Lanka IOC has been continuously working on standardization of customer service experience across its fuel retail network
Lanka IOC PLC transformed the petroleum landscape in Sri Lanka by providing a new experience to customers through value added services at the LIOC fuel service stations, and is committed for continuous improvement in petroleum retailing in the country & ensure regular up gradation in customer services to match best international standards.
However branding is incomplete unless customer experience is same across the network. Realizing this Lanka IOC has been continuously working on standardization of customer service experience across its fuel retail network. Thus apart from regularly improving look of the fuel service stations, Lanka IOC has been regularly working on the improvement in the soft skills of its manpower. Both dealers & staff at a fuel service station are critical in providing good customer experience.
In line with agenda of regular & continuous improvement towards further enhancing the customer service experience in the forecourt, Lanka IOC PLC organized a mega workshop on ”CUSTOMER SERVICE TRAINING” for fuel service stations Attendants at BMICH.
Mr. Shyam Bohra, Managing Director of Lanka IOC PLC, commenting on this event stated ‘Recognizing the importance of our Customer Attendants to our business, we foresee a timely need for a clinical session to increase customer services, adopting best practices, improvements on service quality, Cleanliness, Safety and Health Precautions of both the Customer Attendant and the fuel service stations, and to adequately empower them to handle difficult situations and strengthening team work.’ Further he stressed on the following core areas on which Lanka IOC will be focusing for the benefits of the fuel service stations Attendants and for the customers; Mobile application for the fuel service stations Attendants as a learning tool for the improvement of the customer service quality of pump attendants; Developing soft skills of the pump attendants to enhance customer service; regular training for improving the awareness of the fire and safety precautions at the ROs, etc.
Approximately 450 fuel service stations Attendants attended the ‘Training Program’, representing the entire fuel retail network of Lanka IOC across the island. Seeing a disciplined work force all well groomed & flashing dark blue Lanka IOC uniform was a visual delight. This initiative was to generate a positive impact and a close relationship with fuel service stations Attendants motivating them to deliver a service par excellence.
Despite suffering huge losses in Auto Fuel sales due to absence of any Pricing Formula in the country, Lanka IOC is not stopping on its agenda of modernizing its retail network & enhancing customer experience. Once again, In a first of its kind of initiative in the petroleum industry in the country, Lanka IOC launched the scheme of Life Insurance Cover for the fuel service stations attendants working at LIOC fuel service stations across island in association with Allianz Lanka, a global leader in insurance. LIOC offered a Life Insurance Cover of LKR. 500,000 which goes upto LKR One Million in case of Accidental Death Benefit Cover. It also includes Permanent Disability Cover and Partial Disability Cover. This will certainly create the peace of mind and improve the quality of life of the fuel service stations attendants. PWKD28032018