According to the company’s managing director, Mr. Alex Vovks, the development is aimed at ensuring that customers were well served in Total filling stations.
As part of this effort, the company recently observed its customer week tagged, ‘Top Service Week’, during which Vovk led members of his management team on field visits to some Total fuel stations.
Vovks explained that each outlet was expected to provide services such as free air, lube bay, wheel alignment, burnet check, mini-super market and cleaning of wind screen, among others.
He urged that when customers were not satisfied with services rendered by a Total attendant, such customer should lodge his or her complaints through the customer line provided by Total or via Facebook and Twitter.
The Total boss revealed that the company’s enforcement team would be visiting the retail outlets across the country regularly, during which customers’ complaints would be attended to.
Speaking with news men during his first tour as the new managing director of Total in Alapere 2 filling station in Lagos, Vovks said: “You are witnessing the top service week by all the Total management, including myself to serve our customers in all the stations in Nigeria.
“Total brand is known for the quality of it service and we want to ensure that this top quality is implemented on a regular basis. That is why we came to do it ourselves. It also allows us to show to our staff in the service stations how important and how much value we put in customer service.
“It is also a way of interacting directly with our customers, show them our appreciation and also to hear from them directly, if they enjoy our services and point areas for improvement”.