WELCOME TO THE CUSTOMER SERVICE CENTRE...
Transcript of WELCOME TO THE CUSTOMER SERVICE CENTRE...
Shell UK Retail RESTRICTED
WELCOME TO THE CUSTOMER SERVICE CENTRE (CSC) AND DISTRIBUTION SUPPORT SCHEDULING SERVICES (DSSS)
Karianne H. Clemente UK Retail Project Implementer
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AGENDA
Definition of Roles
Customer Service Centre – Retail-General Public (GP) and Cards Commercial Fleet (CF)
Distribution Scheduling Support Services (DSSS)
Touchpoints
Phone and Email
Eserve
Orders, Delivery and VMI Enquiries
Back-up Procedure for Stock Reading Issues
Accounts, Bill, Pay, and Pricing Enquiries
Document Copies
System Access and Support (Eserve)
General Public Enquiries, Feedback, and Complaints
Retail Tell Shell
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DEFINITION OF ROLES – RETAIL-GENERAL PUBLIC (GP) AND CARDS COMMERCIAL FLEET (CF)
Retail – General Public: Standard order processing and non-VMI delivery related enquiries - Raise Retailer/Dealer disputes for resolution
- Assist, investigate, and resolve enquiries, feedback, and complaints raised by the General Public
Cards Commercial Fleet: -Provides SBTI copies and card handling fee breakdown - Provides manual authorization code for declined fuel card transactions
- Assist, investigate and resolve enquiries relating to fuel card transactions (i.e. pump crossover)
- Provides ‘in the moment’ and ‘off the floor’ coaching
to CSPs
- Process knowledge custodian
- Functional training facilitation
-
- Manages team performance
- Stakeholder engagement
- People development
Team Leader (TL)
Retail – General Public (GP) Customer
Operations Coach (COC)
13 Retail – General Public (GP) Customer Service Professionals
(CSPs)
Cards Commercial Fleet (CF) Customer Operations Coach
16 Cards Commercial Fleet (CF) Customer
Service Professionals (CSPs)
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DEFINITION OF ROLES – DISTRIBUTION SCHEDULING SUPPORT SERVICES (DSSS)
Scheduling
• FUTURE • Plans deliveries for
tomorrow and endorses the schedule to the hauliers for dispatching
Distribution Scheduling Support
Service (DSSS)
• PRESENT • Actions any
‘variations to plan’ or scheduling amendments that happen to the schedules
• Customer facing role
Scheduling Administration
• PAST • Reconciles product
liftings from different terminals versus total volume delivered to different customers
PROCESS OVERVIEW
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TOUCHPOINTS – PHONE AND EMAIL
Retail - GP
OTD - DSSS
Cards CF
SDC
JCI
Wincor
Legend:
Email:
SSIVR
Team Inbox
Retail – General Public [email protected] [email protected]
Cards Commercial Fleet [email protected]
OTD – Distribution Scheduling [email protected]
* *
*Operating hours: Monday to Friday (except UK holidays) between 8:00 AM to 5:00 PM GMT
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TOUCHPOINTS CONT’D - ESERVE
Subjects Relevant to Retail Request Routes To
Delivery Status Enquiry - Fuels OTD – Distribution Scheduling
VMI Run-out and Enquiries – Fuels
Feedback and Issues
Retail - GP
Document Copies
Problems with Accessing Services
Invoice Queries and Disputes
Account Invoice and Payment Enquiry
Order Enquiries
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ORDERS, DELIVERY, AND VMI ENQUIRIES
Vendor Managed Inventory (VMI)
Non-Vendor Managed Inventory (Non-VMI)
SERVICES MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY
OPE
RATI
NG
HO
URS
• URGENT ORDERS • MANUAL ORDERS • OTHER INQUIRIES • ANTICIPATED CHANGES TO SALES PATTERNS (i.e. local events)
08:00H – 17:00H** 09:00H - 13:00H CLOSED
• RUN OUT, LEFT-ON-BOARD REPORTING • ORDER CHANGES AND CANCELLATIONS • DELIVERY STATUS INQUIRIES • UNEXPECTED CHANGES TO SALES PATTERNS (i.e. pumps out of order, site nearby closing)
