By Francis Otucu
KAMPALA: Shell customers are set to benefit from an enhanced customer care experience each time they drive into any of the over 150 Shell service stations countrywide.
The development is a result of Vivo Energy’s recent launch of a customer service training facility, the Retail Academy, whose core mandate is to up skill its entire spectrum of customer-facing staff. These include customer champions, quality marshals, service station managers and retail site owners.
According to the Managing Director at Vivo Energy Uganda, Gilbert Assi, the Retail Academy, located at Shell Capital in Kampala, will bring world-class training in customer service and sales abilities to thousands of its customer facing teams to suit the market needs.
Assi said: “Retail is at the heart of our business. The objectives of the Retail Academy will be two-pronged: one; to drive our quest to create a benchmark for a superior customer service and secondly, to provide the trainees the enviable opportunity to fast track their growth and to shape their perspective about their careers. It is envisioned that the trainees will not only enhance their customer service capability but their sales abilities as well.”
“The Retail Academy is further proof of our commitment to enable our people to realize their full potential as they serve customers across the Shell service station network. We expect interactions with our customers to improve, helping to keep customers coming back for more.” he added.
Vivo Energy Uganda currently directly employs over 130 staff and has created indirect employment for over 8,000 Ugandans at its network of Shell service stations and product distributor points countrywide.
The chief guest at the launch of the Retail Academy, Vivo Energy Executive Vice President for East and Southern Africa region, Hans Paulsen, commended the project team for the timely set up of the Retail Academy. He urged the team to position the training and curriculum to accurately match the ever evolving needs of the customers, in order to be positioned as a responsive brand.
“The Retail Academy will help us maintain a sharper focus to the needs of the customer and the global trends in world-class customer service. For instance, besides a memorable service experience, customers are now also looking for essential cleanliness and health and safety protocols to safeguard themselves from the risks of the Covid-19 pandemic. If you lack the essentials such as masks, sanitizing points or temperature guns, you stand to lose out,” he said.
“The key mark of success will be positive feedback from our customers, repeat visits to our service stations and increased market share as a result.” advised the Executive Vice President.