Faculty Guide Revised

Faculty Guide: Fuelling the Customer Attendants
TABLE OF CONTENT
S.No
Session
Page No
Session 1
A Day in the Life of a Customer Attendant
Session 2
Essentials of Grooming
12
Session 3
Personality and Quality Essential in the Industry
17
Session 4
All about IOCL Products and Services
21
Session 5
Facility Management
25
Session 6
Value Added Services
29
Session 7
Process Training
40
Session 8
Automation Process
46
Session 9
Safety and Fire Handling
51
Session 10
Customer Service: Who is My Customer?
58
Session 11
Customer Service: Good to Great
62
Session 12
Customer Service Skills
66
Session 13
Communication: Verbal & Non-Verbal
73
Session 14
Communication: Listening Skills
77
Session 15
Handling Customer Queries
79
Session 16
Handling Customer Complaints
83
Session 17
Life Skills
90
Content Developed byA

Centum
Learning
Limited
DAY IN
THE LIFE
OF
THE CUSTOMER ATTENDANT
Objective
The objective of the module is to welcome participants, break the ice among the participants, introduce
them to the company and familiarize them with its responsibilities as a Customer attendant.
The objective of the module is to make participants understand themselves, overview of their day to day
tasks, understanding their roles and responsibilities, determining how to work in a team, being a confident
and self managed worker.
Overview
S. No.
1.
2.
3.
4.
5.
Topic
Introduction & Brief of IndianOil
Outlet Layout
Core Values
Job Description Roles &
Responsibilities
Team Work, Confidence Building and
Self Management
Methodology
Discussion
Video & Discussion
Video & Discussion
Game
Time (in minutes)

2
4
Activity and
Discussion
10
1. Introduction & Brief of IndianOil

Trainer welcomes all participants and says.
Good Morning. I welcome all of you to this Fuelling the Petrol Pump training being conducted by
IndianOil.
Show Slide 1
Show Slide 2
Show Slide 3
Trainer introduces himself

I am ____________________________________________________________
I have been with this organization ________________________________________
Show Slide 4
What is the Purpose of this Training?
Trainer to read the above slide

Show Slide 5

2. Outlet Layout
Show Slide 6 & 7
Show Video (Layout of Petrol Pump)
Show Slide 8
Debrief
This Video showcased the layout of the Petrol Pump in general. How the dispensing units, equipments
are placed at different locations. However it is clear these are units do not make petrol pump complete.
It is clear that you people are the true face of the company. You all are the first point of contact with the
customers and represent the values of IndianOil.
You all play a major role by being at the retail outlet throughout the day, attending to varying needs of the
customers, smiling and greeting them, following safety norms at the outlet and providing a wonderful
experience to the customers to ensure that the customer is satisfied and again visits the outlet.
Say
Let us now look at the core values of IOCL which each one of us needs to understand and imbibe and
practice in our day to day work.
3. Core Values
Show Slide 9 & 10
Show Video (Core Values)
Trainer to derive through the discussion, the 4 core values of IndianOil.

Show Slide 11
Care
Cleaning of Windshield
Flexibility of Card / Cash Payment
Marshalling to Avoid Confusion
Treating all Customers Equally
Maintaining Clean Environment
Maintaining the Safety Standards by:
o Asking Customers not to use the Mobile at the Petrol Pump.
o Asking Customers not to smoke at the Petrol Pump.
o Maintaining filled up DCP next to the Dispensing Unit.
o Maintaining Dry Sand in the Sand Buckets.
Show Slide 12
Innovation
Handing over Automated Bills after each and every transaction.

Using the Card Swiping Machine.
Efforts to minimize the waiting time of customers in queue
Show Slide 13
Passion
Cleaning and Maintaining of all Equipments at the Petrol Pump.

Being Well Dressed.
Being in Clean IndianOil Uniform.
Working as a Team.
Working 24*7 even in unfavorable conditions.
Show Slide 14
Trust
Showing the Zero reading before filling the fuel.

Showing the Amount & Volume after filling the fuel.
Putting the Nozzle on Auto Mode during filling the fuel.
Handing the Automated Bills after each and every transactions.
Testing the Quality of the Fuel.
Say
Now that we have understood what the core values are lets understand the Roles and Responsibilities as
CUSTOMER ATTENDANT.
For this what we will do is play a game Talent Hunt
4. Job Description Roles & Responsibilities
Let us play a game - Talent Hunt.
Show Slide 15
Show Slide 16
Divide the participants in 3 groups.

First group to perform the Role of Marshalling & Cleaning the Windshield.
Second group to perform the Role of Oil Filling.
Third Group to perform Role of Air Filling.
Each group will verbally state what are their respective roles and responsibilities and Trainer to note down
the responses on the flip chart.
Ask
What would happen if you all do not perform your tasks properly?
Say
Definitely, this would lead to lot of dissatisfaction among the customers and they may even
complain to the higher authorities.
Derive the consequences from the participants. Some of the indicative consequences can be:
Unhappy Customers
Complaints to the highest competent authority.
Decrease in sales
Bad word of mouth
Decrease in your productivity at work
Trainer to summarize the following as indicators to roles and responsibilities of a CUSTOMER
ATTENDANT:
Marshalling Team
Marshalling Customers with a Smile.
Marshals play an important role in directing the vehicles to different lanes in petrol pump.
o Trucks / Buses in one lane.
o 2-wheelers in another lane.
o 4-wheelers in another lane.
Managing the queues at the petrol pump.
Oil Filling Team
Smiling and Greeting Customers.

Maintaining right kind of distance with the vehicle.
Asking for which type of fuel to be filled (Petrol or Diesel).
Asking the amount (in Rupees) or volume (in Litres) of fuel to be filled.
Showing the zero reading to the customer before starting the filling.
Showing the amount or volume of fuel filled after the filling.
Taking payments (cash or credit).
Handing over the Bill.
Greeting the Customer again with a smile and directing them towards the way out.
Wiping Windshield Team
Smiling and Greeting Customers.
Politely asking the Customer that Sir/ Mam Can I clean the windshield?
If the Customer says Yes, then lift the wipers gently before cleaning the windshield.
After cleaning the windshield, gently put the wipers back in place.
Air Filling Team
Smiling and Greeting the customer.
CUSTOMER ATTENDANT always has to be present at the Air Filling Zone.
Queue Management at the zone.
Say
So we have looked at core values, different roles and responsibilities but how do we ensure that
all of us work towards a common goal.
5. Team Work, Self Management and Confidence Building
Team Work
Show Slide 17
Ask
As discussed in the Talent Hunt Game, out of the various roles performed by the Attendants as
Marshaling Team, Oil Filling, Wiping Team and Air filling team, which all tasks do you think are very
important at the petrol pump that would give the customers utmost satisfaction and great service? Are all
these tasks really independent of one another?
Ask
Are all these tasks not directed towards a common goal: Serving the customer?
Say
Yes definitely. In order to serve the customers at every stage, beginning from the moment customer
enters the retail outlet till he leaves the retail outlet the objective is to provide good experience.
Hence Team-work is very important at the work places. All of you are different. Have different interests,
personalities, different style of working and interacting. However all needs to be aligned when working in
a team. A team unites everyone. A team helps people grow.
Show Slide 18
Let us do an activity called The Boat Race
Activity
Select 12 participants from the batch, the others will be observers.

Divide the 12 participants into 2 Groups.
Name the Team as RED & BLUE.
Give 1 rope to each group
Participants are to hold the rope tightly as in tug of war and have to form a human boat.
The 2 human boats to do a race from one end of the room to the other. Trainer to specify the
start and end position of the race.
The group has to choose one leader. He will decide in which direction the rope has to move.
(Inform half of the participants of Team BLUE (secretly) to move in exactly the
opposite direction as asked by the leader)
Give a signal to start the race.
Debrief
Who won the race?

Team RED
What happened to one of the groups?
Team BLUE lost the race.
Why was it difficult to take the whole boat along together?
As half the members of Team BLUE was moving in the opposite direction.
Where was it easier to win?
Yes, for the RED Team.
Why?
As all the team member of the RED Team were moving in the same direction.
Analyze and Reflect
Trainer to read Slide 19
Say
Remember the strength of a team lies in differences and not in similarities
Show Slide 19
Self Management
Show Slide 20

Additional, if time permits cover this.
Confidence Building
Let us do a little practice of what we have learnt so far?
Show Slide 21
Caselet
Set Up
In a petrol pump, the customer keeps on arguing in a queue and us getting impatient while waiting for his turn.
He is constantly nagging the attendant and telling him that there is no management at the petrol pump without
realizing that it is the peak time of the day and all attendants are addressing other customers.
Sample dialog
Customer: Since a long time I am waiting in this queue. When will my turn be coming? This is ridiculous.
Such huge lines. Are there not enough machines to take load of heavy traffic? You are taking so much time.
Why dont you divert the traffic to another machine? You should know how to attend the customer quickly.
CUSTOMER ATTENDANT: "Sir, please cooperate, Your turn will come soon
A few moments later customer again gets agitated and addresses the attendant.
Customer: Points out at the machines meant for 2-wheelers and says That machine is empty, I will take the
vehicle there.
However if the customer breaks the line and enters the wrong lane, others would follow too and this would then
lead to chaos and confusion at the retail outlet.
CUSTOMER ATTENDANT - How will CUSTOMER ATTENDANT respond?
Let 2 CUSTOMER ATTENDANT respond and the Trainer to note the responses on the Flip Chart.
Now with the help of the participants analyze what kind of behavior did the 2 CUSTOMER ATTENDANT
display? Was it Aggressive or Passive?
Say
Aggressive Behavior is not the right method.
Passive Behavior is also not the right method.
Assertive Behavior is what CUSTOMER ATTENDANTs should display.
Trainer to convert the Aggressive response to an Assertive response.
Trainer to convert the Passive response to an Assertive response.
Example
Aggressive
Sir nahi ja sakte
10