00:00H - 23:59H 7 days a week
COM
MU
NIC
ATI
ON
CH
AN
NEL
S
IVR
0844 892 1898
Option 1 - 3 Urgent Orders**| Manual Orders **| Run Outs | LOB Reporting | and other enquiries Option 1 - 2 Delivery Status inquiries - SSIVR (with valid order number) Option 1 - 2 - 2 Delivery Status Enquiries (without a valid order number) **
** Only available during normal office hours
EMAIL [email protected]
If there are no disruptions to operations please expect a reply to be sent in 1 Hour
Service Touchpoint Contact Instructions
Place Fuel Orders SSIVR Eserve
0844 892 1898 Options 1 – 1 https://www.eserve.shell.com/UserManagement/Login.aspx
Delivery Status Enquiries SSIVR 0844 892 1898 Options 1 – 2 (with a valid order number) 0844 892 1898 Options 1 -2 -2 (without a valid order number)
Order Changes and Cancellation Retail – GP 0844 892 1898 Options 1 – 5
Other Order Enquiries Retail - GP 0844 892 1898 Option 5
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BACK-UP PROCEDURE FOR STOCK READING ISSUES
OtD detects if there are tank polls (or stock readings) not transmitting from tanks into VMI-FE. If this happens, OtD shall call site to validate the issue on missing polls and instruct way-forward.
Issues on Stock Readings and corresponding back-up procedures:
Type of Issue Back-up Procedure Who
1. Automatic polling fails but stock reading still available from veeder root or till
a. Only for affected tanks, stop automatic ordering in CROSS. Call and instruct customer to submit polls every 8am daily via DSSS until issue is resolved. (refer to contact details)
OtD
b. Submit polls every 8am daily via DSSS and contact contractor to repair issue Customer
c. Once automatic polling resume, advise customer to stop manual poll submission. (END) OtD
2. Automatic polling fails and stock reading cannot be read from either veeder root or till
a. Only for affected tanks, stop automatic ordering in CROSS and suspend deliveries (due to HSE) until issue is resolved.
OtD
b. Contact contractor to repair issue. Customer
c1. IF automatic polling repaired within 3 days, advise site that automatic ordering will resume (END). c2. ELSE, advise site to place Manual Order via DSSS for 1 week to re-establish site’s sales pattern. (refer to contact details)
OtD
d2. Only for affected tanks, place Manual Order through DSSS for 2 weeks. Customer
e2. After 2 weeks, advise site that automatic ordering has been resumed. OtD
Fairbanks VMI-FE Automatic Ordering (CROSS)
Stock readings (tank polls)
Sales readings
Normal data flow
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ACCOUNTS, BILL, PAY AND PRICING ENQUIRIES
Concern Description SSIVR Options Email Contact Eserve
Contact Resolution
Owner
Information/ Documents to
provide
**Discrepancy on fuel/bank card reimbursements
Variance between what was
expected vs the amount
reimbursed
2 -2 Generalcardretailersrequ
NA
Cards CF will trigger
investigation to Retailer Billing
(Bill-to-Pay)
Sold to Ship to Transaction date Disputed amount Expected amount Specifiy if bank or fuel card End of day report Back office report of card sales per card type
**Incorrectly charged on fuel
invoice
Price or quantity issue 5
Eserve – Contact Shell – Create
Request – Invoice Queries and
Dispute
Retail-GP will trigger
investigation to Retailer Billing (Manual Billing) for pricing disputes Order to Delivery (Scheduling Admin) for quantity disputes
Sold to Ship to Document/Invoice number Transaction date Disputed amount and correct amount for pricing disputes Disputed volume and correct volume for quantity disputes
**Master data queries
Enquiries on Master Data
information like Email Address, Bank accounts,
etc.
