Shell Bulgaria has launched “The Accessible Stop”, an initiative aimed at creating a more accessible and inclusive environment for people with disabilities at the company’s service stations. It brings together specific improvements to the physical environment, easier access to information about available accessibility features, and steps towards better customer service and communication.
Accessibility Starts with the Environment
For many people, stopping for fuel, coffee or a short break is a routine part of a journey. For people with mobility, hearing or other disabilities, however, such a stop can involve a number of challenges – from accessing and moving around the site to communicating with employees. With “The Accessible Stop”, Shell is focusing specifically on these practical barriers and on opportunities to gradually overcome them.
As part of the initiative, Shell provides clear information about the accessibility of its service stations. Using dedicated filters on the online station locator, customers can check in advance what accessibility features are available at a particular location and plan their journey according to their individual needs.
The criteria include the availability of an accessible parking space, an accessible entrance, conditions allowing customers to move around freely and pay independently in the shop, as well as a dedicated accessible toilet. This allows customers to choose a suitable location before setting off and have more information about the conditions available on site.
“At Shell, we believe that good customer service starts with understanding the different needs of our customers. With “The Accessible Stop”, we want to take another step towards creating an environment in which more people can use our services comfortably, independently and with confidence. This is a process that we will continue to develop – by listening to customer feedback and looking for practical ways to improve both the environment and the way we serve people,” commented Nikolay Bogdanov, Commercial Director at Shell Bulgaria.
Better Accessibility Also Means Better Communication
“The Accessible Stop” is not limited to the physical environment. Some Shell employees are receiving basic sign language training, helping them communicate more easily and directly with deaf customers in everyday situations.
Trained employees can be identified by a special badge on their uniform. This makes it easier for customers to identify an employee who has basic sign language communication skills.
“Diversity and inclusion are part of Shell’s DNA as a company, and “The Accessible Stop” is a tangible example of how we turn these values into real action,” commented Kamelia Slaveykova, Chair of the Board of Directors of Shell Bulgaria.
The initiative is part of Shell’s commitment to gradually improving the accessibility of its sites and the quality of customer service for people with different needs. The company will continue to build on the steps already taken over time, with customer feedback playing an important role in this process.
On the dedicated “The Accessible Stop” webpage, customers can learn more about the initiative, check the accessibility of Shell service stations, and share their feedback and suggestions.
