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57
Annual report 2012 www.recope.com
CUSTOMER SERVICE
In order to strengthen ties, becoming closer and report on the
work of the company, the Customer Service Department met
with groups of customers service stations in the various schools
where they serve.
The Jahaziel Acosta andHanzel Rodriguez partnershippresented
the modernization projects that are being carried out in sales
campuses at Moín, El Alto and La Garita. These include aspects
such as self-service automation and fuel delivery, dosage of
ethanol in gasoline and vapor recovery in clean product.
The new double loaders under construction will increment
the load flow to 2270 liters per minute and allow up to three
simultaneous fuel charges. This improves attention in service,
reduces time and increases the drivers´ safety.
The need to adapt transport units (tanks) was also mentioned as
part of the changes needed to switch from a top-loading system
to a more modern under-load system. This change would
achieve the reduction of current procedures regarding office
work, billing, parking tanks, loading, verifications and checking
trucks leaving the terminal.
These meetings with clients were conducted in the year in La
Garita Squads, Barranca, El Alto and Moín Limón. Also scheduled
another meeting with distributors or Peddlers no fixed point.
HANDLING CLAIMS
Attended RECOPE complaints from vehicle owners who
could be affected by the use of gasoline with additives with
Methylcyclopentadienyl manganese tricarbonyl (MMT),
through the Customer Service Department and Following the
small process ARESEP approved.
It handled about 120 complaints, of which 106 were presented
at the ARESEP and the rest directly RECOPE offices. Of the 106
claims in this period, 10 were attended conciliation hearings,
of which only two cases conciliated by a total of ¢1.303.959
million, which was the case in check which was achieved
through technical tests made by the Instituto Tecnológico de
Costa Rica (ITCR) that the parties claimed were damaged by the
use of manganese.