Eserve – Contact Shell – Create
Request – Account Invoice and Payment
Enquiry
Retail-GP will trigger the request to Retailer Billing (Customer Set-up
& Amend)
Sold to Ship to Details of the enquiry
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Concern Description SSIVR Options Email Contact Eserve
Contact Resolution
Owner
Information/ Documents to
provide
**Left on board/Manual order surcharge
Disputes and enquiries on a
surcharge billed 5
Eserve – Contact Shell – Create
Request – Invoice Queries and
Dispute
Retail-GP will trigger
investigation to Retailer Billing
(Manual Billing)
Sold to Ship to Document/invoice number Transaction date Disputed amount Kind of surcharge
**Site handover charges and
account finalisation
enquiries/disputes on the charges
during the handover period
or account finalisation
Eserve – Contact Shell – Create
Request – Invoice Queries and
Dispute
Retail-GP will trigger
investigation to Retailer Billing
(Bill-to-Pay)
Sold to Ship to Document/Invoice number Transaction date Disputed amount Expected amount (for account finalisation)
**Promotions
Enquiries or disputes
regarding credits due to promotion
Eserve – Contact Shell – Create
Request – Account Invoice and Payment
Enquiry
Retail-GP will trigger
investigation to Retailer Billing
(Manual Billing)
Sold to Ship to Document/Invoice number Transaction date Disputed amount Expected amount
ACCOUNTS, BILL, PAY AND PRICING ENQUIRIES – CONT’D
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Concern Description SSIVR Options Email Contact Eserve
Contact Resolution
Owner
Information/ Documents to
provide
**Manual admin cost
Enquiries or disputes regarding missing, delayed,
duplicate, or mismatched amount charged/credited
Eserve – Contact Shell – Create
Request – Invoice Queries and
Dispute
Retail-GP will trigger
investigation to Retailer Billing
(Manual Billing)
Sold to Ship to Document/invoice number Transaction date Disputed amount Expected amount
**Polling issues
Enquiries/disputes on any of the
following: Mismatched fuel figues Duplicate fuel transactions Delayed polling/missing fuels
Eserve – Contact Shell – Create
Request – Invoice Queries and
Dispute
Retail-GP will trigger
investigation to Retailer Billing
(Polling)
Sold to Ship to Document/Invoice number Transaction date Disputed amount Expected amount
**Fuel card handling/settle
ment fee
Queries on card handling or settlement fee charges (amount/timings), particularly if mismatched or duplicated Includes disputes on the rates applied to the customer
2 -2 Generalcardretailersrequ
NA
Cards CF will trigger
investigation to Retailer Billing
(Manual Billing)
Sold to Ship to Document/Invoice number Transaction date/period covered Disputed amount Expected amount Detailed reason of dispute
ACCOUNTS, BILL, PAY AND PRICING ENQUIRIES – CONT’D
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Concern Description SSIVR Options Email Contact Eserve
Contact Resolution
Owner
Information/ Documents to
provide
**Chargeback on card
reimbursements
Queries on fuel card transactions debited from the dealers account
For Euroshell Card: 2 – 2 For All Star/Arval: 0870 419 3250
[email protected] Network@allstarc
ard.co.uk
NA Investigated by Cards CF
Sold to Ship to Document/invoice number Transaction date/period covered Disputed amount Detailed reason of dispute
Manual authorisation
Requests for authorisation code
on declined Euroshell card transactions
2 – 1 NA NA Handled by Cards
CF
Ship to Euroshell card number (19 digits) Product purchased Amount (GBP) Volume Decline reason
ACCOUNTS, BILL, PAY AND PRICING ENQUIRIES – CONT’D
**All disputes have a Service Level Agreement of 5 business days to resolve
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DOCUMENT COPIES
There are two navigation tabs on Eserve where the following documents can be obtained:
Includes last payment date and amounts, payment method and terms, account balance, and open order value