Passive
Assertive
Dekhte hain/ Batata hu

Sir agar aap jayenge to baki log bhi follow karenge jisse aap customers ko hi problem
hogi. Request you to please cooperate.
Show Slide 22
Show Slide 23
Say:
Customer attendants need to be assertive in their approach when dealing with customers and others in
their day to day interactions. Once you take an assertive approach your confidence starts building up.
Show Slide 24
11
ESSENTIALS OF GROOMING
Objective of the Module
The objective of the module is to sensitize participants to developing a good personality. An important
aspect of Personality is Appropriate Grooming, which directly reflects their personality to the customer.
The customer forms his first impression about you from the way you have dressed up.
Overview of the Module
S.No
Topic
1.
Introduction to Grooming.
2.
How to dress up at work and why?
Methodology
Discussion & Activity
Video & Discussion
Time (in minutes)

7
13
Show Slide 25
Show Slide 26
Say
The way we dress up also makes up our personality. That is the outer physical covering of you. You will
not give an expensive gift in the most soiled and dirty gift-wrapping paper.
So in order to present yourself you have to transform yourself according to the occasion.
1. Introduction to Grooming
Show Slide 27
Let us understand the purpose of dressing properly
Say
This is Raju
This Customer attendant is not in proper uniform.
12

He is one of the normal ordinary boys. But now he has joined us and in some moments from now he will
be transformed
Say
Show Slide 28
Raju ban gaya gentleman

Activity
Show Slide 29
Raju Ban Gaya Gentleman

Form 2 teams
Number both the team members as 1,2, 3, 4, 5, etc
Call out number 1 and both members with number 1 will form pairs. Go on doing this till all
pairs are formed
The member from Team 1 becomes the Grooming Expert
The other partner is now the Transform me and prepare them for working in Petrol Pump
The partners will reverse the roles for Round 2
E. g. Trim your nails
No Slippers
Transform mes should give an undertaking that he will do the needful.
Tell it personally to the participant without embarrassing him/ her
Show Slide 30
Debrief
Sometimes there are things that we may not even be aware about ourselves as how we appear to others.
A good sense of dressing gives us confidence. Dress need not be expensive but it has to be clean,
ironed, have a proper fit, buttoned carefully. No broken buttons done up with safety pins.
13
2. How to dress up at Work and Why?

Discuss
A customer enters the petrol pump and sees the attendant wearing filthy uniform dress, slippers, no cap,
unshaven look and chewing gutka. What impression do you think the customer will form of that attendant?
Show Slide 31
Picture of a Customer Attendant with incomplete uniform
Ask
What impression would the customer form about the outlet?
Say
Definitely it would not be a good experience.
Show Slide 32
Picture of a Customer Attendant with complete uniform
Ask
Now what you think the customers would feel when they see attendants in complete uniform always?
Say
The customers would feel good about the environment of the Petrol Pump.
Say
Role of Customer Attendant involves maintaining high level of social contact and spending lot of time with
the customers.
Show Slide 33
The way you all behave and interact makes a lot of difference and decides whether the customer would
return to the petrol pump or not.
14

Your job is very challenging and demands great deal of physical activity and maintaining safety at the
outlets. Attendants are often exposed to Petrol & Diesel fumes & hazardous conditions and may be
exposed to hot or cold temperatures depending upon the weather. Conclude Proper Uniform and shoes
give positive impression to the customers about the attendants and this in turn would also give confidence
to attendants and enable them to perform effectively at work.
Self Grooming
Show Slide 34
Say
DOs
Greet appropriately to the

customers with a pleasant
smile.
When interacting, maintain
eye contact.
Stand up while talking.
Talk in clear, distinct voice

that conveys respect and
dignity.
Be audible while talking
Appear confident and poised
Donts
Do not remain seated when customers are
interacting with you
Do not indulge in side talks with other attendants

while on duty
Do not have chewing gum in mouth while talking
Do not talk in loud voice
Do not fidget , itch yourself
Ask
So how do we ensure we are groomed well and feel confident?
Say
Make sure you smell fresh and clean. Take bath every day.
Take time to shave and have a clean look.
Even if you have to keep beard, a moustache, it should be neatly trimmed and kept clean.
Hair to be cut and combed properly
Nails to be kept short and clean.
Wear clean socks.
Ears to be kept clean.
In case of running nose, always use a handkerchief.
Teeth to be brushed. No use of tobacco or gutka at the Petrol Pump.
Proper Uniform, Cap, Proper Shoes, wearing the Identity Cards.
15

Show Slide 35
Proper uniform and grooming also signifies the following:

Commitment towards the IndianOil and work
Positive attitude and belongings at work
Attendant is self aware and dedicated to work
Symbol of pride in what one is doing
Source of Inspiration for new employees to follow
Show Slide 36
16
PERSONALITY AND QUALITY ESSENTIAL IN THE INDUSTRY
Objective of the module:

The objective of the module is to define personality and qualities, essential for a Customer Attendant
Overview of the module:
S.No.
Session
Method
Tools
Time (min)
Hygiene
Discussion/ Activity
Activity
Honesty/Integrity
Role Play
Role Play
Punctuality
Caselet
Caselet
Hard Work
Discussion
Discussion
Show Slide 37
Show Slide 38
1. Hygiene
The work of Attendants involves engaging in lot of physical activities. At the petrol pump, the attendants
are also exposed to Hazardous equipments, fumes and gases throughout the day.
In order to protect oneself from the effects of these exposures, it is very important to maintain self hygiene
and keep clean surroundings.
Discussion:
Randomly select some attendants and ask them what do they understand by hygiene?
Trainer to note down the responses on the Flip Chart
Show Slide 39 and Summarize
17
Trainer to read the slide to the participants

2. Honesty / Integrity
Say
At ones workplace we often come across several situations where we do not have a straight answer as to
what we should do.
But remember by weighing the pros and cons of the situation, we should abide by the truth and do what is
right.
So being truthful and honest is the next important personal quality that we should imbibe.
Show Slide 40
Role Play
A Customer has come and got the fuel filled in his vehicles tank, worth Rs. 2000. Mr. Nirmal gives three
notes of Rs1000/- to the Customer Attendant. When the Customer Attendant is counting the money, he
sees that he has been handed Rs. 3000/-.
Customer Attendant
Sir ye lijiye aapka bill
Customer takes wallet out of pocket and says
Ye lijiye 2000
Customer Attendant counts the money and says
- Sir aapka bill 2000 ka hain na?
Customer
Haan
Customer Attendant hands Rs. 1000/- back and says - Ye lijiye
Customer
- Kya hua? Waapis kyu kar rahe ho?
Customer Attendant
Sir aapne 2000 ki jagha 3000 rupaye de diye,
isliye aapko 1000 ka note waapis kiya
Customer
- Oh! Maine to dekha hi nahi. Thank you.
Customer Attendant smiles
- Yeh toh mera farz tha.
Customer drives away with a smile.
Here, the trainer should say that this is how the Customer Attendant should display honesty.
3. Punctuality
Say
When we talk of honesty, we must be honest to our words and our promises. Therefore being punctual is
one of the promises that we must ensure as always.
Show Slide 41
18
Caselet
A Customer Attendant works in 6:00 pm 2:00 am shift. However, due to less availability of staff on a
particular day his manager asked him to reach early by 3:00 pm. Taking it lightly, he slept late in morning
at 3:00 am, thinking he would be able to get up on time. He put up an alarm of 1:00 pm thinking that it
would ring and he would wake up. At 1:00 pm, the alarm starting ringing, but the Customer Attendant
being too tired that day did not respond to the alarm. After some time, the Customer Attendant got up and
saw that it was already 4:00 pm. He panicked and started getting ready without taking bath. By the time
he got ready it was already 5:00 pm. He starts his vehicle and drives to the petrol pump in a hurry.
Trainer to ask the attendants what do they think would have been the scene at the petrol pump?
Answers could be (indicative):
Queue Chaos.
Customers shouting at other available Customer Attendants for early service.
Customers leaving because of delayed services.
Trainer to emphasize that this happens when an attendant is not punctual at work
Importance of Punctuality
Show Slide 42
Being punctual strengthens and shows integrity.

Being punctual shows you are dependable.
Being punctual builds your self-confidence. The more you keep the promises you make, the more
your self-confidence will grow.
Being punctual shows you are disciplined.
Being punctual helps to build respect.
How to be Punctual
Show Slide 43
19
Commit yourself to being 15 minutes early.

Always wear a watch or mobile.
Maintain accurate timing of your watch.
Plan out your activity.
4. Hard Work
Say
We all work hard to ensure that we meet the common objectives of IndianOil. What does it mean for a
Customer Attendant?
Trainer to note down the responses on the flip chart
Show Slide 44
Trainer to discuss the following:

Should always be on time for work
Should not engage in unnecessary talks with colleagues at work.
Should not utilize extra time for meal.
Should help the other colleagues.
Regulate the vehicular movement during rush hours.
Manage the Customers those waiting in Queue.
Clean Windshields
Clean area in and around Petrol Pump
Show Slide 45
20
ALL ABOUT IOCL PRODUCTS & SERVICES

The objective of the module is to educate Customer Attendant about IOCL products.
S.No.
Session
1
Products & Services at

IOCL retail outlets
Method
Tools
Discussion
Discussion, PPT
IOCL Products
Show Slide 46
Show Slide 47
Show Slide 48
21
Time (min)
20
Trainer to Say:
There are different types of products of IOCL.
IndianOil is the largest petroleum in India. The Lubricant business at the retail outlet includes Petrol &
diesel. Lubricants are manufactured with base oils and addictives Servo the major lubricant brand of
IndianOil has the largest market share close to 30%.
Show Slide 49
Lubricants are classified into the following main categories:
Automotive Lubricants
Industrial Lubricants
Specialty Lubricants
Show Slide 50
Automotive Lubricants are sold at retail outlets. The common lubricant grades sold at retail outlets are:
Engine Oils
Brake Fluids
Coolant
Greases
Trainer to read the slide to the participants

Show Slide 51 & 52
Applications of the grades
22
Trainer to show and read from the slides to the participants

Petrol - XTRAPREMIUM Petrol
Show Slide 53
Trainer to read the slide

93 Octane
Show Slide 54

Diesel - XTRAMILE Super Diesel
Show Slide 55
23

Show Slide 56 & 57
Show Slide 58
24
FACILITY MANAGEMENT
Objective of the Module:
To equip Customer Attendants with Facility Management Skills and maintaining Neat and Clean
Surroundings.
Overview of the Module:
S. No. Session
1
Facility Management
Method
Tools
Trainer led discussions,

