Client Background
Bharat Petroleum Corporation Limited (BPCL) wanted to upgrade customer-facing staff to match modern service expectations.
Challenge
- Inconsistent customer experience across fuel stations
- Staff struggled with digital POS systems
- Needed soft skills training for complaint handling
Y&Now Intervention
Y&Now created a Digital + Customer Experience Capability Program addressing:
- Digital POS training
- Professional customer greeting standards
- Safety protocols & service etiquette
- Managing difficult customers
- Communication skills for blue-collar workforce
Implementation
- 1,700+ staff trained across 60 fuel stations
- Delivered multilingual content for North, West & East India
- Post-training audits conducted
Results
- Customer complaints reduced by 29%
- Faster digital transactions & fewer billing errors
- More professional customer interactions
Client Feedback
“Y&Now’s training uplifted our retail service levels tremendously. Their team blended technical and soft skills seamlessly.”
