The investment is part of a Europe-wide push to improve the customer experience. At the same time all staff will undergo customer service and health and safety training.
The refurbishment programme, set to run over 10 years, will upgrade all 530 UK centres in a new house style at the rate of one per week. Work has begun on the first phase of modernisation, in 80 sites across the country.
Work centres on the reception areas that are designed to be more welcoming and modelled on a retail bank environment. As part of the scheme, a customer-focused programme has been developed with Michelin’s in-house department – all ATS staff will be taken out of the centres for two days’ intensive training.
“Offering exceptional customer service is at the heart of the overall objective,” says Nick Gregg, ATS Euromaster’s group managing director. “With the financial backing of Michelin, we are striving to ensure that the continued investment into our centres and our staff will deliver an unrivalled service for both our business and private customers.”
The programme was piloted in 25 centres around Southampton for six months in 2004. The modernisation will be supported with local marketing campaigns.