Activity
PPT, Check-list
Show Slide 59
Show Slide 60
Facility Management
Facilities provided at Retail Outlets
Show Slide 61
25
Time
(Min)
15
Say
A Retail Outlet is just not a place for taking fuel. It offers a range of facilities which can be classified as:
Mandatory Facilities: These are facilities which every pump must provide. These include:
Free Air for Tyres.
Drinking Water Facility
Suggestion / Complaint Box
Display of Working Hours
Display of Name & Telephone Number of the IndianOil Company Personnel (Field Officer) and
the Dealer to be contacted by the Customer in case of complaint.
First Aid Box
Washrooms
Safety Equipment as per statutory requirements.
Show Slide 62
Other Facilities: For the convenience of customers these additional facilities may be provided by the
dealers in the vicinity of the Retail Outlets. These include:
Clean drinking water Coolers
Convenience Stores (Top Up)
Snack Bars
Washing Space for Vehicles
Telephone Booth
ATM
Servicing / Repair Shops
Tyre Shops
Loyalty Card Programmes
Discuss the Guidelines for Maintaining Facilities
Show Slide 63
26
Say
It is very important to keep equipment at the safe location within the petrol pump. The equipments like fire
extinguisher, sand buckets, lubricants should be placed in such a manner it does not affect the flow of
customers and attendants. He should look after DUs, care for lighting, working of phones. He should have
sense of ownership. All of you should be aware of the facilities being provided at your petrol pumps
Show Slide 64
Say
It is important to keep a note of all the important numbers so that such services can be availed
promptly whenever the need arises.
Show Slide 65
Say
It is important to see that all the facilities are well maintained at the petrol pumps and all of you
should take care of your surroundings.
Show Slide 66
27
Trainer to read the slide to participants

Show Slide 67
Say
To maintain all the Equipments in safe operable condition all the time.
Know all facilities being provided at your outlet - what are mandatory facilities.
Know all other value added facilities available at your outlet.
Always keep essential contact numbers such as:
o Supervisors
o Emergency Contacts (Police, Fire, Hospital/Doctor and Ambulance)
o IndianOil Company Useful Contact Numbers
o Contact Number of Repair & Maintenance Staff
How to Handle & Clean Oil Spillages.
Ensure sufficient dust bins are available at the right places.
Keep Surroundings Neat & Clean by taking help of the housekeeping personnel.
Check toilets are properly cleaned throughout the working hours with essential toiletries kept.
Ensure personnel present are disturbed as little as possible while cleaning & washing of floors.
Get rid of rubbish and waste promptly and safely.
Ensure proper illumination is there at night; get any faulty light sources replaced.
Report suggestions & feedbacks received from customers regarding facilities to your Supervisor
promptly.
Activity My Facility Check-list

Show Slide 68
28

Assign all participants to make a My Daily Facilities Check-list. Use White Board or Flip Chart.
Show Slide 69
Participants share their learning from the My Daily Facilities Check-list.

Show Slide 70
VALUE ADDED SERVICES

The objective of this module is to understand the various value added services to be provided at the
petrol pump and how important it is for the attendants to ensure that these services are available to the
customers whenever needed.
S.No
Topic
1.
Introduction to XtraPower fleet cards
2.
Use and application of Xtra Power Fleet
cards
3.
Use and application of Easy Fuel Cards,
Co-branded Cards and Xtra Reward
Cards
Show Slide 71
Show Slide 72
29
Methodology
Discussion
Activity
Discussion
Role
Plays
Discussion
and
Time (in minutes)

2
6
and
Say
First Type of Value Added Service is Xtrapower Fleet Cards
Show Slide 73
XtraPower Fleet Cards are innovative solution to the fleet owners/ Operators that facilitates cash
less purchase of fuel & lubes from specific retail outlets through flexible prepaid and credit
facilities. The fleet card program also offers an exciting Rewards Program and unique benefits like
personal accident insurance cover and vehicle tracking facilities.Each one of the Fleet Cards is a smart
card, which can be used by the card holder (driver of the vehicle) to make purchases of fuel/ lubricants at
designated retail outlets of IndianOil. Customer Attendant needs to know the nearest Retail Outlet where
the fleet cards are accepted so as to guide the customer incase the fleet card machine at their Retail
Outlet is not working due to technical issues.
Ask
What all details are stated on the Xtrapower Smart Card?
Show Slide 74
The XTRAPOWER smart card is personalized with details like 16 digits Card Number. Card Member's
Name, Customer ID (10 digits always starts with 1000XXXXXX), Vehicle Number and Expiry Date
(MM/YY) printed on the card. This card is inserted in the smart card terminal for completion of the
transaction.
Ask
What do you understand by Fleet Control Card?
Show Slide 75
30
Control Card is no longer a physical card. It is a unique number allotted to every customer and is used
only during CCMS Recharge & Redemption of points through Fleet card machine along with a 4 digit
Control pin. Customers need to be advised to login to their account using the login id / password to
redeem points which is easier & convenient & minimizes the risk of misusing the control card no & control
pin.
Ask
How can a customer activate the fleet card?
Show Slide 76
Say
Card which is being used for the first time needs to be activated i.e., its pin is to be changed from default
pin (0000) to a new pin 4 digit number. This is one time process.
Procedure to change user pin (activating card):
1 Insert card into the fleet card machine kept at the petrol pump.
2 Select change user pin option in the fleet card machine.
3 Machine will ask for old pin. Please enter 0000
4 Machine will then ask for new pin. Please enter any 4 digit value.
5 Machine will again ask for the new pin for confirmation. Please enter the same pin as entered in
step 4. Please note down as this pin is required for all future transactions.
6 Machine will display Pin changed message indicating pin of the card has been changed.
When using the fleet card, PIN no can be entered in 3 times (fleet card machine allows three attempts
to enter the correct pin). After the third attempt (if incorrect pin is entered 3 times), the card would get
blocked and needs to be activated through the server. Post which card also needs to be unblocked on
the fleet card machine.
Ask
How can a customer update and unblock the fleet card?
Show Slide 77
31
Update card option needs to be exercised whenever certain card parameter changes are done at the
server level E.g.: Limits increased / decreased. The Attendant needs to needs to click on Update card
Option to download the modifications done at the server level.
Say
Procedure to update card on the fleet card machine:
1. Please insert card into the fleet card machine kept at the petrol pump.
2. Select Update Card option in the fleet card machine.
3. Machine will display Card update ok message and a slip will also be printed indicating pin of the
card has been changed.
Say
Procedure to unblock card on the fleet card machine:
1. Insert card into the fleet card machine kept at the petrol pump.
2. Select unblock user pin option in the fleet card machine.
3. Machine will directly ask for new pin. Please enter any 4 digit value.
4. Machine will again ask for the new pin for confirmation. Please enter the same pin as entered in
step 3. Please note down as this pin is required for all future transactions.
5. Machine will display Pin unblocked message indicating pin of the card has been changed
Ask
What all options for payment are available with Xtrapower Fleet Cards?
Show Slide 78
Show Slide 79
32
Say
Prepaid - On prepaid cards, customer can pre-load as much money as they require within prescribed
limit. The customer can also deposit the desired amount in Central Cash Management System (CCMS)
through designated of HDFC bank.
Credit Cards Under credit, cards are sent with credit limit as approved by the credit partner Sundaram
Finance Limited.
Customer Attendant needs to know there are 3 types of transactions Cash, CCMS & Credit
transactions.
Cash transactions if customer is giving hard cash to the RO
CCMS transactions if customer wants to make payment through the card
Credit transactions if customer has tie up with Sundaram Finance for making
payment
However if on the fleet card, limit is less and money spent is high at the Petrol Pump, then the
transaction gets declined. The error needs to be communicated to the customer.
Show Slide 80
Ask
What is the major advantage of the fleet cards?
Say
The major advantage is that the customer need not carry cash every time at the petrol pump. This is very
convenient for the customers and the points too get added for availing further loyalty points.
Customer has full freedom and control to load on the prepaid card. Like for instance payment can be
made in one location and card can be transacted at another location, i.e., does cash reload at Retail
Outlet1 & Cash sale at Retail Outlet 2. Also, customer can recharge his account (using CCMS Recharge
option which requires Control Card No. & Control PIN) at any Retail Outlet, this amount gets credited to
the customers central CCMS account which can further be allocated to other cards.
Another advantage is to track the usage of card and in this manner the fleet owner can keep track of its
people.
Show Slide 81
33
Activity - A customer- fleet owner walks into the retail outlet. Through what means, you would try to sell
Xtrapower fleet cards to him. Trainer to ask few participants to be Customer Attendant and one of
the participants as customer
See different ways through which attendant tries to convince customer to use XtraPower Card.
Trainer to share these points with the Attendants and ask them to use when convincing the
customer
Notes
Based on the smart card technology, the XTRAPOWER card gives you:
Payment convenience-both prepaid and credit options.
Detailed fleet management reports.
Facility to track each vehicle
Personal Accident Insurance Cover and Medi-claim for fleet owner, driver, co-driver and helper.
Attractive rewards on purchase of fuel & lubricants through the Card
Discuss
Show Slide 82
Show Slide 83
Ask
How does the customer get his CCMS account recharged?
CCMS Recharge By making a lump sum cash deposit at any designated retail outlet. Thereafter
money available in the CCMS A/c can be used for reloading multiple fleet cards through CCMS
Reload / making payment for fuel purchase using CCMS Sale option, at any of the designated
retail entries.
Any customer who enrolls into Xtrapower Program is given an A/c no (HDFC Virtual A/c)
IOCLXP(Customer ID) E.g.: IOCLXP1000828915. This A/c is unique for every customer.
34
Points Redemption
Show Slide 84
Say
Redemption of Points takes place online also. 1 point is equivalent to 1 paise.
Redemption can be done by following 2 methods,
a) Selecting Redemption option on the fleet card terminal, entering Control Card No, Control PIN as
selecting the appropriate ITEM CODE. PA needs to know this.
b) Customer using his login details, converts points into money & puts it into his CCMS a/c. CCMS
sale transactions needs to be done at the RO to complete the redemption process.
Show Slide 85
Say
Batch Settlement Offline transactions are uploaded online. Every 24 hrs batch settlement has to take
place. Limit is either Maximum of 75 transactions or amount Rs. 50,000; to be settled in every 24 hrs
(whichever is earlier). To be carried out by the Customer Attendant. Machine needs to be connected to
UPS all the time for all transactions to ensure uninterrupted power connectivity.
Show Slide 86
Cash Reload Loading money on the chip of the card.

