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”Customer service is the differentiator between winning and losing business. AJAN consulting provided professional, focused, executive coaching that has given my staff and my business area a 'service edge' - strongly recommended.”
-Bryn Thomas, Thomson Reuters

"We are very pleased with the customer experience training with AJAN Consulting. Nick created a very positive and personal atmosphere, which inspired our team to develop our communication and customer service skills. The learning has provided great practical help in different customer communication situations, since the training.” Tuomo Pesonen C.O.O. RELEX

Case Customer Experience

Our client is the main reseller in Finland of BMW, Mini, Jeep, Nissan and Fiat. Operating in a fiercely competitive market, client identified the service experience as the key ingredient in securing their position in the field.

The Goal

This compelling case focused on supporting sales, customer service and workshop professionals nationwide to offer an outstanding level of service to our client's customers pre, during and post purchase. The aim was to develop excellent service to win ‘loyal-for-life’ clients who are willing to spread the word across their personal network.

What We Did

To create a unified customer experience across the organisation, we worked on some scenarios and techniques with the ‘moment of truth’ in mind. We looked at the various steps in the customer cycle from the first impression and the 4 second factor, and expanded on the tools and techniques of meaningful client communication.

As the group was a versatile mix of participants from different areas of the organisation, the training was also designed as a platform for ideas and information sharing in an inclusive atmosphere.

Our mission is always to create practical learning and we explored the service challenges faced by the teams from face to face, phone, email, instant message and social media communication – and devised some best behaviours and techniques to delight customers.

The Result

Our client took away a new perspective on the customer relationship and a renewed inspiration to delight their clients with some practical and impactful tools.


"...thank you very much for an entertaining, fun and educational training event. I have been on many, many courses during last ten years, but your course was by far the best I have been on :) "

- Workshop Supervisor, BMW/MINI Service