Management and staff of Total Petroleum Ghana, together with Stephen Appiah, the company’s brand Ambassador, have gone around its service stations across the country to interact with customers and give them the best of customer service. This action forms part of the company’s customer week celebration -Top Service- which ended on 15th April, 2018.
According to the company’s Managing Director, Eric Fanchini, who was spotted at the Total Fly Over Station, the week-long activity was to keep providing customers with an experience of top-class services not only in fueling but also by giving them the right maintenance tips for prolonging the lives of their engines. He explained that customer proximity was a value for the company thus, the initiative to regularly move on to the field and join Frontline staff to serve customers.
The Sales and Marketing Manager, Abdul-Rahim Siddique added that the Top Service week was organised in a bid to get to know the needs and expectations of customers and educate them on services to expect when they drive through Total service stations.
For instance, ‘windscreen cleaning, oil-level checks and free air are complementary, hence, they come at no cost to anyone who visits a Total Service Station. He further mentioned that every customer gains bonuses on every top up on the Total Card, so they accumulate money while making a secure payment at the pump, in the shop and at the lube bay.
Stephen Appiah, Total brand Ambassador and former Captain of the Black Stars, who joined the team at Total Oxford Service Station to dispense fuel, clean vehicle windscreens and assist customers with payment via Total Card, said that he was particularly excited to ‘serve customers and to bring smiles to their faces’.
For him, ‘Total was a reputable brand for quality products and services and for that matter his readiness to be part of the mission of bringing this quality and satisfaction to all Ghanaians.’
Further to the subject on convenience, the Communications Manager, Edna Kankam, said that: “the company has a station finder App called Total Services App which customers can download freely and use to locate any Total service station in the country’. She explained that the
App was user-friendly, easy to navigate and able to give information on all the services and promotions on offer at any Total service station.’ She added that it had car maintenance tips and a direct contact to the customer service officers who are ever ready to assist them with their needs.”
The Managing Director entreated customers to expect nothing short of comfort, excellent services and warmth from Attendants when they visit a Total Service Station. The company, he said, has been working on the overall image of its stations to bring comfort to the public.
Aside from the convenient Bonjour shop and the ATMs at our station, Car wash centers have been introduced at some of the stations and eateries such as Tante Marie at the Tema Industrial Area, KFC at the Tema Community 1 station and the Mugg & Bean at the Liberation Road Service Station.’ ‘We want our stations to be a destination place for customers and be a go-to place for all their car care needs.’ He added.
Recognitions
Total Petroleum Ghana, in 2017, was adjudged Brand of the Year at the Ghana Oil and Gas Awards (GOGA), Best in Customer Service and Best Brand in Environment and Safety at the Chamber of Petroleum Consumer Ghana (COPEC) Awards and was recognised as the Overall Best Quality Company at the AGI Industry and Quality Awards.
Its product, TOTAL QUARTZ 9000 won the Best lubricant of the year at the Ghana Oil and Gas Awards (GOGA).
The Company was also adjudged the Best in Corporate Social Responsibility at the Ghana Energy Awards. It was further adjudged Best CSR and Sustainability Company by the Chamber of Commerce and Industry France Ghana in 2018.
