About the CSC Service The Customer Service Centre (CSC) form Kenya Shell Ltd. / Bp Kenya Ltd. is based on a “One stop Shop” concept. The objective is to provide a single contact point for customers on all their requirements and hence improved service in terms of communication, response time and quality of delivered service. The CSC is managed by well-trained, multi-displinary staff who can handle all customers’ requirements and queries. With one single call you can:
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- Place orders
- Place maintenance requests.
- Request for product and service information; for example stock availability, prices,
- Technical information among others.
- Sort-out accounts queries.
- And much more ...
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The CSC is open from 7:00 a.m. to 6:00 p.m. through lunch hour, Monday to Friday, therefore giving your flexible hours of transacting your business with us. After office hours, your message will be recorded for action on the next working day. The CSC is designed to act on your telephone, fax or e-mail instruction so that you no longer have to leave your office for follow-up on your orders or queries. The CSC will do it for you and give you feedback. Therefore personal visits to the CSC offices will not be necessary. Who calls the CSC Any individual or company or existing customer with a business enquiry with us including:
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- Retail dealers.
- Resellers.
- Consumer customers.
- New customers.
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What happens when you call CSC
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- Your call is answered by trained service co-ordinators.
- The Service co-ordinator will ask for your customer account number so that he/she can call up your account details on the computer screen.
- It will help to have your account number ready when you call to save you valuable time.
- Tell the service co-ordinator what you would like to enquire about and he/she will help you with the transaction or query.
- If more specialized help is required (for example specific technical advice) a specialist will be consulted by the service co-ordinator.
- CSC has state of the art technology that allows tracking of all your contacts.
- The service co-ordinator will revert in case your enquiry cannot be processed on time.
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Getting personalized service from the CSC
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- The CSC staff are specially trained to give fast and friendly customer service. In addition to that they will handle accounts queries and provide technical information.
- CSC has all your business details and data available; this means you don't have to give the service co-ordinator your details.
- The service is personalized because you have the undivided attention of the Service Co-ordinator.
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Placing Orders
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- To place your order; phone, fax or e-mail the CSC. You can order for fuels, lubricants and LPG.
- The service co-ordinator will confirm the product and delivery details with you.
- He / She will then give you a unique reference number for the order.
- This number facilities the transaction and assists both you and the service co-ordinator in tracking the transaction.
- Should you need to confirm or change an order, please quote your reference number.
- The CSC is linked to all depots and terminals by on-line computers and therefore can serve you irrespective of your location.
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Processing and follow-up of deliveries
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- If there are changes affecting your scheduled delivery, the CSC will advise your accordingly.
- If you have a standing order arrangement with the company the CSC will ensure that your standing order is delivered as per instructions.
- If you wish to change your standing order date or quantity, just call the CSC and the service co-ordinator will help you make the change
- Whenever possible, the CSC will help expedite urgent deliveries.
- If you require an urgent or emergency delivery, please advise the CSC of the circumstances and the product (s) required. Every effort will be made to get supplies to you as soon as possible.
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Own collection If you are an own collection customer i.e. Resellers you will need to place your order with CSC and inform the service co-ordinator of your arrangement for payment and product collection, before sending the vehicle to the loading depot or terminal. Equipment servicing and repairs If you need equipment service/repairs, just call the CSC. Necessary arrangements will be made for the repairs/ service to be carried out as soon as possible.
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- A unique reference number will be provided.
- The service co-ordinator will e-mail the report to the respective maintenance contractor.
- In the event that you want to make a follow-up of the repairs, call the CSC and quote the reference number.
- In case the repairs take longer than the allowed contract time, a service co-ordinator will advise you of the next course of action.
- Please report any equipment malfunction to the CSC as soon as possible and advise the type of equipment and the exact problem you are having.
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Product Information Please call the CSC for product and service information. Below are some of the areas you may seek advice or information on:
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- Specific product information.
- Information regarding product quality.
- Product application and performance.
- Information on product storage and handling.
- Emergency response plan in case of product spillage, leakage, fire, theft or any other accident.
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Where an immediate answer is not available, the CSC will route your query to a technical specialist and ensure that you receive the desired response and/ or information Customer account queries You can call the CSC for a wide range of queries relating to your account e.g.
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- Invoice statement or credit note queries.
- Confirmation of account balances.
- Request for copies of adjustments.
- To sort out discrepancies on delivery and invoice amount etc.
- To check credit or payment terms.
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Details will then be faxed to you using the contact fax number, which we have in our customer database. This is to prevent confidential information regarding your business getting into wrong hands. It is therefore important to ensure that your contact details are up to-date. Any requests to change your business details must be made in writing by the authorised person. Remember you can phone the CSC for any problem related to your account and we will do our best to assist you. Complaints We would be very pleased to hear what we can do to improve our service. If you have any complaints, just call the CSC and we shall do our best to sort them out. Shell and BP Customer Service Centre (CSC)
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| Nairobi: |
Tel: 020 3928555 |
Fax: 020 652437/552999 |
| Mombasa: |
Tel: 041 2222342/13 |
Fax: 041 2221336 |
| Kisumu: |
Tel: 057 2023470 |
Fax: 2023470 |
| Eldoret: |
Tel: 053 2061519 |
Fax: 2061519 |
| Nakuru: |
Tel: 051 851302 |
Fax: 851302 |
E-mail:cschelpdesk@ksl.shell.com
For all general enquires: Tel: 020 3205555
Shell and BP House Harambee Avenue
P O Box 43561, 00100 Nairobi Tel: 20 3205555 Fax: 343581 |
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