Invoice, credit memo, debit memo, invoice/debit cancellation, and credit memo cancellation
View and download copies of archived Certificate of Analysis documents
View and download copies of
archived Shell delivery notes
Document Touchpoint Format Available
Invoice, Credit, and Debit Memos
0844 892 1898 Option 5 [email protected]
Proof of Delivery (POD)
Certificate of Conformity (COC)
Statement of Account (SOA)
Certificate of Analysis (CoA)
Daily Settlement Advice (DSA)
Polling Summary Report (PSR)
Direct Debit Breakdown (DD Breakdown) XLS
Material Safety Data Sheet (MSDS) Eserve – Product Information http://www.epc.shell.com/default.asp?whichLang=EN PDF
Technical Data Sheet (TDS)
Self Billing Tax Invoice (SBTI) 0844 892 1898 Options 2 – 2 [email protected]
Secondary Contact Options for Document Requests:
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SYSTEM ACCESS AND SUPPORT (ESERVE)
Service Touchpoint Contact Instruction
Account registration – New to Eserve Eserve Website
https://www.eserve-cr.shell.com/HelpLibrary/en-GB/Registration/ENGLISH%20R2.3%20REGISTRATION%20AND%20SYSTEM%20REQUIRMENTS%20Help%20File%20NOV%2012.pdf
Request or Reset Password
Modify User Profile
For Superusers – Retail-GP 0844 892 1898 Options 4 – 3
For Normal Users – Superuser
Contact your Superuser
Navigation Usability
System Performance
Retail – GP 0844 892 1898 Options 4 – 3
Eserve Website
Eserve – Contact Shell – Create Request – Problems with Accessing Services
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GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS
General Public Enquiries – questions or requests for information which may or may not be relevant to a Shell branded service station
Most Common General Public Enquiries:
Business Proposals
Recruitment Enquiries
Site location or information
Validation of scam emails and job offers
CCTV footage copy requests
Sponsorship
Why have a Feedback and Complaints Process?
Shell strives to satisfactorily supply and service all of our customers without any incidents or problems. However, the reality is that incidents and problems do occur
• Therefore, it is important that we offer all customers a timely resolution if something does go wrong
• The Feedback and Issues Process will ensure that all Complaints and Feedback received are dealt with and that a satisfactorily resolution is provided
Effective complaints management will help improve customer satisfaction and ensure that they remain loyal to Shell
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GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D
**SLA of 4 working days to resolve with customer, 2 working days allowance for Dealer to investigate. Retail – GP may seek support from the TM in case of non-response unless advised that more time is needed to complete the investigation
Feedback and Complaints Process
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GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D Fuels Quality Complaints - instigated when customers complaint points to the fuel they have
purchased from Shell branded service stations as the cause of their vehicle problems. FQ investigations are conducted by Retail – GP Customer Service Professionals
- Problems occurring with the customers’ vehicle can range from the vehicle breaking down on the forecourt, the vehicle not starting, lack of power when the accelerator is pressed and/or smoke emitting from the exhaust
- Retail – GP endeavours to complete investigation and revert with findings within 2 weeks
Information / Documents required to commence investigation:
To be provided by Document Example
Customer Completed FQ Questionnaire
Retailer / Dealer Completed Questionnaire on fuel delivery records
Dealer Wet Stock Reconciliation Report
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RETAIL TELL SHELL
The Tell Shell program is about collecting, analysing, and acting on your feedback.
