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Asco Motors Labasa Total Service Station recently achieved top honours in the Total Worldwide Top Service Awards. Top Service is the policy to increase customer service and service stations’ standards across Total’s entire retail network. Conducted through two yearly “mystery shopper” visits, Top Service sets new benchmarks through which stations’ performance is evaluated against competitors and within the Total network.
Total Fiji Limited extended the initiative to reward its four Station Managers who had attained a consistent minimum average score of 75% between the last two mystery shopper visits. Each wining station manager received an excellence certificate for their efforts to upkeep Total retail standards.
Labasa Service Station Supervisor Ms Jyoti Mala said, “This achievement was through my team’s effort, maintaining and fostering good customer care, relationship building and also effective planning.”
Mala who took over the supervisory role at the Labasa Service Station in July, has been instrumental in implementing changes in the service station’s operations which has seen major improvements in sales and service delivery at the site. Mala credits her four management functions in achieving positive results. These being planning, organizing, directing and controlling. Given that fuel prices are relatively standard everywhere, the differentiating factor is the quality of service offered, and achieving a high quality of customer service is something Mala and her team continuously strive towards.