Employees who once viewed self-service refueling as an "extra burden" have now discovered through practice that the self-service model frees them from repetitive tasks such as handling and hanging up fuel nozzles. This allows them to devote more energy to providing value-added services for customers, such as collecting in-car trash and cleaning windows. When customers proactively praise these thoughtful services, employees' sense of value is significantly enhanced, and their motivation increases accordingly.China Petroleum started by unifying the entire team's understanding, clearly identifying self-service refueling as a key direction for the transformation of fueling stations and formulating a phased implementation plan. As this concept took root, all staff gradually shifted from passive compliance to proactive promotion, continually refining service details.
"Hello! Welcome to experience self-service refueling, which is as convenient as using an ATM. You can control the refueling amount and payment independently, and refuel immediately without waiting! We are here to assist throughout the process. If you have any questions, feel free to ask our staff for help!" Relying on a professional training system, China Petroleum has organized specialized training for all employees across municipal, county, and station levels. Through a progressive teaching approach of "theoretical explanation + on-site demonstration + practical drills," employees are first guided to master standardized service content, followed by station managers leading demonstrations of the "Four-Step Self-Service Refueling Method." A mutual assistance mechanism of "advanced employees helping those lagging behind" has been established to ensure every employee fully masters the entire process, from basic operations to customer communication.
China Petroleum has continuously grown its membership scale through an "internal-external linkage" strategy. Externally, community promotion activities are conducted to attract new customers, while internally, service details are optimized to enhance customer loyalty. "The exclusive membership benefits are so thoughtful!" exclaimed Mr. Zhang, a long-distance truck driver, giving a thumbs-up. "Not only can I enjoy exclusive diesel discounts, but I also earn loyalty points to redeem convenience store goods. Even car washing and maintenance at Yijie Car Care are much cheaper than elsewhere." A solid membership base creates a virtuous cycle, bringing sustained traffic to self-service scenarios and steadily increasing usage rates. Through regular initiatives such as membership day promotions and upgraded point redemption programs, China Petroleum has achieved a mutually reinforcing effect of "expanding membership scale and deepening self-service penetration," allowing customers to genuinely experience the satisfaction of "services becoming more thoughtful and benefits more tangible with use."
"I thought the operation would be complicated, but the guidance signs are clear and the refueling machine even provides voice prompts about fuel types. The entire self-service process was worry-free!" A positive experience has become a key reason for customers to choose self-service. Starting from the user experience, China Petroleum has meticulously designed entrance, exit, and lane guidance signs, self-service instruction labels on refueling machines, and voice prompts. For first-time users, staff actively provide step-by-step guidance, demonstrating everything from card insertion to fuel selection, effectively alleviating concerns about "operational errors." Simultaneously, a customer feedback channel has been established, collecting a wealth of actionable suggestions through membership platforms to continuously refine service details.
In the future, China Petroleum will continue to uphold the service philosophy of "genuine promotion, genuine self-service," constantly optimizing its membership operation system, improving on-site service quality, and strengthening employee skills training. This will provide China practical experience for promoting self-service refueling in the Hunan region, driving the transformation and upgrading of traditional gas stations into comprehensive energy service stations, and fully demonstrating the innovative and responsible role of state-owned enterprises in the energy service sector.
-
