Times of Oman: Shell Oman cares for its customers (ShellNews.net)

Sunday, September 12, 2004  

SHELL Oman Marketing Company is setting standards in customer service. In an online chat hosted by ChamberOman.com, Irshad Lawati, MD, Shell Oman Marketing Company said customer service and satisfaction is important to Shell for two reasons — Shell cares for their brand, and 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.

Shell Oman maintains quality control of customer service across its 124 outlets 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. Lawati welcomed the concept of self-filling stations and said it is being considered by the industry but challenges like the climatic factor of Oman have to be well thought-out. In the near future, Shell will unveil the pre-paid card mode of payment for common man, as part of giving more value to Shell customers.

Lawati said the standard of customer service in the Shell outlets in Oman is as high as anywhere else. The ‘My Beautiful Oman’ programme launched by Shell to promote tourism has been a huge success and through this programme also Shell conducted an opinion poll to measure customer satisfaction. Overall Shell Oman cares for its customers, the environment, employees.