Shell Attended Service

Shell is bringing customer service car side to the pumps this spring with the return of Forecourt Attendants at nearly 300 sites across the UK. The new Attended Service programme is a free service designed to help drivers with advice on fuels and fuel efficiency, basic car care and safety tips. Shell Forecourt Attendants are returning to the UK after an absence of more than 20 years heralding a return to a golden age of customer service for motorists where attendants were once commonplace on British forecourts.

Shell has set out to improve the forecourt experience by reintroducing close to 400 Forecourt Attendants this year to deliver a more personal service at no cost to motorists, including helping them fill their vehicles.  Whether the customer is a rushing commuter, a busy mum or those with restricted mobility, drivers will be greeted by a Shell Forecourt Attendant in a smart Shell uniform. All Shell Forecourt Attendants have been trained by the Automobile Association (AA) to be able to carry out a range of car care tasks for Shell customers.

Recent research commissioned by Shell shows that efficient and knowledgeable customer service is welcomed by sizeable segments of UK motorists.

Shell’s survey of more than 2,000 British adults** revealed that 20 per cent of UK adults would rather have help and assistance when buying a product or service than be left to make their own choices and this rises to 25 per cent for those aged 55 and over. In addition, 30 per cent view customer service as “good” when it saves them time by doing all the work for them and this rises to 34 per cent with the under 35 age group who viewed this as important.

Shell’s new Forecourt Attendants will offer basic car care advice including checks on oil levels, screen wash levels, tyre pressure and tread. Attendants will also advise customers on driving behaviours and how to make the right fuel choices and provide seasonal tips for driving in great British weather.

** Research was conducted by YouGov Plc

Attended Service is only available at selected Shell sites, between selected times.