suburbs of the town Deesa. Creating different types of revenue channels is also a great way for petrol stations to become more sustainable. (1999), Measuring the Convenience of Gas Stations, Appraisal Journal, Vol. Air pressure, also known as atmospheric pressure, is the force by air exerted on the surface below it. Mitchell(1980) also stated that these services were sold as a part of a package along with the gasoline itself and was done entirely with the objective of building a long term relationship between the service station and the customer. The outlet is very near to ONGC colony. Pump gas, help in store personnel, clean, stock shelves, customer service. (Euromonitor International Sep 2008). The collection of customer data was done at selected outlets from each location classification. Filling Station Wiped down fuel tank, pumps and counters. This year has also accelerated the use of customer trends think Apple Pay, cryptocurrencies and alternative payment devices. Essar Oil is a subsidiary of Essar Energy with assets including developmental rights in exploration blocks, a 10.5 million tonnes per annum (mtpa) refinery on the west coast of India and around 1,300 Essar branded fuel retail outlets across India. pump petrol into customers' cars. Fuel retail business is of two types one with retail outlets with in urban limits and other with retail outlets on highways and suburbs. clean and restock Reliance Petroleum is aggressively targeting the service station channel, planning a pan-Indian presence over the next couple of years in cities as well as on main roads. At present there are nearly 34000 PSU fuel retail outlets spread across India. Listen to me. Excellent customer service. Activated fuel pumps and filled fuel tanks of vehicles with gasoline and diesel fuel to specified levels. The tips below outline 3 core areas that are worth looking into to help get a petrol station delivering high return on investments and scalable profitability. 10. When this retail space is given on rent, there are earnings in the form of rent on a yearly basis. place every day. Hiring multiple candidates. Distribution was the only marketing function. Dont let your fuel station data go into wrong hands! . The food safety course will help prepare you for safely working in a kitchen and food handler tests like Servesafe 10. carry out minor workshop tasks such as fixing tyres. The Covid-19 pandemic has fuelled the growth of a cashless society. Chapter 2 If the other facilities which you think of are present on the pump, would you like to stop again. The above red marked strength, weaknesses, opportunity and threat are interrelated and lead to common factor of Non Fuel Revenues. The presence of market place around the area gives the indication of the fact that customer visiting this area have high purchase potential. It is the most modern and posh area of Mehsana This is a 3-4 km stretch which has Multiplex (Wide angle), V Mart Retail Store, Apparel Shops like Liverpool and TQS. From daily commutes, to spontaneous weekend adventures, to commercial courier services, petrol stations provide a vital service for our towns and cities across the country as well as all over the world. Published: 7th Oct 2021, Determination of elements of customer satisfaction in delivering fuel through retail outlets on highways and in suburban areas. After the liberalization of the Indian economy, the industry witnessed some fundamental changes. Online. Managed the register, Stocked products, made orders, Solved multiple customer complaints, Great experience with customers. We should then proceed to deliver that service efficiently whilst answering any According to Consulta's survey results, Engen currently leads among the top services stations (Engen, Shell, BP, Sasol, Total and Caltex) though only by a small margin. Initially I thought this was a scam. The major changes occurred with petrol forecourt retailing where transition of fuel stations within a contextual framework happened. (2004), Retailing at Petrol Pumps: From Commodity Dispensing to Customer Service, Journal of Services Research, Vol. Service? interaction points at The conceptual model (Brown & Ingene 1987) on fuel or gasoline retail structure in US explains the influence of demographic & environmental characteristics on marketing mix offerings. The company has already tied with State Bank of India (SBI) for opening ATMs. A customer is the most important person ever in this 3. Plus the presence of Mr. Biggs in the station Creation of awareness about the Retail outlet through advertisement and promotions. Analysis of Customer Satisfaction at Beach Resort. The government nationalized the refining and marketing sectors and subsequently introduced regulatory controls on the production, import and distribution and pricing of crude oil and petroleum products by establishing the Oil coordination Committee (OCC). A loyalty card deal with low-cost airline Air Deccan should also ensure a higher volume of consumer traffic in Club HP outlets over the forecast period. Are you an EPA-regulated facility? 1. In 2005, after an absence of nearly three decades, Shell opened a new petrol station in India. (Make we look the things way be mistake as we dey serve customer for All fuel station brands. 36 Issue 4, p559, 9p; 9. To export a reference to this article please select a referencing stye below: Content relating to: "Customer Satisfaction". Here follow some tips that you can follow to positively impact on your sales! Shell India Marketing Pvt Ltd (SIMPL) aspires to create a niche in customer service through its chain of Shell Shop convenience stores in India. As the Indian fuel retail business becomes more deregulation, the customer expectations will start to rise. Having a defined onboarding process to welcome new starters can be helpful so they can hit the ground running. The conversation with nnearby shopkeepers revealed that the place is center for the upper class people in Mehsana. The quantitative study constituted of administering questionnaire to customers visiting the nine outlets taken as sample. Smalley, S.P. Technology such as self-service machines and kiosks can also reduce the need for staff to process orders and manage the forecourt. This course will educate you in the characteristics and properties of natural gas, preparing you with the ability to summarize gas system components and new pipeline technologies. filling stations in the area have had flat sales for more than two This includes any extra services on forecourts that help to increase fuel sales such as convenience stores and snackbars, as well as car wash services. The study by Kumar & Sahay(2004) says that the behaviour of customer at fuel retail outlets on highways is to park the vehicle and relax, which is very different from behaviour on outlets within urban limits. Pumping fuel in customers vehicles. Maintain clean and orderly store as well as the food preparation area. Inaccurate SIR reports, can blind you from Cut Costs, Alleviate Risks, Boost ROI with Advanced Wetstock Monitoring Solution Bus and Taxi drivers when stop for refueling, goes to drink water, stop of around 10-15 minutes. At EMS we understand that Have you ever wanted to see what advances in technology the future has in store for us? services from an organisation. The bouquet will be entirely different depending upon the different customer requirements and purchasing power. Ensure your gas station is well-lit at every corner. In order to expand its range of services, In & Out launched an e-traveller facility at its forecourt retail outlets. The customers at fuel retail outlet refueled with an amount more than Rs 50. Median Annual Salary: $28,118 ($13.52/hour) Top 10% Annual Salary: $57,000 ($27.4/hour) The employment of gas station cashiers is expected to decline over the next decade. The fuel retail outlet is situated on the National Highway-8 connecting Ahmedabad to Udaipur, 8-10 km from Himatnagar railway station. Worked with cash register and handled merchandise like tobacco and lottery tickets.