Have you ever driven up to an Engen Filling station and wondered why you were treated as royalty? If you haven’t, try it the next time you need a refill and you will leave smiling and not go anywhere else. Engen has developed a creative way of keeping their clients happy with the service they receive at Engen forecourts and quick-shops.
Smile is Engen’s performance, monitoring and reward programme with a mission to create a dynamic, well-trained customer-facing workforce that helps the company position itself as the number 1 petrochemical company in sub-Saharan Africa and other markets where It operates in 13 African countries and developments in the various countries are shared among colleagues in other countries to inspire them.
Every month local mystery shoppers randomly visit Engen stations to monitor service being offered to clients. They take into consideration service providers’ appearance, how they welcome clients, and the speed and friendliness with which they offered service and whether or not they offered additional service and attempted to interest the customer in other products. They also observe the cleanliness of the business premises and how the client parts with the customer, does he say goodbye and wish them a good day?
Service providers at the Engen stations are encouraged to offer dynamic service to all their clients and service posters containing messages on various aspects of service excellence are displayed as reminders of the aspects of service they need to be aware of.
Deserving participants receive Smile prizes from their network manager. Rewarding excellent service strengthens