Scania Great Britain were looking to change the customer experience at their front counters. They wanted customers to experience their brand as a forward thinking, professional and personal service. We helped them to develop and define key behaviours that were fully aligned with their existing brand promise and brand values, but were easily translated into actions for front line staff. We designed and delivered a classroom programme with our actor-facilitator team that engaged, entertained and supported delegates to be comfortable with having more personal conversations with customers to give them a better experience.