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 Customer service is an imperative aspect for success in
any industry. Shell Oman Marketing Company (SAOG) has
led the way in setting standards for quality customer
service and products in Oman. In an online chat hosted
by ChamberOman.com, Mr. Irshad Lawati, MD, Shell Oman
Marketing Company (SAOG) says customer service and
satisfaction is important to Shell for two reasons
-Shell cares for their brand and secondly, there is
intense competition in the oil industry in Oman. Each
player in the oil industry comes up with an innovative
and exclusive idea for enhanced customer satisfaction
and Shell has been a step ahead of its competitors in
the aspect of building brand loyalty by offering value
added service to its customers.
During the chat, Mr. Lawati discussed the standard of
customer service being offered by the oil and lubricant
industry in Oman. The participants in the chat drew his
attention to the fluctuating oil prices, the environment
and about customer service by the filling boys at the
Shell outlets.
Shell Oman maintains quality control of customer service
across its 124 outlets in Oman by regular training for
the service staff at the filling stations, opinion polls
and the ‘Tell Shell’ campaign through toll free numbers
for customers to reach Shell anytime with their
feedback. Mr. Lawati welcomed the concept of
self-filling stations in Oman and said it is being
considered by the industry but challenges like the
climatic factor of Oman have to be well thought-out. In
near future, Shell will unveil the pre-paid card mode of
payment for common man, as part of giving more value to
Shell customers.
The large volumes of sale of products at Shell Select
outlets speak about their popularity amongst even those
who may not own a car. During the online chat, Mr.
Lawati said the standard of customer service in the
Shell outlets in Oman is as high as anywhere else in the
world. The ‘My Beautiful Oman’ programme launched by
Shell to promote Oman tourism, has been a huge success
and through this programme also Shell conducted an
opinion poll to measure customer satisfaction. Overall
Shell Oman Marketing Company cares for its customers,
the environment, it’s employees and has been a pioneer
in setting high standards for customer service in Oman.
Mr. Lawati was open to suggestions and welcomed
observations on the customer service of Shell Oman from
the chat participants. He said that online chat sessions
are a new concept in Oman and congratulated
ChamberOman.com for having hosted an online chat with
excellent response from the participants.
Related links:
Shell Oman cares for its customers (Times of Oman)
Shell Oman leads in
service (Oman Tribune)
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