FORECOURT ATTENDANT TRAINING

Objectives

 Service Station Safety

 Customer Relations
 Uniform and Cleanliness Standards
 PTT forecourt customer service
 Customer Complaints
 Product Knowledge
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 world’s 500
largest companies and 41st in Asia for the year
2007 according to Fortune 500.
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.
Safe Actions

– 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 of

it and report to the management.
– Be active on this kind of situation and deal with it
professionally.
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.

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.

– Let’s 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.
Ang tamang pagtrato sa ating mga customers

– 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.
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.
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.
Mga dapat tandaan bago humarap sa customer

– Station Cleanliness
• Maintain the cleanliness in the forecourt area.
• Be sure to pick unnecessary things in the driveway and
pump island area.
• Air and water station must be clean.
• Price board and garden area must be clean.
• Restroom should be kept clean at all times.
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 exact

change.
– ”Thank You”s and ”Goodbye”s
Tact-time for each Customers

– 10 segundo Sugod sa pagsulo

– 7 segundo sa pag guide
– Kung way bakante, seguraduon na dili pasagdan
ang customers
Greeting Customers with a smile

– Make it a habit to always smile to the customers.

– Sakto na pagtagad:

• “Maayong buntag/ Hapon/ Gabie, Sir/Ma’am,

Welcome to PTT.
• “Good Morning / Afternoon / Evening,
Sir/Ma’am, Welcome to PTT.
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/Ma’am, Performa ull
Tank / Alpha X 500 / Delta X 300”

– Bago isalin ang produkto, ugaliing ituro ang liter

wheel ng pump at sabay sabi ng ”Sir/Ma’am,
start po tayo sa zero-zero”
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
 Under The Hood

Wind- Clutch
shield Reservoir
Washer
Reservoir Brake
Reservoir

Coolant Oil
Reservoir Dipstick
Power Radiator Engine Oil
Steering Cap Cap
Reservoir
Pasasalamat at pamamaalam na may ngiti

– Matapos ang buong transaction, ugaliin ngumiti

habang nagpapasalamat at namamaalam sa
customer: ”Salamat po, Sir/ma’am. Balik po
kayo sa PTT”.

– Ugaliin din na i-gabay palabas ang mga

customer.
Ang PTT forecourt customer service steps

– Paggabay sa customer sa bakanteng filling

position
– Pagbati sa customer na nakangiti

– Pag-alok ng produkto at ”Full Tank”

– Pagkumpirma ng order at “Zero-Zero”

– Pagbibigay ng karagdagang serbisyo

– Paniningil at panunukli

– Pasasalamat at pamamaalam na may ngiti

Kaalaman sa Biodiesel at Biodiesel Blend
– Ang Biodiesel ay isang uri ng diesel na
nagmumula 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
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
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.

Paghadlang sa holdup

– 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.

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 kasamahan

para magdalawang isip siya sa kaniyang ginagawa.
Tamang pagkilos habang hinoholdup

– Huwag magsalita hangga’t 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.