Shell Express Conversion :: Field Customer Support

Shell 21 July | Shell Xpress


Briefing:
  • Inform customers on name change
  • Convey key brand message : “cheaper but still so Shell”
  • Show customers new payment terminals next to pumps:
    • One terminal per pump = faster
    • Credit cards accepted
    • Much improved fraud protection
  • Promote Shell fuels : V-Power and Diesel Extra
  • Provide customer feedback.
Recommendation:
  • Recruit staff with commercial profile and language skills.
  • Give proper briefing to staff so as to allow staff to build trust
    immediately.
  • Ensure staff are respectful of customer privacy (dialling card code).
  • Provide staff outfits and badges
  • Solid staff briefing on product.
  • Create professional procedure for fast customer feedback to Shell

 :: Field Customer Support
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