FAT Presentation 2

8/7/2019 FAT Presentation 2

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FORECOURT ATTENDANT TRAINING


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Objectives

Service Station Safety

Customer Relations

Uniform and Cleanliness Standards

PTT forecourt customer service

Customer Complaints

Product Knowledge


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About PTT

PTT = Petroleum Authority of Thailand

Started in 1978 in Thailand

Started in 1996 in the Philippines under the

Subic Bay Distributors, Inc. (SBDI) trade name.

It is now known as PTT Philippines

Corporation (PTTPC)

PTT is ranked 207th among the worlds 500

largest companies and 41st in Asia for the year2007 according to Fortune 500.


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Fundamentals for a Safety Environment

Do not put yourself/things/others in a not-safe

environment.

Always follow Environmental Safety Precautions.

Be sure all Fire Extinguishers are in good condition.

Follow safety measures made by the Station Manager.

All employees are responsible and liable with the

services brought, product sales and all uncertain acts.


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Always follow the system implemented by the station.

Always follow all reminders posted by the station.

If a nonfamiliar situation is taking place, make known ofit and report to the management.

Be active on this kind of situation and deal with it

professionally.

Safe Actions


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Safety in the Station

If in the forecourt area, Be always ALERT!

Remind the customers of our safety policies:

Switch Off Engine

NO SMOKING

NO CELLPHONES

Get off motorbike before refueling

Only approved containers can be used

Be sure to clean promptly all product waste in the area.


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The correct approach for customers

All customers are the most important persons in our

Service Station. Customers always comes first.

Customers are part of our business and we have to

heartily welcome them in our station.

Lets give our customers a fast, friendly at excellent PTT

Forecourt Customer Service.

RESPECT all customers.

Customers should be served well. Their praises gives a

big credit to our company.


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Be always HONEST in dealing Customers.

Service with a SMILE is needed. They are the ones

responsible for our job. Be sure to give the customers a warm and pleasant

experience.

Ang tamang pagtrato sa ating mga customers


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Reminders before facing the customers:

Self-Representation

Complete Uniform.

Forecourt Attendant Cap

Forecourt Attendant Polo

Forecourt Shorts

Naplantsa, Limpyo og dili guba ang zipper og botones

Ang buhok kay dili maglay-lay

Limpyo ang kamot.

Way sing-sing, relo or unsa man na alahas na sul-obon.

Mo-smile kung moatubang sa customer.

Way laen huna-hunaon kun dili ang customer ra.


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Mga dapat tandaan bago humarap sa customer

Image of the Station

Signage must be clean.

Forecourt Operating Items must be clean and in good

condition:

Squeegee

Squeegee Holder

Trash Bin

Lubricant Cabinet

Lubricants must be clean and readable by all customers.


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PTT forecourt customer service steps

Guiding of customers to vacant filling

positions.

Greetings with a smile.

Offering of others products and Full Tanks

Starting with Zero-zero

Additional Service

Asking for the payment and giving of exactchange.

Thank Yous and Goodbyes


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Tact-time for each Customers

10 segundo Sugod sa pagsulo

7 segundo sa pag guide

Kung way bakante, seguraduon na dili pasagdan

ang customers


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Greeting Customers with a smile

Make it a habit to always smile to the customers.

Sakto na pagtagad:

Maayong buntag/ Hapon/ Gabie, Sir/Maam,Welcome to PTT.

Good Morning / Afternoon / Evening,

Sir/Maam, Welcome to PTT.


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Pagkumpirma ng order at Zero-Zero

Ugaliing kumpirmahin ang order ng customer sa

pamamagitan ng pag-ulit kung anong produkto

at halaga ng ikakarga Sir/Maam, Performa ullTank / Alpha X 500 / Delta X 300

Bago isalin ang produkto, ugaliing ituro ang liter

wheel ng pump at sabay sabi ng Sir/Maam,

start po tayo sa zero-zero


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Pagbibigay ng karagdagang serbisyo

Mag-alok ng ibang serbisyo tulad ng: Paglinis ng windshield

Under the hood Check up

Langis Brake at Clutch Fluid

Coolant / Tubig sa Radiator

Tubig ng Battery

Tubig sa windshield washer reservoir

Power steering fluid Pag-check ng gauge ng gulong

Pagkuha ng basura sa loob ng sasakyan

Promo


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CoolantReservoir

Brake

Reservoir

Clutch

Reservoir

OilDipstick

Engine Oil

Cap

Wind-

shieldWasher

Reservoir

Power

Steering

Reservoir

Radiator

Cap

Under The Hood


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Pasasalamat at pamamaalam na may ngiti

Matapos ang buong transaction, ugaliin ngumiti

habang nagpapasalamat at namamaalam sa

customer: Salamat po, Sir/maam. Balik po

kayo sa PTT.

Ugaliin din na i-gabay palabas ang mga

customer.


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Kaalaman sa Biodiesel at Biodiesel Blend

Ang Biodiesel ay isang uri ng diesel nanagmumula sa mga likas na yaman

Ang ibig-sabihin ng CME ay Coco Methyl

Esther. Ito ang hinahalo sa Diesel upang

magkaroon ng Biodiesel Blend.

Ang ibig sabihin ng B2 ay 2% Biodiesel (CME)

at 98% Diesel

Mga benepisyo: Nakakabawas ng usok mula sa tambutso

Pinapaganda ang takbo ng makina

Mas maaasahan ang makina


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Kaalaman sa Langis

Bakit tayo gumagamit ng langis?

Viscosity at Performance Classification

Society of Automotive Engineers (SAE) Viscosity

Speed, Load at Temperature

Monograde at Multi-grade

American Petroleum Institute (API) Service Classification S at C

Halimbawa ng langis na pang-gasolina at pang-

diesel


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Paghadlang sa holdup

Panatiliiing malinis at organizado ang istasyon.

Laging batiin ang pumapasok na customer.

Ugaliing tawagin ang mga customer sa pangalan nila.

Huwag ugaliing tumangap ng nagpapabarya.

Ugaliing mag-safedrop o magremata ng pera.

Laging obserbahan ang mga taong kahinahinala.

Ugaliing nakasara ang pinto ng opisina at stockroom.


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Alamin kung saan naka-post ang Emergency Response

Plan sa inyong istasyon.

Tiyakin ang mga emergency numbers ay tama.

Tumawag agad sa pulis, kung sila ay na holdup.

Paghadlang sa holdup


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Tamang pagkilos habang hinoholdup

Makisama. Maging Kalmado. Ilagay ang mga kamay

kung saan kita ng holdaper.

Huwag gumalaw ng pabigla.

Huwag titigan ang magnanakaw.

Huwag magsabi sa holdaper na mali ang ginagawa

niya.

Ipaalam sa holdaper kung may dadating na kasamahanpara magdalawang isip siya sa kaniyang ginagawa.


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Tamang pagkilos habang hinoholdup

Huwag magsalita hanggat magsabi ang holdaper na

magsalita ka.

Magtanong uli sa holdaper kung hindi maintindihan ang

kagustuhan niya.

Kapag walang cash, magsabi na kumuha na lang ng

kahit ano para mas mapabilis ang pag-alis ng holdaper.

Huwag na huwag makipaglaban sa holdaper kung ito ay

armado.


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Documents

FAT Presentation 2