Yesterday, marks a new chapter in Shell’s retail experience here in Malaysia as they revamped and launched their new retail transformation programme. As Shell is one of the oldest fuels retailer in Malaysia, it provides a much needed boost for the fuel retailing scene. This programme is a multi-year programme that takes its cues from the hospitality industry and would be launched in 3 phases. Shell aims to complete this 3-year programme by 2017.
With this programme launched, Shell is aiming for a more personalized service to all its customers which are now called, “guests”. This is done to ensure that Shell achieves the highest standard of customer satisfaction and experiences when they enter into a Shell petrol station. It is no longer just a fill-up when you visit Shell as to ensure the commitment that has been meted out by this campaign, Shell has enhanced its offerings by providing personalized service through service and hospitality training to its forecourt crews, upgrades to existing Shell Select stores, freshly-prepared food and beverages under its deli2go brand and improved station services such as prayer rooms, toilets and in some Shell stations internet connectivity through wi-fi.
This initiative is the first in Asia, let alone Malaysia to be done by Shell as Shell views Malaysia as it’s cornerstone market here in Asia. As Shell is the leader in providing quality and premium fuels and lubricants products in the country, this programme would enhance Shell’s reputation nationwide as it would provide a wholesome experience when pumping fuel at Shell stations.
Words: Azri Azman
Photos: Shell Malaysia