IOCL CA Training PremiumCare v7

Customer Attendant Training
Premium Care
Indian Oil Corporation Ltd
Copyright IOCL
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Objective
The objective of the module is to make you understand your

day to day tasks, your roles and responsibilities, how to work
in a team and how to be a confident and self managed
Customer Attendant.
Copyright IOCL 1
Overview
This module will cover:
IndianOil as a brand
Core Values
SOPs
Grooming and Complete Uniform
Presenting Yourself to Customers
Key Roles of CAs in a Retail Outlet
Safety Guidelines
Shift Huddle
Copyright IOCL 2
Core Values
SOPs
Safety Guidelines
Shift Huddle
Lets Watch a Video
Copyright IOCL 4
Discuss: What Can We Take Away?
IOCL is the market leader
It is a matter of pride to work for IOCL
It depends on us to preserve the pride and

brand of IOCL
As CAs of IOCL, we will always place the

customer first
We will uphold the customers trust in IOCLs

delivery quality
Copyright IOCL 5
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Core Values
SOPs
Safety Guidelines
Shift Huddle
Would You Like to Know?
What are the core values of IOCL?
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Lets Watch a Video
Copyright IOCL 8
The IOCL Core Values
Care
Core
Innovation Trust
Values
Passion
Copyright IOCL 9
Core Values
SOPs
Safety Guidelines
Shift Huddle
How do we ensure standard,

streamlined, guaranteed, and quality
service to customer?
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Our Answer
By following our Premium Care SOPs
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How many of us are aware of the

Premium Care SOPs?
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Premium Care SOP Each One, Read One
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Copyright IOCL 15
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Core Values
SOPs
Safety Guidelines
Shift Huddle
Our Efforts
How to make it happen at our IOCL RO!
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Grooming: Service Begins with Self
Remember to take time out to do these things daily
Wear neat and clean

uniform
Brush teeth
Keep hair short and properly

combed
Shave regularly
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Core Values
SOPs
Safety Guidelines
Shift Huddle
The Essentials of Proper Uniform
Wear clean &

complete Uniform
Wear Cap, ID, Belt

& Shoes
Shirt should be
tucked in
No broken
buttons
Copyright IOCL 21
Presenting Yourself to the Customer
Talk in
Greet with Stand up Appear
Maintain clear voice
a pleasant while confident
eye contact and with
smile talking and poised
respect
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Lets Watch a Video
Copyright IOCL 23
Core Values
SOPs
Premium Care Services
Safety Guidelines
Shift Huddle
What Are the Key Roles in the RO?
House Premium
Marshalling Fuelling Air Filling
Keeping Care
Team Team Team
Team Services
Copyright IOCL 25
What are the different things

Marshall
that the Marshall must ensure?
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Lets Watch a Video
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Right Way of Marshalling for CAs
Greet Guide Thank

Ensure dividers are in
Be present at place Guide vehicles to
designated spot on Ensure signage is exit after fuelling
time

available Thank the customer
Smile and be polite Use gestures to guide
Greet with folded customers to vacant
hands DUs/smaller queues
Ensure parking is
done in designated
areas
Ensure no unwanted
material in forecourt
Ensure vehicles do
not block RVI
Copyright IOCL 28
Read Out Loud Together: Marshall's Checklist
Start of Shift
Check uniform and grooming
Ensure
Ensure dividers in place
Ensure
Ensure signage available
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Read Out Loud Together: Marshall's Checklist
Throughout Shift
Be present at entry to guide vehicles

Have LED light baton during night time
Gesture and guide customers to vacant DUs as
per fuel/ vehicle type
Ensure parking in designated areas

Ensure no unwanted material on forecourt
Ensure vehicles don't block RVI
Copyright IOCL 30
What should the Fuelling

Fuelling CAs
CA ensure?
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Right Way of Fuelling for CAs
Understand Serve Customer
Greet
Customer Needs Needs
Be present at the DU Ask for type and Show Zero reading
Guide to the correct volume of fuel before filling
position Request to open the Do not touch the
Smile and greet the fuel tank nozzle during fuelling
customer Show final reading on
the meter
Offer to clean the
windscreen
Guide to Exit/Air Get Payment

