Advice for training Service BDC?

Eden Wood
Hi there. We have recently started a follow-up process with our service customers to find out about their experience. We are also rescheduling missed appointments and setting first ones. Do you know of a good training program for Service BDC?? Thanks!
Neale Martin
You don't really need a sales training program for the BDC. It's more about ensuring you're arming them with the best DMS Data and generating quality leads. What would do you the most justice is an offer that would drive customers into your service bay. According to Kevin Frye (US Dear Marketing Mogul), your website is your biggest asset. The key is figuring out how to grab the attention of your web visitors, and convince them to take an immediate action. Most dealers have service & parts offers on their specials web page, but the redemption rates are pretty low. If you'd like to open up a dialogue, message me on here or email me at neale@dashboard.ca.
Dave Leger
Erin, When you say training... Do you mean Scripts? Or process? Phone Ninja's has some really great scripts. Jerry is on this forum and I'm sure he'll weigh in, but he has some free scripts here... http://stars.phoneninjas.com/free-phone-scripts. From what I can see on his website, he seems to have some great training programs as well.
Andrew Metcalf
Eden, What types of processes if any do you have in place currently to create your call channels. Is it inbound and no shows, currently? How large is your store in RO volume and what specifics are you looking for. I would be happy to offer my expertise. Thanks, Andrew
Wanda Wegman
A strong BDC in the Service department can remove some of the load from the Service Advisors, and allow your Service Advisors to focus on what they are good at - upselling service, handling the walk-around and following up on declined repairs. In addition to preselling preventative maintenance, a Service BDC can help you with your customer database management; verifying that your customer contact information (email addresses, cell phone numbers, telephone numbers and text messaging information) is accurate. This will allow your dealership to maximize your opportunity for outreach. At DealerMine, we expect that a Service BDC Coordinator will make between 100-125 customer contacts per day. You are off to a good start pre-booking first service appointments. Remember you are booking these appointments 3 to 6 months out. So you need a way to contact these customers 15 days in advance and remind them of their appointment (and potentially reschedule it). I would also suggest that you start do confirmation calls 1-2 days in advance on all your upcoming service appointments.
Cassie Ciopryna

Hi Eden,

First of all - congrats on getting a Service BDC and good on you for following up with missed opportunities! 

CallSource has custom scorecards, missed opportunity alerts and on the phone or in-house call coaching available. Check out our website and schedule to talk to someone if you are interested to learn more about our services.

https://www.callsource.com/automotive/

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