Cash Sale - Transferring money from chip of card to Dealers a/c (gets affected only after
settlement)
CCMS Sale - Transferring money from customers CCMS A/c to Dealers a/c (gets affected
only after settlement). Alternately, a CCMS Reload followed by a Cash Sale transaction can
be done.
35
CCMS Recharge Transferring money to customers CCMS a/c.

Void Transaction Void transaction is to void (nullify) transactions. Only Cash Reload /
Cash Sale can be voided.
Show Slide 87
Ask
What are the common errors faced by CUSTOMER ATTENDANT during the batch settlement?
Say
Machine not connected to telephone line or connection to UPS is lost
Ask
In case of any other problem and machine is not functioning, what will you do?
Say
Contact the fleet officer and/or call the toll free no 18001029272
Demonstrate - The participants to demonstrate the correct way of holding credit cards of the customers
Easy Fuel Cards
Ask
What do you understand by Easy Fuel Cards?
Show Slide 88
Trainer to read from the slide

Show Slide 89
36
Ask
Utility of these Easy fuel cards
Discuss
Show Slide 90 & 91
Trainer to read from the slides

Say
Entering the wrong PIN three times will result in blocking of card.
To unblock Call the toll free help-line 1800 200 1214 and after due verification the PIN will
be unblocked.
Show Slide 92
Trainer to explain the process of multiple recharges that can be explained to the customer
Co-Branded Cards
Ask
What do you know about Co-branded Cards?
Discuss
Show Slide 93
37

Ask
What is the utility of these Citibank Co-branded Credit Cards?
Discuss
Show Slide 94

Show Slide 95
Therefore, it is important to ensure that Citibank cards are necessarily swiped on Citibank
machines at IndianOil Retail Outlets, wherever available. Else, customer is deprived of the
promised benefits giving way to customer complaints.
Show Slide 96
38

XTRAREWARDS
Show Slide 97
XtraRewards Card gives:

Loyalty Points on purchase of Fuel.
1 point per Rs 75/- spent by the Customer.
Points can be exchanged for free fuel / gifts.
It also provides special discount on products of Dominos, CCD and at other merchant stores
based on Tie up..
Show Slide 98
Role Play
There would be 2 parties One customer and another one a Customer Attendant
A customer has come to know about XTRAREWARDS card. He asks Customer Attendant regarding the
same.
Customer Attendant
: Namaste
Customer
: Namaste
Customer
: Mujhe Reward card ke bare me puchna tha aapse
Customer Attendant
: Ji puchiye
Customer
: Agar mujhe wo card lena hai, to kya fayda hoga mujhe
Customer Attendant
: Sir us me har Rs. 75 kharachne par 1 point aapke card me jayega.
Un points ko aap exchange kar sakte hain free gift ya free fuel se, aur
discount bhi milta ha Dominoes pizza, Caf Coffee Day par aur
merchant shop pe...
Customer
: Agar mujhe ye card lena hai to kya formalities hain?
Customer Attendant
: Sir aapko ek form fill karna hoga aur Rs. 60 dene honge, aur aap use
kar sakte hain
Customer
: Form fill karna zaruri hai?
Customer Attendant
: Sir uske bina aapka card 60 dino baad band ho jayega, fir aapko
unblock days ke points bhi nahi milenge.
Customer
: Reactivate kaise karva sakte hain?
39

Customer Attendant
: Aap bas form fill kariye, aur issi pump pe jama kijiye , 21 days mein
aap dubara use kar sakte hain card. Aur aap customer application form
(CAF) online bhi bhar sakte hain
Customer
: Agar koi problem ho card me to?
Customer Attendant
: To aap 1800228888 pe call kar sakte hain
Customer
: Pata kaise chalega ke kitne points hue hain?
Customer Attendant
: Jab aap HDFC machine par card swipe karenge fuel purchase karne
ke baad to slip show karegi ke aapne kitne points earn kiye hain.
Customer
: Accha , thank you Please form denge?
Customer Attendant
: Welcome, Jee bilkul, smiles.
The Trainer to say, this role play informs the customer about XTRAREWARDS card.
Show Slide 99
PROCESS TRAINING
The objective of the module is to enable the participants to understand in detail the life cycle of events
taking place at the petrol pump. This would cover the entire process of end to end customer interaction.
S.No
1.
2.
Topic
Introduction to Process at a Petrol Pump
Understanding the Lifecycle of Events at
a Petrol Pump
Show Slide 100 & 101
40
Methodology
Video & Discussion
Activity
and
Discussion
Time (in minutes)

2
18
Introduction to Process at a Petrol Pump

Say
We already have witnessed the life at the Petrol Pumps. There exist gamuts of activities that are carried
out at the petrol pumps.
Before the processes begin, Customer Attendant to test the Dispensing Units and the Printer by:
Switching the Dispensing Unit ON.
Testing the nozzle of the Dispensing Unit.
Ensuring that Paper Roll is present in the Printer.
Checking that the Printer is working.
Checking that the Outdoor Point of Sale (OPOS) machine is working.
Ensuring that Paper Roll is present in the Printer of the Outdoor Point of Sale (OPOS).
Checking that the Printer of the Outdoor Point of Sale (OPOS) machine is working.
2. Understanding the Lifecycle of Events at a Petrol Pump
Say
The Video shows that all the Customer Attendants takes up their respective positions to start servicing the
Customers.
41

Show Slide 104
Activity
One day before the training, Trainer to make 10 number 2X2 inch chits of paper and write the following on
it and fold them:
Marshals on 2 chits of Paper.
Windshield Cleaner on 2 chits of Paper.
Air Filling Attendant on 2 chits of Paper.
Fuel Attendant on 2 chits of Paper.
Divide the chits of paper in 4 lots.
Take 4 small size envelope and put first lot of chits in the first envelope, second lot of chits in the second
envelope, third lot of chits in the third envelope and fourth lot of chits in the fourth envelope.
One by one allocate different chits of paper to the participants. Chits consist of roles Marshal, Attendant
at the DU, Air filling, and Windshield Cleaner. (Choose 10 participants, form 2 groups - division of roles
among each group should be such that should be such that Marshals 1, Attendant- 2, Air filling 1,
Wind shield Cleaner and Customer 1)
Each Group to perform the following tasks:- Attendants to take in their positions
Lets assume Today is a bright sunny day. All the current shift attendants reach the petrol pump.
Determine one by one what preparation you would do before you start taking in customers:
Say
It is always important to speak clearly so that the listeners can understand.
Trainer to facilitate the discussion and elucidate the following responses
Show Slide 105
Quality Checks: All are properly dressed, proper shoes, belt, cap and well shaved individuals
Marshal Wears the uniform and gets ready to take his position
Attendant 1 Cleaning the dispensing unit. Sets the table. Check that paper roll is there in the printer.
Takes out 5 ml oil to check if the printer is working. Also takes the print out from OPOS.
Attendant 2 Checks the quality of oil. Cleaning parking areas, offices, equipments and remove trash.
42
Air filling Engaged in cleaning the machine and checking the air pressure.
Now let us see what happens when the customer starts coming in:
Show Slide 106 - 108
Stage I Marshalling
A customer (assume two wheeler) enters the petrol pump. Carry out the Marshalling activity
Notes:
Smile and greet the customer
Direct the customer- a two wheeler to the vacant dispensing unit
What would you do if there is no vacant dispensing unit? How would you ask the customer to wait
in queue? Ask them Politely to wait for their turn in the queue
Show the hand movement when a car and a two wheeler enter at the same time. How would you
direct them to 2 different locations?
Stage II Attendant at the dispensing unit
Complete the activity of filling oil. Trainer to keep track of the conversation between both
customer and attendant
Notes:
Smile and Greet the customer
Ask for Petrol or Diesel and for how much oil needs to be refilled
Request to open the tank
Feed the requirements
Lift the nozzle
Ask the customer to check the O reading
Refilling process begins. Do not press the nozzle
After it is done, ask the customer to check
Put the nozzle back to booth
Take receipt from the automated dispensing unit printer
Ask the customer if you can clean the windshield. And do so if asked to properly.
Hand it to the customer (in the right manner, trainer to show how to hand the bill )
Take money (Cash / Credit). (Trainer to show the method of holding the credit cards and
handing the bill to sign on the card holder)
43

After the transaction is complete, Smile and say thank you
Attendant to direct the vehicle to the way out.

Ask
What if the queue is long and the customer is waiting in queue for the getting the change?
Say
Attendant to politely ask the customer to move his / her vehicle ahead
Ask
If there is some issue in Dispensing Unit, and you have encountered any problem at work, what would
you do?
Say
Communicate the same to your supervisors
Ask
What would be your action if the customer says he doesnt require the bill?
Say
It is important to understand the rule No bill no delivery. The attendant should politely tell the customer
Sir we cannot accept money without giving the bill
Stage III Air filling area
Attendant to smile and greet the customer

Check air pressure in tyres and add air as needed.
Debrief
It is the responsibility of all attendants to handle and move objects and inspect equipment and
structures.
It is very important that you all must be exact in your work processes and ensure all details are
done. Errors may cause damage to both people and machines. One has to be active physically
and mentally to work for longer periods.
Maintaining Relations
Say Attendants role demands the following actions as well:
1. Maintaining interpersonal relations
44
Say
As an attendant, your role demands that you maintain high level of social contact. There is lot of dealing
with the customers. One has to maintain healthy relations with subordinates, peers and subordinates.
Team work is very important feature of this job.
Attendants need to politely attend to the customers and clearly keep their view point no matter how rude
the customer may be. This profile requires great level of customer service skills.
2. Maintaining Physical Conditions at the Petrol pumps
You all are often exposed to contaminants such as Petrol/ Diesel fumes and hazardous conditions. Your
work involves work to carry out outdoors. It is well understood that this job demands exposure to hot or
cold temperatures and loud sounds.
45
Show Slide 113
AUTOMATION PROCESS
The objective is to make the participants understand the automation processes carried out at the petrol
pumps.
S.No
Topic
1.
Introduction to Automation and its
Benefits
2.
Understanding
the
Automated
Processes at the Petrol Pump
3.
Details on Automated Processes
Show Slide 114
46
Methodology
Discussion
Time (in minutes)

7
Video
12
Discussions
11
Show Slide 115
1. Introduction to Automation and its Benefits

Say
Automation has been launched at all Retail Outlets of IndianOil across the country. It helps to:
Access Data of any Automated Retail Outlet.
Keep track of all the transactions that occur at the Petrol Pump.
Record all the Receipts and Deliveries in the centralized system.
Utilize Data for improving RO performance.
Ask
Trainer to ask the Participants about the Automation Systems at their Retail Outlet and makes note of it
on the Flip Chart.
Following indicative responses can be summarized:
Automatic Bill Generation
Bill Generation through OPOS/outdoor printers
How much Fuel sold by an Attendant in a Shift
Show Slide 116
Say
Trainer to explain the Benefits of Automation in Retail Outlets by stating the following:
It has contributed towards attaining trust of customers due to automated bill.
Customers faith in IndianOil is going strong by the following observations:
o Automatic Bill Generation in few seconds.
47
It has helped in creating databank of Loyal Customers.

