Course Details

Objective

By the end of the course, participants will be able to understand

• Understand the key components of administrative operations in service stations.
• Manage customer service and handle customer inquiries and complaints effectively.
• Implement inventory control systems for fuel, lubricants, and other products.
• Develop and monitor financial management systems for budgeting and tracking expenses.
• Supervise and train staff to ensure high levels of service and operational efficiency.
• Implement safety, compliance, and maintenance procedures for service stations.
• Use technology and software to streamline operations and improve efficiency.

Content

Day 1: Introduction to Service Station Operations

• Overview of service station administrative operations
• Key components of service station management: Operations, customer service, financials, and staff management
• Organizational structure of service stations and roles of administrative staff
• Overview of industry standards and regulations for service stations

Day 2: Customer Service Management

• Best practices for customer service in service stations
• Effective communication with customers: Handling inquiries, complaints, and requests
• Managing loyalty programs, promotions, and customer feedback systems
• Techniques to improve customer satisfaction and retain customers
• Training staff to deliver excellent customer service consistently

Day 3: Inventory and Stock Management

• Inventory control for fuel, lubricants, convenience store items, and other products
• Methods for stock tracking, ordering, and storage management
• Implementing inventory software and technologies for real-time updates
• Dealing with spoilage, theft, and waste management
• Monitoring fuel levels, product pricing, and stock turnover to maximize profitability

Day 4: Financial and Budget Management

• Financial management techniques for service stations: Budgeting, tracking expenses, and forecasting
• Monitoring cash flow and ensuring profitability
• Managing daily cash operations and accounting for fuel sales
• Cost control and identifying areas for financial improvement
• Using financial reports and KPIs to assess performance and set targets

Day 5: Staff Supervision, Compliance, and Safety

• Staff recruitment, training, and performance management
• Health, safety, and environmental regulations for service stations
• Ensuring compliance with local laws, industry standards, and environmental guidelines
• Implementing security measures to protect staff, customers, and assets
• Maintenance procedures for equipment and facilities to ensure safety and operational efficiency

NOTE:

Pre-& Post Tests will be conducted.

Case Studies, Group Exercises, Group Discussions, Last Day reviews, and assessments will be carried out.

Methodology

A highly interactive combination of lectures and discussion sessions will be managed to maximize the amount and quality of information and knowledge transfer. The sessions will start by raising the most relevant questions and motivating everybody to find the right answers. You will also be encouraged to raise your own questions and to share in the development of the right answers using your own analysis and experiences.  Tests of multiple-choice type will be made available on daily basis to examine the effectiveness of delivering the course.

Very useful Course Materials will be given.

• 30% Lectures
• 30% Workshops and work presentation
• 20% Group Work& Practical Exercises
• 20% Videos& General Discussions