Customer Service

We believe that our ability to listen to and to exceed the needs and expectations of our clients is fundamental to our success.

At Galp we seek to guarantee high levels of service excellence, through the effective response of the customer service system to each and every customer, at all times.

The customer service system is structured and prepared to listen, understand, explain, clarify and present solutions on a daily basis that guarantee the satisfaction of all who come to us with a request, question, suggestion or a complaint.

Customer orientation

The entire customer service system is focused on ensuring a high quality of service to customers.

 

Quality of service

In recent years, we have invested in continuously improving the customer service system and associated training.

We are focused on careful management of service quality, which is based on the following activities:

  • client questionnaires to evaluate satisfaction with products, services and customer service;
  • routine and customised audits, with the aim of continuously improving clear and well-defined processes and procedures;
  • appropriate incentive system and well-defined responsibilities;
  • quality certifications;
  • specific training in customer service quality;
  • appropriate technology/ information systems support.

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 to individual customers and SMEs);
  • CORe - Company Relationship Operational Centre (non-face-to-face service, directed at direct business clients);
  • digital channels (specific web portals and websites that provide information and services over the internet);
  • gas emergency centres (non-face-to-face and also 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.

The ultimate goal is to contribute to the assessment that each client makes of our company and the Galp brand, based on positive and rewarding experiences, in order to promote our sustainability and our products and services to customers and the community served.

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