It’s More Than a Call—It’s the Customer Experience
In the automotive world, a BDC (Business Development Center) is often the first voice a customer hears. And as Kim, BDC leader at Joe Cooper Auto Group, makes clear: “I didn’t want us to just be a call center, I wanted us to be different. I wanted an elite BDC experience.”
Kim developed a standout service appointment process based on one core belief: if the first interaction is exceptional, the whole customer journey improves.
Here are the six things she insists every BDC team member includes in every service appointment call.
1. An Upbeat, Friendly Greeting
It might sound basic, but tone matters. Kim emphasizes that a friendly, musical tone sets the call apart immediately.
“I don’t want, ‘ABC Ford, this is Carrie, how can I help you?’ I want, ‘Hey! Thanks for calling, this is Kiana, and I’m pleased to help you today!’”
Kim even has reps sing their greeting during training. It’s a small shift with big impact—injecting warmth, energy, and confidence into the call. This approach shows how call center tone training can elevate a team’s performance.
2. Ban the Word “Okay”—Use Power Words Instead
“Okay” is banned in Kim’s BDC. Instead, the team uses power phrases like:
- “Absolutely.”
- “Of course!”
- “I’d be delighted to.”
- “You’ve reached the exact right person.”
Kim created a sticky note featuring “OK” with a Ghostbusters-style red slash through it. Any time someone says “okay” or “yeah,” it gets slapped on their monitor. The result? Calls that sound energized and professional.
3. Ask If They’ve Been to a Cooper Dealership Before
Even if customer history is visible, every agent asks:
“Have you ever visited one of our Cooper dealerships before?”
This sets up a personalized response, whether welcoming them back or thanking them for choosing Joe Cooper for the first time. It also naturally leads into…
4. Thank the Customer Based on Their History
Using the response to #3, the team offers a personalized thank you:
- “Thanks so much for choosing Joe Cooper!”
- “Thanks for being a continued customer!”
Kim’s team always uses the customer’s name—never “ma’am” or “sir”—because that’s part of creating a high-touch, elite BDC experience.
5. Use the Customer’s Name—Twice
Each call includes the customer’s name at least two times:
“I see I’m speaking with Sally Smith. Is this Sally? … Well, hi Sally, I’m Kim. Let’s get started.”
Using names builds rapport, shows respect, and makes the experience feel tailored.
“I respect your business enough to call you by name, just like I would if you came into my office,” Kim explains.
6. Verify All Contact Info—Always
Even if a record looks accurate, every agent verifies the customer’s name, email, and preferred phone number. Why? Because:
- Emails are how health & safety checks are delivered
- Numbers often differ (e.g., customer calls from the office, but prefers texts to cell)
Kim notes, “Making sure those communication lines don’t get shut down because of a silly oversight—that’s just smart business.”
Bonus: End the Call with Gratitude and Clarity
Every call closes with:
- A thank you using the customer’s name
- A confirmation of the appointment date/time
- A positive send-off
Example:
“Mrs. Smith, thank you so much for calling us. It’s been a pleasure talking with you. We look forward to seeing you on Tuesday at 8:30. Have a great day!”
Conclusion: Sounding Different Makes the Difference
“Everything else is common sense—figuring out transportation, services. But upping the game and sounding different—that’s what changed it for us.”
BDC teams across the country can learn from Kim’s leadership and attention to detail. By turning ordinary service calls into extraordinary customer experiences, your BDC becomes more than a department—it becomes a brand differentiator.
