Graphic Business News

Radiance Petroleum celebrates Customer Service Week

By: Mclean Kwofi
Mr Emmanuel Pobee, Managing Director, Radiance Petroleum Limited, dispensing fuel at the Darkuman Service Station.

An oil marketing company (OMC), Radiance Petroleum Limited, has marked this year’s International Customer Service Week to appreciate customers for their loyalty towards the company.

This year’s Customer Service Week was celebrated by Radiance Petroleum across all its outlets in the country between Monday October 7 to Friday October 11, 2019.

It serves as a period when many customer-oriented institutions, especially in the services industry, appreciate their customers and staff.

In an interview with the Daily Graphic during the company's customer service week at its fuel service station at Darkuman, Accra on October 9, its Managing Director (MD), Mr Emmanuel Pobee, indicated that management ofthe company was giving away some goodies to customers to celebrate the week.

Some of the give aways, he said, consisted of fuel top ups, t-shirtsand many other goodies to customers who visited their station across the country.

He observed that in an era where business growth was directly linked to customer satisfaction, being able to meet and exceed the needs of a company’s clients through excellent customer service was very crucial to the survival of the business.

"However, meeting and exceeding the customer’s expectation requires that the company in question identifies and familiarises itself with the basic desires of the customer whose interest fuels the growth of the business."

As a result, he stated that the week celebration would see staff being reminded about the importance of the customer to the growth of the company.

“Customer should expect more fuel, value for money, a friendly oil marketing company and also an experience of our motto; You deserve the best fuel,” he added.

Profit margins
Mr Pobee explained that the profit margins of most indigenous Oil Marketing Companies (OMCs) were currently dwindling following intense competition presented by the petroleum product price deregulation.

The competition, he said, coupled with other operational factors, was bringing a lot of financial pressure and threatening the continuous survival of these OMCs.

He said the National Petroleum Authority (NPA) should take a look at the challenges the deregulation of the petroleum sector, which allowed companies to fix their own prices at the pumps, have presented.

The National Petroleum Authority (NPA), which is the regulator of the downstream petroleum sector in Ghana, in 2015, announced that OMCs would now announce their own ex-pump prices for petroleum products in the country as part of the petroleum deregulation policy.

This, according to the NPA, was in line as a first step towards the implementation of the full Petroleum Product Price deregulation.

But, Mr Pobee observed that it was important for the regulator to take stock of the implementation of the deregulation policy to ensure that indigenous OMCs did not sink.

He said the regulator was aware of the challenges that OMCs were facing, hence there was the need to take a second look at the policy.