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1. CUSTOMER
SERVICE
Basic Service Steps

2. Naniniwala ang MOGASS na upang
magtagumpay ang negosyo,
kailangan ng:
Brand Image
Competitive Products
Excellent Customer Service
| CUSTOMER SERVICE

3. “A customer is the most important visitor in our premises.”
“He is not dependent on us. We are
dependent on him.
He is not an interruption in our work. He is the purpose of it.
He is not an outsider in our business. He is part of it.
We are not doing him a favor by serving him. He is doing us a favor
by giving us an opportunity to do so.”
MAHATMA GANDHI
| CUSTOMER SERVICE

4. Ano-ano
ang role ng
Forecourt Crew?
CUSTOMER SERVICE |

5. IMPORTANCE OF
FORECOURT CREW
CUSTOMER SERVICE |
The Forecourt Attendant carries the:
● Image of MOGASS
● He is the front-liner
Ang epektibong forecourt crew ay naglalayong makuha ang
customer’s loyalty upang tumaas ang pagakakataong maulit ang
serbisyo.

6. GOOD
CUSTOMER SERVICE
CUSTOMER SERVICE |
● Identify the customer’s needs
● Provide them competitive products and excellent service
● Make customers feel we understand them
● Their satisfaction is OUR GOAL

7. FORECOURT CREW
GROOMING STANDARDS
★ Complete uniform:
• Cap
• Malinis at plantsado
• naka-tuck-in
• Suot ang Name
Plate
• Black socks
• Black shoes
Tama ang haba at
maayos ang buhok
Walang bigote at balbas
Walang accessories na
nakasabit sa katawan
Nakatali nang
maayos ang buhok
No earrings
Minimal make-up
CUSTOMER SERVICE |

8. DUTIES AND
RESPONSIBILITIES
CUSTOMER SERVICE |

9. DUTIES AND
RESPONSIBILITIES
1. Pumasok nang maaga sa trabaho
2. Magbigay nang Excellent Customer Service:
• Basic Service Steps
• Handling Customer Complaints
• Getting Customer Feedback
3. Housekeeping
4. Pag-monitor ng Competitor Pricing
CUSTOMER SERVICE |

10. BASIC
SERVICE STEPS
CUSTOMER SERVICE |

11. 5-POINT BASIC SERVICE STEPS
1. Guide in and Greet the customer with SMILE.
1. Ask if full tank, cash or card. Inform programs/promos, do upsell.
3. Confirm order. Inform safety reminder and input order.
Zero-zero (0.00) display.
4. Offer other car services.
5. Confirm payment and issue receipt.
Cash: Confirm payment
Credit Card: Confirm Name of Card Holder;
Ask for a Valid ID;
Verify signature upon issuing the receipt
CUSTOMER SERVICE |

12. 5-POINT BASIC SERVICE STEPS
CUSTOMER SERVICE |

13. EVALAUATION
CUSTOMER SERVICE |

14. | CUSTOMER SERVICE
EVALUATION
Based on Basic Service Steps (BSS):

15. | CUSTOMER SERVICE
EVALUATION
Based on Forecourt Crew Grooming:
GROOMING (rate “0” = lowest or “1” = highest)
CRITERIA TOTAL SCORE ACTUAL SCORE REMARKS
Pony Tail (W)
No Facial Hair (M)
1.00 1.00 -
Cap and Polo Shirt 1.00 1.00 -
Name Plate / ID 1.00 0.00
Name plate is being
replaced by the dealer
Pants and Shoes 1.00 1.00 -
No Jewelry 1.00 1.00 -
TOTAL 5.00 4.00 -

16. THANK YOU!
CUSTOMER SERVICE |