It helps to depict Integrity and Truthfulness in dealing with Customers.
It helps in depicting Transparency and Customer doesnt feel cheated.
It helps in minimizing the Time and Effort of the Attendants.
Show Slide 117

Show Slide 118 Show Video
Summarize & Say

Recording of Cash Transactions. Reconciliation of sales with cash/credit
Capture Sales Details for Fuel, Lubricant & Other Consumables
Managing Inventory
Generate DSR, stock reconciliation, shift reconciliation etc.
Creation of Customer Database
Reports Generated on nature of fuel sold, cash collected & how much was recycled
2. Understanding the Automated Processes at the Petrol Pump
Show Slide 119
Discuss & Say

Ensuring Power of Dispensing Unit is never switched off unless it is an emergency Ensuring
Paper Roll is always there in the Printer.
48

Giving Automated Bill after every Transaction.
Tearing the Paper from the hatch of the Printer Carefully.
Checking that the print out on the Bill is clear and one is able to read what is written on it.
Not throwing the Bills here and there at the petrol pump
Following the Principle No bill No delivery
3. Details on Automated Processes
Show Slide 120
Say
Real Time Transactions are recorded under the automation system.

Transactions- details record is available.
One Transaction is completed from Picking the Nozzle from the Dispensing Unit, Operating it and
putting the Nozzle back on Dispensing unit.
Printers are mapped to nozzles.
Ask
What is the advantage of getting the print out from OPOS? (Phase-I)
Say
The major advantage of using OPOS Outdoor Point of Sale is that if the Printer of the Dispensing Unit is
not working then print can be taken out through OPOS.
Show Slide 121
Say
Trainer to explain the Process of Operating the OPOS as stated below:
Punch in Select the transaction
Enter the Mobile No / Vehicle No
Mention Vehicle Type 2 Wheeler, 4 Wheeler
State Cash / Credit transaction
Mark in Sale, Recycle, Sample, Other , Redemption
Show Slide 122
49
Show Slide 123
Ask
How would you hand over the bill to the customer?
Say
Handover Bill to the Customer Politely and with a Smile
Ask
What would you do if you see that the Printer of the Dispensing Unit is not working properly?
Say
Inform the supervisor immediately/can take the print out from OPOS in phase-I/can take print out from DU
printer also.
Ask
How to check if the Dispensing Unit is on Automation?
Say
If the Dispensing Unit is ON then it is on Automation. Under NANF DU will not deliver. In non NANF we
can see the DU in automation through the graphic depiction in back office system (BOS).
Ask
What would you do when your shift ends?
Say
You need to inform the handing over attendant that the Dispensing unit is in Automation
Printers & OPOS are working.
To ensure that the Totalizer Sales displayed on the Dispensing Unit tallies with the shifts sales
report that is generated nozzle wise.
Say
It is important to understand the use of Automation for the following purposes:
Useful for Future Reference
Customers Grievance Redressal
Show Slide 124
50
Trainer to Discuss the following Case:

Once a customer complained to the higher authority that he is being cheated as at the time of filling the
fuel, the needle did not rise and the tank was not filled up completely.
The customers complaint was addressed by showing the back end recording of the transaction. Through
transaction record, customer can be told exactly as to what volume and amount the fuel was delivered
and at what time at which nozzle and with what product.
Say
This is one of the major benefit of automation at petrol pumps wherein attendant needs to be
knowledgeable that customers complaint redressal is possible through automation transaction record.
Show Slide 125
Show Slide 126
SAFETY AND FIRE HANDLING

To impart Knowledge and Skills on
To create awareness about fire and safety to the Customer Attendants and enable them to
provide effective & better services.
51

S. No.
Session
Method
Tools
Time
(Min)
1
2
Introduction
Importance of Safety
Debrief
Activities, Role Plays
Check-list, Role
Play, Video
5
20
Handling Fire, Safety

Drill

Activities, Role Plays
Role Play, Mock

Exercise
15
1. Introduction
Show Slide 127
Show Slide 128
2. Importance of Safety at Retail Retail Outlets

Show Slide 129
Say
Let us understand now the Importance of Safety at Retail outlets
Let us now look at this slide. Trainer to read from the slide
Motor Spirit (MS) / High Speed Diesel (HSD) are widely used as automotive fuels. There has been high
growth in consumption of these products commensurate with the increase in number of vehicles.
Accordingly, number of retail outlets for dispensing of MS/ HSD has gone up in the country. Retail Outlets
are the principal installations for refueling of MS/HSD for automotive use.
Some Safety Guidelines
52

Show Slides 130 & 131
Say
Look at the Slide for the Safety Guidelines that need to be followed at the Petrol Pumps by the
Attendants
Operating personnel of retail outlet shall possess adequate knowledge and experience of
handling MS/ HSD to ensure functioning of the station in a safe and efficient manner.
During unloading of the product from the tank truck to the bulk storage vessels, the tank truck
shall be parked in the space marked for the purpose.
Show Video
Show Slide 132

Safety Equipment
Show Slides 133
Trainer to show the slide: This slide shows the kinds of fire extinguishers to be used
Show Slide 134
53
Trainer to discuss meaning of each of these safety equipments from the slides
EMERGENCY PLAN AND PROCEDURE:
Show Slides 135
Trainer to read from the above slide and share the emergency plan and procedure for maintaining
safety standards at the Petrol pump
Trainer to say
The Retail Outlet shall maintain close liaison with Fire Service, Police, District Authorities and
IOC.
Important telephone numbers for emergency use shall be displayed prominently in the Retail
Outlet.
Means of communication shall be always at the disposal of the supervisor of the Retail Outlet.
Emergency Action Plan should be tested with mock drill at least once a year.
First Aid Kit shall contain items to handle possible emergencies.
Shock treatment chart written in bilingual & local languages.
Show Slide 136
Trainer to discuss meaning of each of these symbols

CUSTOMER SAFETY & AWARENESS
Show Slide 137
54
Trainer to discuss the Dos and Dont from the slides to the participants
Classes of Fire - A, B, C, D, and K:
Show Slide 138
Trainer to share details on different kinds of Classification of fires

Class A - Class A Fires consist of ordinary combustibles such as wood, paper, trash
Class B - Class B Fires are fueled by flammable or combustible liquids, which include oil, gasoline, and
other similar materials.
Class C - Class C Fires. Energized Electrical Fires are known as Class C fires. Always de-energize the
circuit then use a non-conductive extinguishing agent. Such as Carbon dioxide.
Class D- Class D Fires are combustible metal fires. Magnesium and Titanium are the most common
types of metal fires. Only use a Dry Powder extinguishing agent.
Class K - Class K Fires are fires that involve cooking oils, grease or animal fat
Show Video: Petrol station fire started by motorist's cigarette lighter
55
Debrief
It is very important to maintain safety at the petrol pumps. It involves not only your lives but also
lives of others as well. It is seen how lighting a cigarette at the petrol pump lead to fire and put life
of people at petrol station in danger.
Show Slide 141
Activity: Checklist
Time 5 minutes
Divide the group into teams of 4-5 participants and task teams to fill the following check-list:
Sr.N
o
1.
Particulars
Remarks
Y/N
3
4.
5.
6
7
8
9
All the Dispensing Units externally & internally clean. In the sand below Dispensing units there is
no Spillage of product and inflammable waste.
All the piping connections of Dispensing units & tank farm are leak free & there is no sweating in
the joints
Wire mesh in the product vent is not choked with foreign matter.
Fire Extinguishers are in place and are valid for use as on date.
Road & pathways are clear of any obstructions.
Safety signs are in place. (No smoking, Mobile Phone Switch Off)
Tank farm is clean and free of dry vegetation.
The sand in the fire bucket is dry and without any lumps.
All the light fixtures at the periphery, canopy and the sales room are in working condition.
10
11
12
13
14
No employee of the Retail Outlet is in an intoxicated state

Dos and Donts on Safety exist at the outlet
General House Keeping is good.
There are no electrical faults observed in the entire Retail Outlet.
Any other unsafe condition
Y/N
Y/N
Y/N
Y/N
Y/N
2.
Trainer to discuss the responses of the above checklist and note down the responses on
It is important to note that these checks are maintained at the petrol pump on regular basis.
III. Handling Fire, Safety Drill
Trainer to Narrate Story of Crying Wolf
Show Slide 142
56
Y/N
Y/N
Y/N
Y/N
Y/N
Y/N
Y/N
Y/N
There was a small boy who was sent to look after the sheep in the meadows. He was a big prankster and
bored of sitting there the whole day. So he started shouting Wolf, Wolf just to see what happens. All the
villagers came there running soon with sticks to kill the wolf. But they did not find any wolf there. They
came to know that it was a false alarm.When they warned the boy, the boy simply said I wanted to see
how well prepared my villagers are in case of an eventuality i.e. in case an actual wolf comes.
Debrief
The learning from this story is that
It is important to be prepared in advance for the worst before such a situation arises
This will not only save your time but also minimize the effect of accidents.
What is Safety drill?
Show Slide 143
Say
A routine training and check up is called Safety drill. Providing safety training ensures that :
To work safely & without risk to health
Making employees aware of Safety Policy & how to implement the same and the part they have
to play
Making employees responsible for Safety not only for themselves but also for other their coworkers and customers visiting the outlets.
Drill is important when:
New people join make it a part of Induction Program
Employees changing jobs
New equipment is purchased
A Refresher Training Program
Activity: Mock Safety Drill
Show Slide 144
57
Trainer to organize mock safety drill by dividing the participants into two groups first, customers and
visitors; second, petrol pump staff.Each group is free to plan and assign roles. Trainer to act as an
Observer. Initiate discussions after conclusion of the activity.
Debrief
Share the experiences of the participants in the mock drill
Trainer to show videos of safety Video on Decantation
Debrief
Trainer to share the learning for the video
Safety to be maintained during Decantation
Use of Fire extinguisher
Use of Sand buckets
Prohibition to smoking and talking on mobile phone.
Show Slide 147
CUSTOMER SERVICE: Who is My Customer?