Thank Customer
Facility
Guide to exit Thank the customer Ask cash/card
Guide to preferential swipe visibly
car care facility (pit Ask mobile number
stop /vacuum for SMS (if available)
cleaning) Provide receipt of the
payment, bill or
change
Copyright IOCL 32
Read Out Loud Together: Fuelling
CA's Checklist Before Shift
Check
Check uniform and grooming
Check
Check for change
Check for Loyalty Card Machines

and connectivity
Copyright IOCL 33
CA's Checklist Before Shift
Check DU and card machines are working
Check
Check internet connectivity
Check
Check for spare printing rolls in DU
Copyright IOCL 34
CA's Checklist During Shift
Remain at assigned DU at all times

Do not group together
Be polite
Provide quick and prompt service
Interact with customer from drivers side
Inform customers about mandatory printed

billing and Q&Q monitoring via automation
Copyright IOCL 35
Read Out Loud Together: Fuelling CA's
Checklist For Every Customer
Greet customer
Ask customer to position vehicle such that
customer can look at the DU meter reading
Ask for fuel type Petrol/Diesel/XTRAPREMIUM)

and quantity(or tank full)
Guide them to proper DU/nozzle
Show 'zero' before filling
Copyright IOCL 36
Ask customer to switch off the vehicle

before starting filling
Share details of any scheme running at RO
Request to open tank cover

Handle Fuel Tank cap properly
Do not touch nozzle during fuelling
Offer windscreen cleaning
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Show final meter reading and final amount after

filling
Ask cash/card swipe visibly

Ask mobile number for sms/e-receipt
Hand over printed bill/change

Tell customer it is mandatory to give bill of sale
Thank the customer
Guide customer to exit
Copyright IOCL 38
Lets Watch Another Video: Automated
DUs
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Dealing with Customers: Automated DUs
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What should the Air Filling

Air Filling Attendant
CA ensure?
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Lets Watch a Video
Copyright IOCL 42
Right Way of Air Filling for CAs
Greet Service Thank

Be present at the Perform checks on Smile and thank the
designated spot on coolant, brake lights, customer
time tyres,, brake oil, head
lights, engine oil Guide customer to exit
Smile and be Polite
Advise customer about
Greet with folded services being
hands performed
Inform the customer

after the completion of
service
Copyright IOCL 43
The Air Filling Attendant's Checklist
Before Shift
Check Air Filling equipment
Check own uniform & grooming
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During Shift
Be present at Air Filling station

Service quickly and efficiently
Ensure tyre pressure chart is displayed
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For Every Customer
Greet customer
Guide
Guide the vehicle to the bay
Perform
Perform quick checks of tyres and maintain
correct pressure
Inform
Inform customer once service is complete
Thank
Thank the customer
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Would you Like to Know!
What should the Housekeeping

H
CA ensure?
Housekeeper
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The Right Way of Housekeeping for CAs
Fuelling Area Non- Fuelling Area
Clean and maintain Check on lighting

facility
Dispensing Units
Maintain clean RVI
Check working
condition of
elements
convenience
Clean and maintain
facilities
driveway
Clean and maintain
Ensure clean toilet
facility
sales building
Trim and maintain
greenery
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Read out Loud Together: Housekeepers
Checklist Before Every Shift
Clean building & furniture
Hang clothes in change room
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Clean
Clean convenience facilities
Clean
Clean & maintain driveway
Copyright IOCL 50
Clean Dispensing Units & Pump

Island area before every shift
Trim and maintain greenery
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Clean toilets; check facilities

Maintain cleaning record
Inspect toilet every morning
Ensure facilities are provided and are
functional: Latch, Lighting, Running water
Toilet should not be locked and to be
available at all times
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Premium Care Services - Differentiated Care
Provide Differentiated Care to Customer
Provide Differentiated Care to Customers Car
Have Differentiated Uniform for CAs
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Premium Care Services Pit-stop Services
Perform six quick checks

1. Coolant
2. Brake lights
3. Tyre checks
4. Brake oil
5. Head lights
6. Engine oil
Advise customer about the services
being performed
Advise customer when car needs to
be serviced
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Premium Care Services Windscreen Cleaning
Offer window cleaning to all customers

Ensure cleaning equipment (and
spares) is available around DUs
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Premium Care Services Vacuum Cleaning
Ensure facility of vacuum cleaning is well

maintained and available
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Core Values
SOPs
Safety Guidelines
Shift Huddle
Remember the Safety Guidelines
Copyright IOCL 58
Key Safety Points
Press
Switch
witch off engine
No smoking in the EMERGENCY
before
RO STOP button in
refuelling
case of any spill/fire
Copyright IOCL 59
Let Us Watch Another Video & Get Back to
Work Energised
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Core Values
SOPs
Safety Guidelines
Shift Huddle
Lets Practice the Start of Shift Huddle
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Start of Shift Huddle
Purpose:
Share any RO or staff related news/updates e.g. RO achievements, staff
personal news, etc.
Highlight the SOP hits & misses from the previous day
Pray as a team
Recommit to the IOCL brand
Reiterate that customer is at the center of everything that we do
Copyright IOCL 63
Who leads the start of the shift huddle?

