Distinguished ladies and gentlemen, I am pleased to welcome you all to the 2017 National NIGOSCARS competition taking place here in Lagos.
NIGOSCARS is an opportunity to further emphasise our culture of providing Top Service to our customers, which has proven to be one of our differentiating traits in the industry. Representatives from the eight sales areas will present live demonstrations of Top Service to showcase how excellent service is delivered to customers nationwide in Total service stations.
Top Service is a combination of all the services we render to our customers to win their loyalty and differentiate us from competitors. It is a demonstration of who we are as Total, what we do every day of the week, every week of the year. It is therefore paramount that we ensure such services become a way of life among us as staff.
I will like to highlight that the Top Service result for Bench Mark (BM) 28 for Total Nigeria is 82%. It is our objective to attain 100% in quality service delivery to our customers. We must continue to improve by showing strong commitment to Top Service in all our stations nationwide.
2016 has proven to be one of the most challenging years in the history of the company due to several economic and political factors. However in the midst of all these challenges, it is important that delivering top value services to customers remains our major priority, knowing that they are the reason we are in business. Without loyal customers there will be no TOTAL. It therefore is imperative that as staff of Total, you continuously satisfy and retain existing customers as well as attract new ones.
As station staff, you are Total’s ambassadors; the mirror through which the Company is seen. You are in charge of our brand management, its recognition and its sustainability and ultimately its acceptance by the market. Hence the responsibility to always project TOTAL in the best light through your dedication and commitment towards ensuring customer satisfaction.
In today’s competition, I expect a very tough and keenly competitive challenge amongst contestants.
I congratulate all contesting teams represented here today for being champions from the 8 sales areas. My desire is that the best team will lift the trophy.
Distinguished ladies and gentlemen, let us continue to move from good, to great, together as we remain committed to delivering exceptional Top Service to our esteemed customers.
Safety for me, for you, for all. Total, committed to better energy.
Thank you for your attention.
Jean Philippe-Torres, Managing Director