58

The objective of the module is to make Customer Attendants understand what is Customer Service and
why is it essential.
S. No.
1.
2.
3.
Topic
Who is My Customer?
Types of Customer.
Understanding Customer Needs.
Methodology
Discussion
Video & Discussion
Time (in minutes)

8
8
4
Show Slide 148
Show Slide 149
1. Who is My Customer?
Show Slide 150
Say
Trainer to inform the Participants as to Who is Their Customer? and Customers can be recognized
based on:
Age
59
Gender
Education Level
Income Level
Buying Habits
Occupation or Industry
Geographic Location
Personality
Attitudes
Show Slide 151
Activity
My Dear Customer
Make 4 teams amongst the total no. of participants.
Each team will be asked to make Meaningful & Positive Statements about Customers.
For each statement, Teams would be awarded 1 Point.
The Team with the Maximum Points would be the Winner.
Give them 2 minutes.
After 2 minutes, ask each Team to say 1 Statement at a Time and go on noting the points on
the Flip Chart.
Declare the Team with Maximum Point as the Winner.
Following are indicative Statements that Participants could make.
Customer is King
Customer is God
Customer gives Business
Customer have their own Choices
2. Types of Customers
Show Slide 152
Say
Broadly customers can be categorized into the following types.
60
Knowledgeable Customer
Ignorant Customer
Egoistic Customer
Say
Knowledgeable Customer
The Knowledgeable Customers tend to show that they know everything.
For ex: Read the conversation between a customer and Customer Attendant
Customer Attendant Sir reading dekh lijiye petrol bharvane se pehle
Customer Mujhe pata hain, batane ki zarurat ni.. dekh lunga.
Ask
Trainer to ask Participants on how to deal with such Customers and note it on the Flip Chart
Indicative responses can be:
One has to be polite and do not raise your voice
Smile and say thank you Sir/ Mam
One need not answer back to such customers
Say
Ignorant Customer
The Ignorant Customers tend to show that you dont know anything about the product
Customer No I dont know anything. (many times - when the attendant tells him/her about the
various loyalty cards, about bill to be given after fuel filling or things bought from in and out store)
Ask
Share relevant information pertaining to use and application of service
Give accurate and updated information
Be honest with the customers
Say
Egoistic Customer
Customer You know who I am. I am the wife of the Supreme Court judge or I am the brother of
the famous singer when asked to stay in queue.
Ask
Never Argue with such customers
Be Polite when dealing with them
Never raise your voice or answer back to such customers
Seek Supervisors help in case needed.
3. Understanding Customer Needs
Show Slide 153
61
Say
Trainer to inform the Participants that it is important for them to understand the Needs of the Customer If
we understand the Needs of the Customer only then we can serve them satisfactorily.
Some of the Needs of the Customers are:
Basic Needs
o Timely Service
o Proper Marshalling
Safety Needs
o Availability of Safety Equipments at the Petrol Pump
Status Needs
o Buying the Best Lubricants
o Always getting the Tank Full
Show Slide 154
62
CUSTOMER SERVICE: GOOD TO GREAT

The objective of the module is to make Customer Attendants understand what is Customer Service and
why is it essential.
S. No.
Topic
1.
Customer Service
2.
Rapport Building
3.
Knowing Preferences
Methodology
Role Play
Video & Discussion
Show Slide 155
Show Slide 156
1. Customer Service
Show Slide 157
63
Time (in minutes)

8
8
4
Say
Trainer to inform the participants that the ultimate goal of Customer Service should be from Good to Great
Activity
Keys to Great Customer Service
Give all participants key shaped cut-outs (size 6X3 inches) made from chart paper
Ask Participants to write down on each Key (in two or three words) one factor as how they would
like to Service their Customer.
Put all the keys in a key Chain.
Trainer to hang the Chain in some place in the class room.
Trainer to ask participants to make a similar chain and put it at an appropriate place at their Petrol
Pump.
The above chain will help Customer Attendant to remember all the important factors to Service
the Customer well.
Discuss each key and why this is a great service.
Indicative factors for Customer Service can be:
Listening
Understanding
Empathizing
Being Polite
Say
Once we have understood the methods of providing good customer service, the next we need to
understand is how to built rapport and attain trust of the customer.
This is very important as once we get connected with the customer by providing personalized
customer services, it would go a long way in building loyal customer base and generate
customers for life.
2. Rapport Building
Show Slide 158
Say
Trainer to elaborate the following:
Rapport is the Key to Building Trust
64
Rapport is when two people can see the other person's viewpoint
Rapport is when two people appreciate each other's feelings
Rapport is when two people are on the same wavelength.
Role Play 1
Trainer selects two participants. One participant becomes the Customer and the other Participant
becomes the Customer Attendant.
Customer
: Hello.
Customer Attendant looks up at the Customer but doesnt smile or say anything.
Customer
: Mujhe kuch information chahiye thi XTRAREWARD card ke baare mein.
Customer Attendant uses a friendly voice but with arms crossed and doesnt look directly at the
customer and says.
: Aapko pehle form fill karna hoga.
Customer
: Aaj ni kar sakta, aaj meri meeting hai, aap agar thoda sa bata dein card ke
baare mein.
Customer Attendant : Sir abhi time lagega, bahut lambi line lagi hui hai.
Customer
: theek hain.
(Customer drives away)
Debrief
Here the Attendant is task driven and does not use these 5 aspects of Rapport Building
Smile
Greet the customer
Use open body language
Make eye contact
Thank the Customer

Role Play 2
Trainer selects two participants. One participant becomes the Customer and the other Participant
becomes the Customer Attendant.
Customer Attendant looks up as the Customer drives and Smiles and says:
: Namaste.
Customer
: Namaste.
Customer Attendant : Sir, bataiye kaise madad karu main aapki.
Customer
: Mujhe kuch information chahiye thi XTRAREWARD card ke baare mein.
Customer Attendant uses a friendly voice and with warm body language, looks directly at the customer,
makes eye contact and says.
: Sir, XTRAREWARD card aapko Rs. 60/- aur form fill karne par mil sakta hai.
Agar aap Rs. 75/- ka saaman lete hain hamare petrol pump se toh aapke card
me 1 point aa Jayega.
Customer
: Theek hain. Thanks.
Customer Attendant : Shukriya. Namaste.
(Customer drives away).
Debrief
Ask participants to answer the following questions verbally.
In which Role Play the Rapport Building happened?
Role Play 2.
Why Rapport Building did got built in Role Play 2?
65

The Customer Attendant did the following:
Smiled
Greeted the Customer
Used open body language
Made eye contact
Thanked the Customer
3. Knowing Preferences
Show Slide 159
Say
The need today is to keep the Customers for Life because of competition. In order to keep Customers for
Life we should know their preferences.
Ask
Trainer to ask the Participants regarding the common preferences of the Customers of IndianOil and
make note of it on the Flip Chart.
Some indicative preferences are listed below
Xtra Service like Windshield cleaning, filling of air in tyres.
Facilities like Drinking Water, Top Up Stores and Washrooms.
Facility for Car Wash.
Facility for Repair of Tyres
Show Slide 160
66
CUSTOMER SERVICE SKILLS

The objective of the module is to make Customer Attendants understand what are Customer Service
Skills and why is it essential.
S. No.
1.
2.
3.
4.
Topic
Customer Service Marshalling
Customer Service Queue
Management
Customer Service Managing Air Filling
Station
Customer Service Right Way From
Start to Finish
Show Slide 161
Show Slide 162
1. Customer Service - Marshalling

Show Video (Wrong Way of Marshalling)
67
Methodology
Video & Discussion
Video & Discussion
Time (in minutes)

5
5
Video & Discussion
Video & Discussion

Trainer to show the video

Show Slide 165 & 166 - Show Video (Explanation of Wrong Way of Marshalling)
Trainer to show video and discuss

Show Slide 167
Trainer to read from the above slide
68
Show Slide 168 & 169 - Show Video (Right Way of Marshalling)

Show Slide 170
2. Customer Service Queue Management

Show Slide 171 & 172 - Show Video (Wrong Way of Queue Management)
69

Trainer to show the Video
Show Slide 173 & 174 - Show Video (Explanation of Wrong Way of Queue Management)

Show Slide 175
Trainer to read from the slide. As we can see in the Video, other attendants are also getting distracted
due to this and that would also result in delayed services to the other customers.
Show Slide 176 & 177 - Show Video (Right Way of Queue Management)
70
Trainer to show the Video and discuss

Show Slide 178

3. Customer Service Managing Air Filling Station
Show Slide 179 & 180 - Show Video (Wrong Way of Managing Air Filling Station)

71

Show Slide 183

Debrief
No Customer Attendant present at the Air Filling Station
Angry Customer shouting at the Customer Attendant
Customer Attendant giving lame excuse for not able to provide service to the Customer
Unhappy Customers drives away without the service being provided
Show Video (Right Way of Managing Air Filling Station)

Show Slide 186
72

4. Customer Service Right Way From Start to Finish
Show Video (Customer Service Right Way From Start to Finish)
Trainer to show the slide and discuss

