Equip Costa Oil kiosk managers with the skills, mindset, and best practices to resolve customer complaints directly at the store level, ensuring a positive outcome and minimizing escalation to corporate.
Protects the brand by showing we take care of problems fast and locally.
Prevents negative reviews, chargebacks, and corporate involvement.
Builds loyalty—a resolved issue can create a more loyal customer than one who never had an issue.
Demonstrates leadership and autonomy within the franchise system.
Let the customer speak without interrupting.
Use affirming statements: “I understand,” “That would be frustrating,” “I hear what you’re saying.”
Never get defensive or emotional.
Keep a neutral tone—even if the customer is upset.
Your calmness sets the temperature for the interaction.
Validate the concern before jumping to a solution.
Example: “If I were in your shoes, I’d be upset too.”
Avoid corporate jargon.
Speak in plain terms with confidence and respect.
Repeat back what they said to confirm understanding.
Don’t delay.
Even if the resolution will take time, let them know you’re addressing it.
Whether or not the store made a mistake, take ownership of the situation in the customer’s eyes.
Say: “Let me make this right for you.”
Comp the oil change or offer a free future service when appropriate.
Don’t make the customer work for the solution—overdeliver quickly.
Log the issue in your store’s service report with:
Date/time
Nature of the complaint
Resolution given
Customer name and contact
Empower Your Staff
Make sure every technician knows they’re allowed to offer basic remedies (e.g., free air freshener, discount).
Avoid the “I have to ask my manager” bottleneck.
Follow Up Before They Follow Through
After a concern is addressed, follow up with a quick check-in:
“I just wanted to make sure everything’s running smoothly since your last visit.”
Train for Consistency
Inconsistent service leads to more complaints.
Use the checklist. Stick to the SOPs.
De-escalate Early
If someone seems irritated—even before they complain—proactively ask:
“Is there anything about your experience today that we could’ve done better?”
Never say “That’s not our fault.”
Don’t blame another employee or the customer.
Avoid telling them to “call corporate.”
Never argue—even if you’re 100% right. Solve first, explain second.
“Let me take care of this for you.”
“Thanks for bringing this to our attention.”
“We value your time and your trust. I’m going to fix this right now.”
“Here’s what I can do for you today…”
As a Costa Oil kiosk manager, you are the final line of defense. A complaint resolved at your level means:
A customer saved
A review prevented
A reputation protected
Be proactive. Be accountable. Be a solution.
