Fixed Ops Magazine 2022 Vol 19-1 - 62

heightened level of customer care. The Call Center Services
Product Manager takes note and rewards agents
for the elevated service. Yes! He rewards even those who
did not necessarily result in a scheduled appointment.
" You're expected to make the successful repair, so
that's not enough differentiation to drive customer loyalty, "
clarifies Glaser, the Call Center Services Product
Manager.
" Dealerships, especially as they consolidate
under larger corporate banners, need to be seen as part
of their communities, and that starts by having a personable
BDC. We look for opportunities to connect to
the community in every conversation. If someone offers
a personal anecdote or joke, we respond in kind, building
rapport. If someone refuses our service, we still take
the time to respond positively. We call these 'Positive
Rejections' and they are designed to leave a consumer
with a positive feeling of the dealership in the hopes of
winning their future business. "
CREATE YOUR OWN " WINS " !
* Track and Reward: Fostering a culture of exceptional
service begins with tracking and rewarding the full
range of interactions your team has with consumers.
* Tailor Your Program: Every team can be trained.
By communicating, showcasing and rewarding best
practices, you can teach your BDC agents how to
navigate difficult conversations while finding opportunities
within them!
* Personalize Your Interactions: Make sure every
agent understands the nature of the call and the impact
on the customer, replying to every point raised
so the caller feels heard. This is especially important
with a dangerous safety recall or with costly repairs.
* Pick Up the Phone: Your dealership can't help if
you don't pick up the phone or return calls. Even
worse, you leave a perception that your dealership
doesn't care.
* Be Prepared and Informed: Consumers want to
speak with knowledgeable and friendly dealership
staff who can understand the situation and help.
* The Golden Rule: How would you want a family
member or loved one to be treated by a dealership?
Every member of your staff should exercise patience,
compassion and empathy. The right agents will appreciate
this empowerment.
* Big Outcomes Take Time: Sometimes the big payoff
happens over time with careful thought put into
changing processes, especially those we're deeply invested
in. Culture doesn't happen overnight. There's
great value in building that human connection.
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Fixed Ops Magazine 2022 Vol 19-1

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