Each year the RUBIS Customer Pulse program recognizes and rewards the top two RUBIS service stations for achieving excellence in customer service throughout the year. Service standards are measured by mystery shoppers who visit the station twice per quarter to observe and assess the quality of service they are offered by staff. In Antigua, the teams of E&E, Ebenezer and Percival’s, Fort Road RUBIS Service Stations, attained first and second place respectively in this coveted award for 2022.
The team at E&E RUBIS Service Station has topped the list on four occasions over the past ten years. Each achievement drives them to go above and beyond, giving their best to customers. “A good reward system aims to motivate employees”, commented Lynroy Ephraim, Station Manager. He continued, “The RUBIS Customer Pulse Program is innovative and ingenious. The program enhances the customer experience at the service station by offering excellent customer service while rewarding the Service Ambassador and retailers in lucrative ways. This program also prepares the Service Ambassadors to be able to work in any environment by offering world class customer service training regularly. RUBIS has left the competitor behind by offering exceptional customer service and quality lubricant and petroleum products.”
Maurice Percival, Manager Percival’s RUBIS said, “The program helps us to deliver excellent customer service with the view of continuously improving. It encourages star performance for each and every transaction – better yet interaction. We also look forward to the frequent refresher training. The mystery shopper program also creates a sense of camaraderie and healthy competition amongst other service station staff. We genuinely appreciate the commitment and effort invested in the program over the years.”
Curtis Francis, RUBIS Retail and Commercial Accounts Executive noted, “The Customer Pulse program was designed to measure the quality of service our customers received from our Service Ambassadors. Our robust quarterly customer service training encouraged the Service Ambassadors to be committed and consistent with their service. Additionally, the program generated friendly competition among the Service Ambassadors throughout our network and developed teamwork, leadership, communication skills and camaraderie with each other.
Front Row (L-R): Makeem Percival, Patricia Abel, Rosina Mahoney, Maurice Percival – Manager, Faydeen Mitchell, Lavina James, Fiona Hudson.
Back Row (L-R): Natasha Gibbs, Sophia Barron, Sonjah Ferdinard, Makeejah Percival, Janice Gilgeous, Agatha Azille, Amanda Singh, Allahniah Browne.
