The RUBIS Hewanorra and Spencer’s Service Stations in Vieux Fort were recently honoured for their consistent delivery of excellent customer service. The two retail teams achieved the highest rating in the 2017 RUBIS Customer Pulse program, placing first and second respectively in the ranking among all RUBIS service stations in St. Lucia.
The Customer Pulse program measures the quality of customer service delivered by each outlet. Stations are encouraged through a series of assessments to consistently focus on the quality and level of service offered, attentiveness to customers and the physical appearance of the station.
In accepting the award Joanna Charles, Retailer, RUBIS Hewanorra Service Station said, “It is with gratitude and honor that I accept these accolades on behalf of the team.” She explained that the journey towards winning the top award was not an easy one but this has only motivated them to strive for excellence.” She added, “Overall, the mystery shopping program enabled the team to recognize the importance of customer service, so much so that the majority of our customers are greeted on a first name basis.” Mrs. Charles sincerely thanked RUBIS for a great partnership and acknowledged her team’s continued efforts to raise the bar for excellent customer service.
Jeanil Clery, Supervisor at RUBIS Spencer’s Service Station, Vieux Fort, spoke of the team’s years of dedication and perseverance to improve their customer service delivery. She said, “ I knew our efforts would really pay off and I must admit that it was a challenge but we gave it our best with team work being our main focus.” Ms. Clery said the team was nervous as they awaited the Customer Pulse program results but once they received the news of their second place win with an average of 94.1%, there was elation.
Jennifer Leid, RUBIS Accounts Executive, explained that retailers and employees were making a concerted effort to provide customers with better, quality service. She said, “There has been a steady improvement in the level of service offered at all our Service Stations due mainly to the tireless efforts of retailers and staff who aspire to a common vision of providing an excellent customer experience with each visit ”