Following an interaction, your are able to provide feedback using
the survey URL. The survey asks the questions about your satisfaction with the following services provided by the Customer Service Centre or Distribution Scheduling Support Services: Ordering Delivery Invoicing In addition, the survey investigates problems that you may have encountered during business interactions. Analysing the feedback from you enables us to
identify areas for improvement improve the level of services and ultimately your
experience. understand and action what really matters to you
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Q & A
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QUICK GUIDE
Orders, Delivery and VMI Quick Quide
CSC Contact Guide
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RETAIL - GENERAL PUBLIC (GP)
LOVE
VIC – Ops Mngr. KATE – Team Lead
GINA – Customer Operations Coach
KARLA
KEYTIE LESTER LULU
ABI ARDEN CARL DENICE KAREN
MAJO MARK SHIRLS
~ Customer Service Professionals ~
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CARDS COMMERCIAL FLEET (CF)
Team Leader- Classic
Mary Anne Florendo
Alyssa Magnaye Andrea Gante Bernie Flores
Cheng Sanchez Christine
Crabajales
Ciara Garcia Fritz Magno
Marie
Clavejo
Krishia Rioveros
Zylene
Ortaliza
Adrian Ampong
Keneth
Doquenia
Alvin Capistrano
Haneehlore Gemo
Ceazar
Melitante
Lea Sulayao
Customer Services Operations Manager - UK Vic Pascual III
Customer Operations
Coach
Bennie Amaya
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ORDER TO DELIVERY – DISTRIBUTION SCHEDULING (OTD - DSSS) OTD Manager UK/N
CHRISTIAN BENDICIO
DSSS Team Lead JENIFFER DELA CRUZ
DSSS Operative YOLANDA AGUILAR
DSSS Operative MARIA CARLA
PERADILLA
DSSS Operative BILLY JOE QUIMPO
DSSS Operative REYLUIS REFORSADO
DSSS Operative MARK ALBERT DE SILVA
DSSS Operative
RONNIE ELARCOSA
DSSS Operative
CYRUS BANGCAYA
DSSS Operative
JILL BAGALAY
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GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D What is a Feedback? What is a Complaint?
Feedback Complaint Any interaction from our customers wherein a comment/opinion is raised about Shell’s procedures, charges, employees, products or services without the expectation of a formal response from Shell
A customer notification, received via any of the communication channels, that expresses dissatisfaction or discontent related to any of the procedures, charges, employees, products or services provided by Shell, which the customer wishes to formally log as a complaint and to which a formal response is expected
It is an interaction wherein customers volunteer their opinion on how a certain service or product should perform or should be
Customers may want to raise a complaint when they receive products or services that do not meet their expectations
Feedback can either be negative or positive Complaints are negative comments
Not all customers who are dissatisfied with our services or products wish to raise a formal complaint. However feedback will be sent to any relevant parties and may still may require action to be taken
The details of the complaint are sent to the relevant parties and will require actions (investigation, corrective, or preventative actions) to be taken
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GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D
• Shop Staff / Site Manager interaction (courtesy, knowledge, attentiveness, etc)
•Queueing Shop
•Pump metering / overfill •Fuel availability / Stock out issues •OPT reliability •Site design
Forecourt
•Carwash availability, quality of wash •Air machine and water availability, cost associated with air machine •Toilet availability and cleanliness
Facilities
•Issue with loyalty points not being awarded from eligible purchases •Problems with reward redemptions on site Loyalty
•Site participation to the promotion •Execution of promotion
Marketing and Promotion
•Fuels pricing •Implementation of HSSE and site policies (including inconsistent observance across the network)
•Compensation request for site incidents (claims)
Site Policy / CVP
Feedback and Complaint Drivers
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GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D Indicators/factors that Retail – GP consider in identifying a possible fuel
contamination or quality issue
Positive indicators Negative indicators
More than 1 similar complaint received
No other similar complaints
Water level/content present in Wet stock reconciliation report
No water readings detected
Was there an ongoing delivery when the customer was filling up? Yes
No fuel delivery when the customer filled up
Was the volume in the tank significantly low for the customer to possibly draw some dirt/sludge/sediment from the fuel tank? Yes
The tank has considerably adequate fuel volume contained in tank before the customer’s time of purchase (*2000L above of fuel in the tank) *based on previously handled cases
Tanker delivery error No reported delivery error