Case Study

BP Southern Africa wanted to improve customer service at their service stations across the region as part of an effort to increase customer loyalty. The BP Service Excellence Program was launched, a national campaign of branded customer service training involving thousands of employees.

I was assigned to rewrite the training manuals, invigorating them with a voice that would motivate and inspire staff while communicating the core values of the brand. The project culminated in a total of three separate manuals for employees at every level, each well over 100 pages, delivered on time, on budget, on brand, and ready for publication.


BP needs no introduction. The British multinational oil and gas company headquartered in London is one of the world’s seven oil and gas supermajors and the world’s eighth-largest company by revenue with operations in 70 countries and over 18,000 service stations worldwide.

Read more about BP here.