Show Slide 189

Show Slide 190
73
COMMUNICATION Verbal & Non-Verbal

To develop skills of verbal & Non verbal communication
To develop listening skills to the Customer Attendants and enable them to provide effective &
better services.
S. No.
Session
1
Communication
Non-verbal
Communication
3
Non-Verbal
Communication
Show Slide 191
Method
Tools
Trainer led discussions &

Activities
Trainer led discussions
PPT & Game
Time
(Min)
10
PPT
PPT
Show Slide 192
1. Communication
Game
Lets start with a game called Minefield.
Show Slide 193
74
Game Minefield: - Instructions

Select 2 Participants and Form a Pair
One Participant (Customer Attendant 1) is blindfolded and stands at one end of the room i.e.
minefield
The non-blindfolded partner (Customer Attendant 2) stands at the opposite end of the room i.e.
minefield
Throw a few objects into the playing space, the "minefield."
The non- blinded partners have to give verbal instructions so that the partners can cross through
the minefield without running into any of the obstacles.
Keep adding obstacles every 2 minutes
Debrief
How did Customer Attendant 1 respond to the instructions of Customer Attendant 2?
Was Listening and trying to follow the instructions.
Was Customer Attendant 1 able to give clear and crisp instructions?
No.
Did Customer Attendant 2 understand what Customer Attendant 1 wanted to say?
Little Bit.
Did Customer Attendant 1 say what he meant & mean what he said?
No.
Was the Customer Attendant 1 at a loss of words sometimes?
Yes.
Do you think Customer Attendant 1 could improve upon his communication skills?
Yes.
Say
This was just an activity but in real life situations (say when giving instructions to another Customer
Attendant colleague) do you think with your communication skills you will be able to provide help or
support?
Mode of Communication
Say
We just saw the importance of Communication. Now lets understand the Mode of Communication that
Customer Attendants have to do frequently.
Show Slide 194
75
Say
At the Petrol Pump the most commonly used Mode of Communication is Face to Face. In Face to Face
Communication one Customer Attendant talks across to the other Customer Attendant.
Communication Model
Show Slide 195
Say
Communication Model consists of the following:
Sender
: The person who is sending the Message.
Receiver
: The person who is receiving the Message.
Channel
: The Media through which the Message is transported. In Face to Face
Communication Air is the Media.
Message
: The information the sender wants to send to the receiver.
Feedback
: The information the receiver sends back to the sender confirming that the
information has been received and understood.
Tips! For Effective Communication
Show Slide 196
76
Trainer to Read from the above Slide and Explain the following:
Always use simple words during communication
Avoid using unnecessary words during communication
Avoid using jargons during communication
Always explain technical words during communication
Avoid using acronyms like DCP, OPOS, SU to new Customer Attendant
Show Slide 197
Trainer to Read from the above Slide and Explain.

2. Verbal Communication
Show Slide 198
Trainer to Read from the above Slide and Explains the following:
Verbal Communication requires spoken words.
Verbal Communication should be clearly stated.
3. Non-Verbal Communication
Show Slide 199
77
Trainer to Read from the above Slide and Explain.

Show Slide 200
COMMUNICATION Listening Skills

To develop skills of verbal & Non verbal communication
To develop listening skills to the Customer Attendants and enable them to provide effective &
better services.
S. No.
Session
Listening Skills
Method
Tools
Time
(Min)
Trainer led discussions &

Activities
PPT
20
Show Slide 201
78
Show Slide 202
1. Listening Skills
Show Slide 203
Activity
Say
We will start this session with a small activity called All ears to you
Trainer must speak very softly, almost in whispers and give some important message may be regarding
the schedule for the next hour etc.
Participants will be making serious efforts to listen to the Trainer.
Observation
You will observe that some participants might not be paying attention to you.
Some others might be straining themselves to hear you
Debrief
Why did some participants strain to listen to me?
Because some participants could not hear me
Some were not concerned, some few tried to keep pace for some time and then gave up.
They gave up because they tried listening but could not hear.
What we have just demonstrated here are some forms and levels of Listening.
Show Slide 204
79
Trainer to Read from the above Slide

Show Slide 205
Trainer to Read from the above Slide

Discuss the Steps of Listening.
Hearing
Understanding
Acknowledging
o Repeating the same communication
Honest and effective use of proper listening helps:
To Win the trust
To Address the root cause of the problem
Makes others feel safe and secure in your company

Show Slide 206
80
HANDLING CUSTOMER QUERIES

Handling Customer Queries and Complaints
to the Customer Attendants and enable them to provide effective & better services.
S. No.
Session
1
Handling Customer
Queries
Method
Tools
Time (Min)
Trainer led
Discussions
PPT
20
Show Slides 207
Show Slide 208
Welcome
Handling Customer Queries
Show Slide 209
81

Show Slide 210
The customer today has many options but from where he decided to fuel his vehicle would be influenced
not only by the quality and prices but also by the way he is treated.
Show Slide 211
A customer might interact with the Customer Attendant for any the following reasons:
Query When the customer is inquisitive about the products or schemes being offered. He might have
come across an advertisement or heard about the schemes through somebody and he just wants to find
out what the scheme offering is. An existing customer also can come with some query from time to time.
Request When an already existing customer wants some changes say provisioning or de-provisioning
of some value added service, he comes in contact with the petrol retail outlet.
Show Slide 212
82

Show Slide 213
Attributed required
As a customer service person you must have the following attributes:
Reliable The customer must feel that you are a reliable person. This you can
achieve only by staying true to your commitments. Lay the facts in front of the customer. Always
revert at the time you have communicated even if it is for informing him that you need more time to
provide a resolution.
Responsible When you promise an action to the customer, you are responsible
to ensure that a resolution is provided.
Assertive Be open and assertive while communicating with the customer. Dont
over commit; dont make false promises just to make the customer happy. Stick to facts.
Adaptable When you are interfacing with the customer, you cannot be a
hardliner. You have to adapt your approach as per the situation.
Committed Be committed to provide the best possible solution to the

customers request.
Competent Keep yourself updated with what is happening concerning your job
role.
Show Slide 214
Interacting with Customer
Greet the customer (according to the time of the day)
Show Slide 215
83
Smile warmly
Listen Listen attentively to what the customer is saying, comprehend the
meaning of what is being said. Summarize your understanding, if required ask relevant questions
to gain details.
Respond When the customer has stated his complaint/query or request,
respond accordingly. If its a complaint and the customer is angry, you must follow the following
steps:
Empathize Tell the customer that you understand his inconvenience. Tell him
that if you had been at his place, you would also have felt the same. Your voice should match
words.
Apologize Dont hesitate to apologize for the inconvenience. It is not necessary

that some wrong has been done, even if the customer is mistaken or has some wrong
perception, apologize.
Commit Once you have apologized to the customer, commit to him that his
problem would definitely be resolved or put forth at the right level.
Close Put in that extra effort to provide the WOW feeling to the customer and
ensure that every interaction is a delightful experience for him.
Ask for further assistance.
Thank the customer; wish him as per the time of the day.
Show Slide 216
84
HANDLING CUSTOMER COMPLAINTS

To impart Knowledge and Skills on Handling Customer Complaints to the Customer Attendants and
enable them to provide effective & better services
S. No.
Session
Method
Tools
Time (Min)
Video Discussion
Activity
10
Video Discussion
Activity
10
Handling Customer
Complaint Zero
Reading
Handling Customer
Complaint - Needle
Show Slide 217
Show Slide 218

Wrong way of handling Customer Complaint Zero Reading
85
Trainer to show to Video

Show Video - Explanation of Wrong way of Handling Customer Complaint Zero Reading
The Trainer to show video and discuss

Show Slide 223
86
Trainer to read from the slide and say that the video showed:
The Attendant fills the petrol, without showing the Zero reading to the Customer.
And when the Customer asks, why the tank filled so early and he was not shown the Zero reading, the
Attendant says its not his fault that the Customer did not see the reading.
The Attendant became aggressive with the Customer.
Trainer to say, that this is a wrong way of handling Customer Complaint. Now see how to handle the
Customer complaint in the right manner.
Right way of handling Customer Complaint Zero Reading

Show Video Explanation of Right way of handling the customer complaint
87

Show Slide 228
Say
In this video the Customer Attendant greets the Customer properly, asks does he want his vehicle filled
with Petrol/ Diesel.
To this the Customer replies Petrol full tank.
The Attendant points at 0 reading, so that Customer can notice.
When the car gets filled, the Customer asks Itni Jaldi?
To this the Customer Attendant replies that there is Automation System in place and he will also provide
Bill.
Then the Customer says Ok, gives money and drives away satisfied.
Note that the Customer Attendant did not react aggressively even when the customer was aggressive.
Trainer to emphasize, this is how Customer complaint should be handled.
Wrong way of handling Customer Complaint Needle
88
Trainer to share the video

Show Video Explanation of Wrong Way of Handling Customer Complaint Needle
Trainer to share the video and discuss
89

Show Slide 233
Trainer to discuss the Video.

