Your console operators control your customers’ experience, so it’s important that they are capable and confident.
Training Console Operators
While technical competency is important for a console operator, you should look at their position as a whole. That means being familiar with the POS system, but also being helpful, welcoming, and friendly. They should also be able to remain calm and flexible amids stressful situations.
Here are some tips for training your console operators:
Make sure your POS system is user friendly
If your POS system is easy to use, training your console operators will be a smooth process and new employees are much less likely to become overwhelmed. If you have an old complicated system, maybe it’s time to upgrade.
Be thorough
There are a lot of rules and regulations to learn within the petrol station, so encourage your trainees to take notes. It’s also wise to provide a binder that includes all the information from training.
Emphasise careful money handling
Implement clear policies about the register and teach your console operators how to spot counterfeit notes, how to close the register, and how to verbally count back change to eliminate mistakes.
Prepare them for rude customers
Teach your console operators how to properly handle unhappy customers and provide them with phrases to use to de-escalate incendiary situations. They should also know the right time to contact a manager or senior employee when a situation gets out of hand.
Training Steps
Here are some steps to help your trainee get used to their new position:
Learning the Point of Sale system
This should be your new console operator’s main focus, because the register is one of the most important aspects of a petrol station. Have new employees shadow experienced console operators and encourage them to ask questions throughout the day.
Learning store policies, rules, products, and maintenance
The convenience store portion of your petrol station should always remain tidy and stocked. Common duties for a console operator include taking out the trash and closing the register, and you can keep these tasks organised by posting a list of duties in a binder that includes detailed descriptions.
Use the shadowing technique
After your new employee feels comfortable with the POS system and their responsibilities in the store, have a senior employee shadow them to confirm that they’re ready to take on the console operator position.
Check in with your trainee
To make sure your trainee doesn’t forget any important aspects, check in to make sure they’re clear on the job’s expectations, or if they need a reminder on how something works.
Ensuring Success
By taking the time to train console operators at your petrol station, you’re ensuring better customer service and, therefore, ensuring the success of your service station.
At ServoPro, we have an online training course available for our members’ employees – this is already included in your membership! To get more information about ServoSkills, contact us.