Trimark of Excellence

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Customer Excellence

Tips to Improve Your Customer Service

Tips to Improve Your Customer Service

These guidelines will help make sure you and your employees look nice and give friendly, helpful service to each customer that walks through your door.

Download the complete Mystery Shop questionnaire/checklist.

Were all observed personnel wearing a uniform and/or nametag?
  • Keep a clean and well groomed appearance
  • Wear a uniform and/or nametag
  • Don't forget to smile

Customer Service

Employee Image

Do and Don't

Do and Don't
Did the customer service representative (CSR) offer a high level of service while handling the transaction?
  • Always provide eye contact and verbal acknowledgement to all customers
  • Give all customers a friendly greeting
  • Thank customers after every transaction
  • Trimark Tip

Make It Fun

Do and Don't

Do and Don't
Did CSR handle the transaction correctly and efficiently?
  • Make sure that product totals match posted prices for all transactions
  • Process all transactions as quickly as possible so that customers don't have to wait

Do and Don't

Do and Don't
Is cashier area clean and uncluttered?
  • Make sure the sales counter has adequate room to place products for purchase
  • Keep sales counter displays clean, organized and well stocked


Do and Don't

Do and Don't
Did CSR attempt to plus sell an item or mention a program from location to enhance experience?
  • Always ask your customers if they were able to find what they were looking for and if there is anything else they need
  • Attempt to "plus sell" special items and programs (e.g., carwash, MDA Shamrock, daily special, etc.)

For more tips on how to improve your location, visit


Need Help?

Please contact your CITGO gasoline supplier with any questions regarding the Trimark of Excellence program, your Mystery Shop results, etc.