Free tips to get started!
What do we mean when we say exceptional customer service? I can tell you this: it’s not offering your customers cheap coffee or stale popcorn! The automotive industry is highly competitive, and a key differentiator for exceptional service starts at the first point of contact: the phone call!
Service BDC representatives play a critical role in shaping your guests’ experiences and creating the first impression of your store. So why do we tend to stick just anyone in this important seat and headset without preparing them for this starring role?
Picture this: you want to sell your house, but it needs renovations. It’s no longer up to par with the surrounding houses. You spend a significant amount of money adding new décor, fresh paint, shelving, and nice flooring. When the realtor hosts the open house, the property looks fantastic- even better than the neighbors! So, why aren’t people coming in? Because you left the old dilapidated front door. You figured it’s just a front door and buyers will see the rest of the amazing renovations once they get inside. But what if they never get inside because the first impression was lacking?
Are you starting to see the similarities? When you’re shopping for a house, you’d pick one with a welcoming first impression because you assume the rest will be equally as pleasant. Your clients will do the same. If they call your store and get someone who is not trained to make them feel welcome, they will hang up and call another business. Whether they call to schedule routine maintenance or an in-depth repair, it’s important to immediately make them feel valued and welcomed.
As the BDC training manager for sw Service Solutions, I would like to share some Free tips specifically for your BDC representatives that will elevate them to the next level.
- Be attentive and empathetic.
When clients call the service center, they want to know that their concerns are being heard and taken seriously. As a BDC representative, it’s important to be attentive and listen actively to their needs. You should be empathetic. You do this by showing understanding of their situation. For example, if they are experiencing car trouble, you might say something like “I understand how frustrating this must be for you! Here is what we can do to help.” Those two words, I understand, are the two words that show empathy and will connect you with the client.
- Provide clear and accurate information.
Our guests expect accurate information about the services we offer, as well as pricing and availability. When we provide information, customers believe that what we say is the gospel truth. They consider us the authority on their vehicle. They aren’t calling “the BDC,” they are calling insert your brand here, so it’s important to be knowledgeable and to provide clear and accurate information. If you don’t know the answer to a question, it’s better to admit it and offer to find out, rather than provide incorrect information.
- Be courteous and professional.
When interacting with guests over the phone, it’s important to be courteous and professional. This includes using a friendly and cheerful tone of voice, using the guest’s name in conversation, and avoiding slang or casual language. It’s also important to be patient and calm, especially when dealing with difficult or upset clients.
- Follow-up
After a guest has called or has visited the service center, it’s a good idea to follow up with them to ensure that their needs have been met. This can be as simple as a quick email, text, or phone call. Following up shows that we value our customers and are committed to providing exceptional service.
- Continuously improve your skills.
Finally, it’s important to continuously develop your skills as a BDC representative. This might involve taking training courses or practicing active listening techniques. It’s also important to stay up to date with the latest offerings and services at your store so that you can provide accurate information to customers.
So, what are you waiting for? Why not train your people to be the best? You train your salespeople, your advisors, and your technicians even travel for training! Are you going to leave the team who brings clients in your door to figure it out themselves? Training your BDC and polishing up your store’s first impression is essential to your department’s success!
We offer online courses and live online coaching that will create excellent service from the first ring!
by Ashley Durst
BDC Training Manager and Facilitator