ROARing - SPC

A Quarterly SPC Newsletter O c t - D e c 2 0 0 9Truly, your Friendly NeighbourhoodService StationsCustomers today come better educated, better informed and seeksecond-to-none service standards. Even as businesses in the retail sectorfind it increasingly challenging to meet customers’ demands and needs,SPC retail has successfully beaten the odds with a proven track record inexcellent customer service.SPC’s retail business has, over the years, accepted this challenge andhomed in on delivering customer-friendly value-added services. This iswhat SPC believes in, that premium customer service goes a long waytowards building the SPC brand.So even if customers are getting more exacting, SPC is frequently revvingup its service level by being innovative in introducing new services. SPCwas the first to introduce “Drive-Thru” Automated Teller Machine (ATM)and “Drive-Thru” take-away food outlet at selected service stations. All ofits 38 friendly neighbourhood service stations boast a 24-hour in-houseconvenience store to cater to the needs of its customers.Mr Kasroni Bin Tohari, Pump Attendantat SPC Jurong WestStaff from SPC ThomsonStaff from SPC Toa PayohComing up top against its larger competitors at the latest CustomerSatisfaction Index of Singapore survey, SPC’s efforts in delivering premiumcustomer service over the years had not gone un-noticed. Reaping a totalof 68.7 points, this is a progress from last year’s score of 68.5. The survey,which involved more than 20,000 respondents, was conducted by theInstitute of Service Excellence at Singapore Management University.Even though customers are getting more demanding, they are also moreupfront with their compliments when they receive exemplary service.Some SPC service stations such as those at Thomson and Toa Payoh arefrequently clothed with praises for their consistent good service.At the forefront of our customer service universe is SPC’s service stationstaff. Here, we highlight some of the many commendations that we havereceived from our customers.Thank you, frontline staff. You have certainly done SPC proud!Ms Charmaine Quek: “I drove into the station and was dismayed to find only one available pump thatwas being blocked by a motorcycle. The motorist was in the store making payment. Then, Kasroni quicklywent to move the motorcycle to the side so that my car could pull up to the pump island. That was avery simple act, but it provided customer satisfaction. Kasroni takes pride in his job and carries out hisresponsibilities well. SPC indeed trains their station staff well to build customer loyalty. I will continueto frequent this particular SPC service station for its great service and high level of efficiency.”Mr Tang Chuang Heng,Pump Attendant at SPC BalestierMs Lynn Vignesuri d/o Devamany,Cashier at SPC ThomsonMr Ronnie Seow,Pump Attendant at SPC ChangiMr Ronald Cho: “I reside in the area andam a regular customer of SPC Balestier.I am very satisfied and tremendouslyimpressed with the services andattitudes of the pump attendants at thisbranch. They are cheerful, very helpfuland determined to serve the customerswell, even though some customers canbe very demanding and curt.There is this particular handicappedstaff who, despite losing one arm,really goes out of his way to assist themotorists, including myself. With suchstaff around, you can be assured that Iwill continue to patronise SPC.Mr Alex Smith: “I was queuing up atthe cashier counter during the morningpeak hours, waiting to pay for my petroland purchases. A cheerful girl at thecounter got my attention, as I noticedhow patient and friendly she was to thecustomers ahead of me. When it wasmy turn, she greeted me politely. Whilescanning my items, she explained to mein detail the current promotions that thestation was offering. I did not purchaseany of the promotional items in the end,but she still maintained her smile andcourtesy. I must compliment her for thegood service.”Mrs Joan Yang: “My family and Iwere greeted by the friendly pumpattendant, Ronnie, as we droveinto the service station. When myhusband was taking the watering canout to clean the van’s rear window,Ronnie promptly offered to help him.To top off the pleasant service, Ronniewaved us and the children a cheerfulgoodbye. He definitely has made theday for the Yang family.”Ms Monsanto Anita Sevilleja,Cashier and Mr How Jee Suan,Pump Attendant at SPC Jurong EastMr George A/L Hirudayasamy,Pump Attendant at SPC Toa PayohMr Lim Jia Hao, Mechanic,Speedy Care at SPC Pasir RisMr Farid Mohd Ismail: “I have beena customer of another oil company forfive years. Two weeks ago, I had to visitSPC service station as my petrol wason a low. I was greeted by a pleasantChinese man who asked if I would liketo have my windshield cleaned. I saidyes. Then I went to the cashier whowas also pleasant and efficient. I didn’thave a SPC card, so the cashier offeredme a $2 discount coupon and a furtherdiscount with my POSB debit card. I wasadvised to pay using POSB EverydayCard so that I could get more discountnext time. I went back to SPC JurongEast again and received the same goodservice from these two staff. I plan toswitch to SPC, and I hope to see moreSPC service stations in future.”Mr Zhuang: “I am not an SPC petrolpatron but the other day I went to theconvenience store at SPC Toa Payohto buy a drink. As I was walking outof the store, George approached meand offered to give my car a thoroughcheck if I would pump petrol with SPC.I hesitated at first but seeing thatthe tank was half full, I agreed. I waspleasantly surprised to see that Georgereally did give my car a thorough checkas promised. I hope I will get such goodservice in all SPC service stations.”Mr James Deppu: “My car batterywent flat. I called Speedy Care tocome to my car park after agreeing onthe repair cost. Mr Lim arrived in lessthan 10 minutes, even earlier than me.It took Mr Lim another 10 minutes toreplace the battery and conduct a test.I am extremely satisfied with the servicethat I received from Speedy Care. I willconsider sending my car there for futureservicing. I also thank Mr Lim for hisgood service.”8 9