Trainer to Say
The Video shows that a Customer had come to get his bike filled with petrol.
The Customer Attendant starts filling the petrol and presses the nozzle again and again, which is why the
needle does not rise and the customer complaints.
Trainer to explain:
Nozzle should be left untouched while filling of petrol in the vehicle.
Now see how to handle the Customer complaint in the right manner.
Right way of handling Customer Complaint Needle
Trainer to share the Video

Show Video Explanation of Right way of Handling Customer Complaint Needle
90
Trainer to share the video and discuss

Show Slide 238
Say
This video shows that once the Customer enters the Petrol Pump on his bike, he is greeted in a very good
manner by the Customer Attendant.
When he complaints that the Needle did not rise up, even after filling of Petrol, the Customer Attendant
speaks to him in a very respectful way and says that every machine is automated.
Pointing at a Camera, the Customer Attendant says that every activity is being recorded, and if the
Customer wants to see, he can see it.
This satisfies the Customer and he gives the money and Customer Attendant says thank you.
Emphasize This is the right way to give response to Customers.
Show Slide 239
91
LIFE SKILLS
The objective of the module is to make Customer Attendants understand what are life skills and why are
they essential.
S.No.
Session
1
Work is worship
Time management,
stress management,
being happy
Method
Discussion/ Activities
Discussion/ Activities/ Role
Play
Show Slide 240
Show Slide 241
92
Tools
Time (min)
Activities
10
Activities
20
Work is Worship
Show Slide 242

Commitment
Show Slide 243

Zeal and Zest
Show Slide 244
93

Time Management
Show Slide 245
Scene 1
This portion to be done after the trainer has announced a break of 5 minutes. Instead of 5 minutes break
the trainer arrives after 10 minutes.
The Trainer arrives a bit late.
He has a tired look, ruffled hair and clothes (half shirt tucked in and half out)
Say
Hi!
Sorry I am late.
I am really very tired.
Did not sleep well last night and had to get up early for training here.
Reflect
Are these not the usual excuses that we hear whenever we are late?
Why can we never be on Time?
It means that we need to manage our time well.
So we will now begin with our module on Time management.
Tell
94

We always crib about not having enough time.
But if you calculate do you know how much time we have in a day?
Explain the calculations. Do the calculations in your worksheet
Discuss
The point is if we have so much time why do we not make the most of it.
Remember every second counts.
Say
You have probably heard everyone right from your mother to your teachers to the bus conductor the
importance of time and always being on time.
For ex: If a Customer Attendant turns late to the petrol pump, what will happen? Discuss.
Many of our proverbs speak about time.
Give me some examples of these proverbs.
Discuss
A few proverbs like waqt kisi ke liye rukta ni hai
Distribute the 2 sheets shown below and a pencil to all the participants and ask them to fill it up
Conduct the following activity for the customer attendants
Activities I do throughout a typical day
Sheet 1: Time Flies - 12 hours
Time
Time Spent
Activities
7am
8 am
9 am
10 am
11 am
12 pm
1 pm
2 pm
3 pm
4 pm
5 pm
6 pm
Now analyze your throughout the day activities and find out how much time you waste
Sheet 2: My Daily Time Balance Sheet
Time
Available
Sleep
Hours
used
12 hours
Wasteful activities
Daily
Routine
activities
Bath, eating
Travelling
95
Hours Wasted
Useful activities
Output
My effective Time Score Output =
________/ 12
What are the causes of running late syndrome?

Expected Answers
Causes
No planning
Improper planning
Spending more time on wasteful activities
Rework
Say
Let us list some activities, which are total Time Wasters
Activity
Let us do another small activity to reduce the effect of Time wasters The activity is called Time- Waster
Vaccination Camp
Example:
Talking with fellow attendants while dealing with customers
Taking extra time at lunch etc.
Conduct Activity
Divide the participants in 4 Teams.
Each team is given an envelope with a Time waster and some blank cards called Vaccination
cards
The team should brainstorm some strategies to remove that time waster, or at least to reduce its
impact.
Give only 2 minutes to brainstorm the ideas
The teams then write their ideas on the vaccination cards in the next 2 minutes
Discuss each vaccine for the Time waster
Select the 2 best vaccines to be used against each Time waster
Stress Management
Show Slide 246
96
Activity - Bursting the Balloon

Give colorful balloons to some participants and ask them to start blowing air into it.
They have to blow it till it bursts.
It will not burst till some time and then it will burst.
If the balloon does not burst by itself, provide a trigger by pricking it.
Debrief
Why did the balloon burst?

Derive the fact that it was not the air; it was that incremental amount of air (extra pressure created
on the balloon) (Or the pin that acted as a trigger) at the end, which caused the balloon to burst.
Till the time the right amount of air is filled in the balloon, it will not burst.
Similarly the capacity of taking in pressure in human beings are like balloons as well
Say
We are loaded and overloaded with everyday worries, anxieties, tensions, deadlines keep adding up
within us. One day we will burst out because we cannot withstand the pressure of stress.
Situations
Let us start with some situations
Call some volunteers to enact how they would behave in a few situations
Situation 1
You are stuck in a traffic jam and getting late for the attendant duty
Ask them to describe how they would behave in this situation and your feelings
Situation 2
A customers XTRAREWARDS card is not working. He starts shouting kis tarhan ke cards
hai ye, jab kam hota hai tab chalte hi ni
Ask them to describe how they would behave in this situation and your feelings
Hint for trainer - there may be a problem with HDFC machine or Tata phone.
Situation 3
You are already having a personal problem and are feeling frustrated and a customer starts
shouting at you because you have asked him to be in a queue
Ask them to describe how they behave in this situation, and what should be actually done
Debrief
This activity will help participants/attendants to become more aware of themselves.
Say
Most often we get very stressed in such situations. We get angry. Our behavior often gets influenced by
these stressful factors which can lead to a negative impact on the customers and also the reputation of
the organization.
97

Activity - Albert Pinto ko Gussa kyon Aata hai
This is an individual introspection
Participants to make 3 columns on their notepad.
Each of the participant will close eyes for a few minutes and try to recollect things which have
caused you stress in the past
Make a list of all those things in Column 1.
Discuss a few examples of stressors listed by participants
Then in the Column 2 ask participants to write for a few stressors how did they react in those
situations
Discuss a few reactions
Then ask them to analyze these situations and evaluate their behavior and see if they could have reacted
in a different way and could have saved themselves from stress.
Give them time to introspect themselves first and let them write in Column 3.
Discuss a few changed responses and ask other participants for their opinions as well
Reflect
Things can never be in our favor always but even in adverse conditions we should be able to withstand
them so that we are not under too much stress or we will ultimately breakdown.
Say
We just saw what causes stress and how we react to it and also how probably our positive attitude could
have saved us from stress. We should remember that stress is so bad that it affects us physically,
mentally and emotionally.
It also affects people around us and the whole environment suffers
First aid for Stress
The timely care that we should take before the stress blows us out of our senses is called First aid.
Again make a list of activities you should do to reduce stress
Give white band aid roll cloth to participants and ask them to write their suggestions to reduce
stress and stick it on Ravan (if not possible to write on band-aid cloth then use white paper strips
and stick it on Ravan)
Discuss the first aid that they have given to Ravan.
Say
The very first thing to do is breathe slowly
Slow, calm deep breathing, helps you to relax.
Go for a walk
Laugh it away
Conduct
Seed- Flower Stretch relaxation activity
This is a fun, physical, stress relieving activity
In a circle, demonstrate being a seed (crouched and hunched
as much as possible).
Everyone adopts the seed position.
Then imagine that you are slowly going to grow into a flower.
Encourage people to stand right up on their tippy toes, arms
completely outstretched, face oriented to the sun. (If done
outdoors) Hold it.....
98
Then relax.....Now we are going to do it again, this time though, grow just a tiny bit faster. Still
very slow.
Then repeat, a little faster this time.
Do it again, a little faster again. About this time, encourage people to let out a big sigh as they are
flowering, then relax.
Next time, a bigger sigh. And maybe another time, really big sigh, and a little jump in the air.
Then do it faster, this time jumping into the air and letting out a big "ahhh!"
Then ask if everyone can do it together, in unison. Then try again,
for the big finale - their best jumps and cries.
By the end of this simple activity people are laughing physically
stretched and aerobically warm and they've got a good solid dose of
sunlight in their faces which help to wake them up.
Say
Stress can also have positive effect on us
What could be the positive effects of stress? Ask the attendants.
BOP BAGS Game
Hand out permanent markers to the attendants.
Invite participants to get into pairs and draw a portrait of a person whom they feel like hitting, on a
balloon.
Put all the portrait balloons in the middle of the room & ask them to now hit it.
Hit as much as you can on the BOP BAGS & relieve your stress.
Conclusion
Everyone to sing the song (Kal Ho Na Ho)
Har Ghadi badal rahi hai zindagi..... Jo hal yahan jee bhar jiyo, Kal Ho Na ho
Main focus of this song
Live every moment of your life fully
Life is full of changes
Learn to adapt to changes
Say
Life is very precious. Do not blow away the happy moments of your life in Stress. Enjoy. Be happy.
Show Slide 247
99

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Faculty Guide: Fuelling the Customer Attendants

A Day in the Life of a Customer Attendant

Personality and Quality Essential in the Industry

All about IOCL Products and Services

Value Added Services

Safety and Fire Handling

Customer Service: Who is My Customer?

Customer Service: Good to Great

Customer Service Skills

Communication: Verbal & Non-Verbal

Communication: Listening Skills

Handling Customer Queries

Handling Customer Complaints

Content Developed byA

THE CUSTOMER ATTENDANT

Faculty Guide: Fuelling the Customer Attendants

Time (in minutes)

1. Introduction & Brief of IndianOil

Faculty Guide: Fuelling the Customer Attendants

Trainer introduces himself

Trainer to read the above slide

Trainer to read the above slide

Faculty Guide: Fuelling the Customer Attendants

Faculty Guide: Fuelling the Customer Attendants

Trainer to derive through the discussion, the 4 core values of IndianOil.

Handing over Automated Bills after each and every transaction.

Faculty Guide: Fuelling the Customer Attendants

Cleaning and Maintaining of all Equipments at the Petrol Pump.

Showing the Zero reading before filling the fuel.

Faculty Guide: Fuelling the Customer Attendants

Divide the participants in 3 groups.

Faculty Guide: Fuelling the Customer Attendants

Faculty Guide: Fuelling the Customer Attendants

Select 12 participants from the batch, the others will be observers.

Who won the race?

Faculty Guide: Fuelling the Customer Attendants

Trainer to read the above slide

Sir nahi ja sakte

Faculty Guide: Fuelling the Customer Attendants

Dekhte hain/ Batata hu

Faculty Guide: Fuelling the Customer Attendants

Time (in minutes)

Faculty Guide: Fuelling the Customer Attendants

Raju ban gaya gentleman

Raju Ban Gaya Gentleman

Faculty Guide: Fuelling the Customer Attendants

2. How to dress up at Work and Why?

Faculty Guide: Fuelling the Customer Attendants

Greet appropriately to the

Talk in clear, distinct voice

Appear confident and poised

Do not indulge in side talks with other attendants

Do not talk in loud voice

Do not fidget , itch yourself

Faculty Guide: Fuelling the Customer Attendants

Proper uniform and grooming also signifies the following:

Faculty Guide: Fuelling the Customer Attendants

PERSONALITY AND QUALITY ESSENTIAL IN THE INDUSTRY