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Vivo Energy Rwanda, Engen Licensee building capacities for enriching customers’ experience at petrol stations



Petrol pump attendants are the most common titles for workers at filling stations.

Their tasks mainly involve; filling customers’ vehicles with petrol or diesel to the requested level, taking cash and providing change or preparing bank petrol charge slips, checking the oil and water levels of the vehicle, cleaning windscreens, aligning and balancing tyre pressure.

As a responsible fuel marketer, Vivo Energy Rwanda is aware that consistent capacity building initiatives make pump attendants conscious of what it requires to provide good services.

In line with the company’s vision to keep walking the talk, pump attendants got new titles as ‘quality marshals’ reflecting their central duties of being good ambassadors of   Vivo Energy Rwanda, striving for excellent service delivery aligning with the motto of Engen, ‘ With Us you Are Number One’.

To ensure that instituted policies are implemented internally,Vivo Energy Rwanda, Engen Licensee organized a two-day training to quality marshals and oil specialists on Engen products and quality enabling them put the customer at the fore.

The capacity building took place at Galaxy Hotel in Kiyovu on 18th and 19th September 2019 facilitated by Vivo Energy Rwanda senior management team.

While addressing trainees, the Managing Director of Vivo Energy Rwanda, Sarah Doukoure-Bebey urged trainees to apply acquired knowledge and skills and improve service delivery at work as good representatives of Engen brand.

“What we are talking about here is operational excellence. Make sure you render good services to customers, make sure they are satisfied and talk well about Engen when they leave the station. Quality marshals will be key in driving operational excellence and make sure that our customers get the best service. It starts with you today,” he said.

Speaking to Hope Magazine, Sarah highlighted that the initiative of appointing specific quality marshals at each petrol station is aimed at ensuring that good service is provided to the customers with fast addressing of their needs.

“Our customer promise is ‘With us you are Number One’. With that in mind, we identified that we need to improve customer service and operational excellence. The new appointees will ensure that customer service is top notch at all the petrol stations,” she said.

“We didn’t have anyone specifically appointed as quality marshal before. We used to have pump attendants, customer attendants to service customers but no one was fully in charge of these services. That is a new addition we are bringing to petrol stations. We want to ensure that whenever a customer is unhappy, he has someone that he can talk to and who will instantly address his/her issue,” underscored Sarah.

She went on to say it is in line with the company’s promise to make sure that ‘the customer is at the center of all operations.

For the lube bays, trained oil specialists will be in charge of the service and quality of lubricants provided for first class services.

Trainees were equipped with basic knowledge on Engen oils.

They were also trained on security tips to be put in place on daily work to minimize and avoid risks and other possible hazards during a training session facilitated by Johny Ognard, Supply and Distribution Manager at Vivo Energy Rwanda.

They were advised  not work in unsafe conditions, report hazard situations to the supervisor, verify if outside contractors comply with permit to work, not to create hazards by bad behaviors or practical jokes, be cautious of delivery vehicles that could sometimes not identify someone behind or aside and assisting delivery vehicles reversing among others.

Innocent Muvandimwe, oil specialist at Giti Kinyoni who was among participants commended the company’s efforts tailored to enrich customers’ experience.

“It has been long without knowledge on specifications for engine oil. The training hones our prowess to improve quality service delivery with deep understanding of what we do,” he said.

Engen is one of the leading petroleum companies, specialized in trading fuel, lubricants and Liquefied Petroleum Gas (LPG) across Rwanda.

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