Kudos to Shell outlet @ Basavanagar, Bangalore Last saturday, I had been to the Shell outlet in Basavanagar, off old airport road and after filling fuel, requested for a rear windscreen wash & wipe. I was in for a surprise when the staff informed me that they only clean the front windscreen and not the rear glass!
I found this ridiculous as I have got both the front and rear glasses cleaned from HP and Shell outlets earlier. When I questioned their logic, they simply said it was a instruction from the company to clean only the front glasses and not the rear. When I asked them to show me the circular, they flatly refused and added saying it was none of my business.
Today I wrote a mail to the customer service wing ('generalpublicenquiries-in@shell.com') explaining the situation and requesting them to share more details on the circular (that said rear glass cleaning is not carried out)! To my surprise, I got a call from one Mr Somanna who took complete ownership of the issue and apologized for the incident and said they have no such instruction from Shell and that has initiated action action the responsible staff.
I do not favor toning down employees for mistakes. However it makes all sense for the management to put a corrective action in place so that employees understand how important it is to learn from their mistakes and ensure it is not repeated!
A sincere thanks to Shell and to Mr Somanna for addressing the issue promptly and ensuring to work on the feedback with all seriousness!
Below transcript of the mail I received!
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Dear Mr.Vinair,
Greetings of the day.
On the outset I would like to apologise for the inconvenience that you had to go through during your recent visit to our fuel station at vibuthipura.
We do offer front wind screen cleaning to all customers,which is a part of our customer service,rear windscreen cleaning will be done on customer request.
I do agree that in your case you were not offered the service even on your request which is quite saddening.
Its our endeavor to provide excellent customer service to all customer visiting our outlet,but sometimes there are gaps which we try to close with the help of feedbacks from valued customers like you.
I once again apologise for not being able to deliver the quality service to you during your visit to the fuel station.
I assure that this matter will be taken seriously, and acted upon.
Please do drop into our outlet and continue fueling with shell.
Assuring you the best of the services.
Thanks and regards,
Somanna
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Last edited by vinair : 23rd September 2013 at 16:26.
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