Dealers rewarded for excellent customer service


Total Kenya Limited, through its Top Service Club (TSC), recently recognized and rewarded 50 service station operators for offering superior customer service. The top awards included an all expense paid three day trip to the Serena Mara Lodge for the top ten dealers and their spouses. These top dealers also became Gold Members of the TSC. Other prizes include quarterly luncheons with the Company’s management, branded TSC Souvenirs, TSC lapel badges and certificates.

Dealers who consistently excel in providing excel in providing outstandingly good service according to the Total Group’s global standards become members of the privileged top Service Club. Using set criteria. Total Kenya conducts quarterly and annual mystery surveys by credible research companies throughout its retail network for contrinous improvement in Customer experience and to identify operators who exceed the benchmarks. The membership is divided into gold, silver and bronze categories.

The Total dealers ‘recognition function was held at the Norfolk Hotel. 10 gold winners were each presented with Serena Mara Lodge holiday vouchers, branded gifts, golden badges and certificates. 25 silver members were awarded with branded, souvenirs, badges and certificates. The 15 bronze recipients were handed badges and certificates.

Speaking at the event, Alexis Vovk, the Managing Director of Total Kenya, said the objective of rewarding dealers is to ensure that customers receive the same high level of service across the entire Total network. “To enable our operations to work more efficiently, we are investing a substantial amount of money for the upgrade of our existing service stations and building of new ones to ensure that we continue adding value to our customers.”

“Recently we introduce solar lanterns branded “Total sola “which are available at all our service stations. These eco friendly and affordable lamps will appeal mainly to people in areas not connected to mains electricity. They will also be useful as standby lights whenever there are power failures,” Mr Vovk said.

On corporate social responsibility, Mr Vovk said Total is backing the Safe Way Right Way initiative which is part of a long term programme for road safety in Africa along major trade corridors. This is supported by the World Bank, the Governments of Kenya and Uganda and private sector partners.

“The aim of this project is to make African roads safer starting with the Northern Corridor (Mombasa-Nairobi-Malaba –Kampala-Kigali-Bujumbura). One of the strategies for improving road safety and reducing road carnage is by conducting training for boda boda riders, drivers fleet managers and owners of buses, matatus and trucks.” Mr Vovk also reiterated Total’s committed to environmental protection  through its Eco Challenge programme whose clarion call is ‘one person , one event, one tree’.


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