Prague, October 31, 2017 – Benzina, the Czech Republic’s largest filling station network and part of the Unipetrol Group, started to train its business partners and their service staff attending the filling stations. A special minibus rebuilt into a small lecture hall has been designed for this purpose. The coaches can therefore train the staff directly at filling stations. The goal is to improve customer service. Benzina, which is currently operating 396 filling stations, cooperates with 220 business partners. Their 1,800 employees serve up to 7 million customers every month. Benzina has therefore decided to help their business partners and their staff by simplifying their access to professional training.
„We’re modernizing our filling stations – we introduced new fuels EFECTA, we’re currently implementing modern Wi-Fi services and expanding the supplementary sale. We also follow modern trends in refreshments. Now we want to improve our customer case since it is the service employees who shape the customer’s final impression when visiting our station. And it is these employees whom we help to grow and improve,“ says Marek Zouvala, Director of Unipetrol’s Benzina Registered Branch.
In the first phase of this programme, the team of mentors focused on the filling station operators. The mentors educated them in the art of proper staff management, motivation and feedback evaluation. A special bus has now set off to the field with its crew ready to train the staff directly at filling stations. „Performing the quality training directly at a filling station is often difficult due to limited space. On the other hand, sending the staff for training outside the filling station is also quite complicated for operational reasons. That’s why we ordered this tailored-made minibus ready to go directly to our partners and their employees. We are therefore able to effectively train a larger part of the station’s staff,“ says Vladimír Dočekal, Benzina’s Director of Operations.
This ways, one mentor can train employees at two filling stations in one day. In their training, they use a mix of traditional forms of training and e-learning, including interactive videos, presentations, and test forms. The training’s content focuses mainly on positive communication with customers and solving of typical situations. „This way we help our partners transfer the values of the Benzina brand directly on their first-line employees. We improve our customer service trying to ensure the same level of service across the entire network,“ concludes Vladimír Dočekal.
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