On a message board at the Shatin Heights Shell station, we recently noticed a message that was left by a customer showing his gratitude to our Customer Service Officer, May, and our Duty Manager, Chung. The customer had visited our station one day along with his wife and baby. Upon noticing that the mother and baby were experiencing a diaper emergency of sorts, May and Chung immediately led them to the station’s changing facilities, allowing the mother to change her baby’s diaper in a bright and well-equipped area.
As the mother was trying to juggle a multitude of things including the baby, wet wipes, and diapers, May ensured that she was by her side every step of the way, assisting her throughout the entire process. And though it was a simple and small gesture, the family was extremely grateful for the help of these two staff members, leaving a message that read, “May and Chung treated my family very well… I am really touched by their hospitality.”
Observe. Serve. Extend help before a customer asks. These are the values and attitudes that every Shell staff member embraces as they serve our customers.