Dealer manager (in his absence the next most
senior employee at the RO)
Where does the huddle take place?

An orange circle, 1.5 meters in radius to be
marked at every pilot RO. Preferably outdoors
and at a distance from the island
When does the huddle take place?

Twice a day. Start of the shift in morning & evening
Copyright IOCL 64
If I was there what will I see?
Dealer manager/second in command gathers all

staff member around the "orange circle
He/she shares any significant news/updates
related to the RO or a staff member max 3
He then shares the SOP hits & misses from the
previous day
Post updates, everyone holds the hand of the
person standing next to them on either side
(forming a circle), close their eyes and pray.
(content of prayer is flexible whatever works
best for the group)
Copyright IOCL 65
Post prayer, everyone lets go of the hands and forms a close circle for the
IOCL chant
They
They extend their right hand inward and keep their hands atop each others
With
With a downward movement of the hands every one says "I" together. Then "O" followed
by "C" & "L"
Letting
Letting the hands fall, the Dealer manager asks, What does that stand for? everyone
replies, IOCL
II could not hear that!! (Dealer manager says) IOCL (everyone replies - loudly)
Who
Who is number one? (Dealer manager asks) IOCL (everyone replies)
Who
Who is number one? (Dealer manager asks) Customer always!! (everyone replies)
End with claps
How long should it take?
~3-5 minutes
Copyright IOCL 66
To Summarise
We understood the following:
The core values of the IOCL brand

The importance of grooming
The different SOPs under Premium Care
The key roles played by CAs under Premium Care
The differentiated services under Premium Care
The safety guidelines to be followed
The importance of being energised/motivated
energised while
carrying out your duties as a CA
Copyright IOCL 67
Thank you
Copyright IOCL
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69

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Customer Attendant Training

Indian Oil Corporation Ltd

The objective of the module is to make you understand your

This module will cover:

IOCL is the market leader

It is a matter of pride to work for IOCL

It depends on us to preserve the pride and

As CAs of IOCL, we will always place the

We will uphold the customers trust in IOCLs

What are the core values of IOCL?

How do we ensure standard,

By following our Premium Care SOPs

How many of us are aware of the

How to make it happen at our IOCL RO!

Remember to take time out to do these things daily

Wear neat and clean

Keep hair short and properly

Wear clean &

Wear Cap, ID, Belt

What are the different things

Greet Guide Thank

Check uniform and grooming

Be present at entry to guide vehicles

Ensure parking in designated areas

What should the Fuelling

Guide to Exit/Air Get Payment

Check for Loyalty Card Machines

Check DU and card machines are working

Remain at assigned DU at all times

Interact with customer from drivers side

Inform customers about mandatory printed

Ask for fuel type Petrol/Diesel/XTRAPREMIUM)

Show 'zero' before filling

Ask customer to switch off the vehicle

Request to open tank cover

Offer windscreen cleaning

Show final meter reading and final amount after

Ask cash/card swipe visibly

Hand over printed bill/change

What should the Air Filling

Greet Service Thank

Inform the customer

Check Air Filling equipment

Check own uniform & grooming

Be present at Air Filling station

Ensure tyre pressure chart is displayed

What should the Housekeeping

Fuelling Area Non- Fuelling Area

Clean and maintain Check on lighting

Clean building & furniture

Hang clothes in change room

Clean Dispensing Units & Pump

Trim and maintain greenery

Clean toilets; check facilities

Provide Differentiated Care to Customer

Provide Differentiated Care to Customers Car

Have Differentiated Uniform for CAs

Perform six quick checks

Offer window cleaning to all customers

Ensure facility of vacuum cleaning is well

Who leads the start of the shift huddle?

Where does the huddle take place?

When does the huddle take place?

If I was there what will I see?