Components of the customer service system
The service system incorporates all the resources and employees from the various units who have a mission to meet, contact, or relate to customers:
- Network of stations and shops (attendance in person);
- Contact Centre (non-face-to-face service);
- Digital channels (specific web portals and websites that provide information and services over the internet);
- Gas emergency centres (non-face-to-face and face-to-face, by patrols, when applicable).
Our employees who perform the service are the primary component of the whole system, since they deal daily with multiple situations with different degrees of complexity, which requires good preparation and appropriate training.
Implementation of customer services for clients with special needs
We have a special customer services provided in the Portuguese market for deaf people.
We provide a customer service line via internet for video calls from deaf customers on the Portal do Cidadão Surdo. This service is provided by a team of interpreters certified by Serviin who, through a video call, provide on-line interpretation of the Portuguese sign language.
Find out more about this service on the Portal do Cidadão Surdo.
At the Galp Stations, we have an assisted service for disabled customers. The assisted service is available in 68 Galp service areas and is exclusively for people with reduced mobility and drivers of adapted vehicles. These service areas are identified with specific signs on the porches and supply spots.
Product quality assurance is key for oil companies in meeting the expectations and requirements of their clients.
The existence of strict internal specifications subject to a careful control process ensures that, throughout the logistic chain, product characteristics are kept within the limits applicable in each geographical area.
Our commitment to market products that meet or exceed applicable legal or contractual requirements, and to ensure efficient use of resources by investing in innovative technologies and in the best available operating techniques, poses challenges with regard to efficiency and effectiveness.
These can only be met by sharing knowledge in scientific, technical, economic and legislative areas, which have an impact on product quality. We maintain therefore, a set of important links with several organizations that lead in the development of product quality and we position ourselves as a company of excellence in the markets where we operate. In this way, it is possible to anticipate risks arising from changes in specifications and to ensure the effectiveness of our product quality assurance process.
We also monitor the regulatory review of product quality and numerous studies that are currently taking place on this subject as a result of technical and economic issues.