Transcription
CABLE DAHMERAUTOMOTIVEBDC Service Department ManualDonna M. Burnsp. 816-491-8670c. 913-488-2788dburns@cabledahmer.comcabledahmer.com
11.Table of Contents28. Recall Script2. Manual Cover: BDC Representative3. Cable Dahmer Locations4. Social Media & Cell Phone Usage5. Mission Statements6. About the BDC Service Department7. Cable Dahmer Core Values8. The Five Enemies of Culture9. Cable Dahmer Vision Statement10. The Cable Dahmer Difference11. BDC - What we do and who we are12. Inbound Service Appointment13. Full Appointment Script14. In-Bound Service Call Process Map15. In-Bound Service Appointment Script16. Directions for New Customers17. Declined Service Process Map CRM18. Declined Service Script19. Pre-recommended Service – 1st Free Maintenance Visit20. Pre-recommended Service-Products Script21. Defectors Process Map – GM22. First Free Oil Change Script - Defectors23. Six Months Retained Customers Script - Defectors24. OnStar Process Map – CRM25. OnStar Alert Script26. Qualifying for adding an OnStar27. Recall Process Map – GM29. Special Order Parts Process Map30. Special Order Parts Script31. & 32. Vehicle Status Up-Dates Scripts33. Appointment Reminder Script34. & 35. Warranty Service Script36. & 37. Service Visit Script38. Bad Experience39., 40. & 41. New Sales Phone Script42., 43., & 44 Pre-Owned Vehicle Sales Script45. & 46. Dissatisfied Customers47. & 48. CARP49. CD Call Guide50. Courtesy Transportation Process Map51. Loaner Car Rules52. Setting Promise Times53. Promise Time Back-Up54. Not in the Owner’s Manual55. & 56. Status Up-Dates 10’s & 2’s57. Vehicle Status Up-Date Work Completed58. Blank59. Service Route Sheet60. Daily Action Plan – Advisor61. Service Phone-Up Score Card62. Kia Recall Process63. GM Recall Process64. RedCap65. I’ve Got the Power!66. Phone System67. Century Services
2BDC RepresentativeManualBDC PROCESSES&Follow-up Scripts& Call GuidesBDC Department Phone NumbersBDC Director - Donna Burns: 816-491-8670BDC Service Manager - Megan Sauvain: 816-491-8671Diane Acklin: 816-491-8673Jona Newton: 816-491-8672Anadela Molina: 816-491-8678Shari Jenkins: 816-491-8676Latosha Petty: 816-491-8677Angelina Jensen: 816-491-8675Brittney Denning: 816-491-8674BDC Service All: 816-491-8650KC Chevy Line: 816-491-8651KC Buick GMC Line: 816-491-8652KC Cadillac Line: 816-491-8653NR Chevy Line: 816-491-8654NR Buick GMC Line 816-491-8655
3Service Department HoursMonday – Friday 7:00 am – 6:00 pmSaturday – 8:00 am – 3:00 pmSunday – Closed
4Social Media / Cell Phone UsageThe use of social media is a huge opportunity to develop business and communicate withpotential or current customers. Due to this opportunity, you may productively use social media,however, using it for personal reasons during work hours is grounds for termination. You mayget onto social and other sites during normal business hours as long as you have been assignedan assignment, if you are productively using it for customer communication or if you havegained permission from Management.If you choose to have a Facebook, Twitter or any other social platform that shows that you workfor Cable Dahmer LLC or that a platform that you advertise yourself or Cable Dahmer on, youare responsible for keeping the content, including updates, tweets, pictures etc,, professionalwhile being mindful of others.If you are assigned to update any social site for Cable Dahmer or volunteer to take thatresponsibility for the dealership or to market yourself as an employee of Cable Dahmer, beingprofessional is required. Posting or responding to anyone in a negative, rude or unprofessionalway is grounds for termination.CELL PHONE USECell phones use is a common highly used resource in our field. Cable Dahmer’s BDC,however, has opted to use a Google Voice account/number to contact customers due to ease ofuse. Use of cell phones for personal use is prohibited during work hours. If you have apersonal matter to handle, breaks are the time to handle them. If a matter comes up and youmust handle it outside of that timeframe, conversations must take place outside of the officearea to contain the distraction. Please get up and walk out of the phone room. If you arerequired to leave for more than 5 minutes (and you are not on break), report to your manager inperson upon return. Excessive cell phone personal use will not be tolerated and can result inloss of privilege from having your personal phone available during work, and if continued, canresult in termination.
5Cable Dahmer’s Mission StatementWe are a company of people developing peoplein the automotive business& being the best at it!BDC Service Mission StatementThe Cable Dahmer Service BDC DepartmentTo generate Positive Tractable Revenuefor the Cable Dahmer Automotive Groupand gauge Customer Satisfactionat all dealership locations.
6The Cable Dahmer BDC Service DepartmentThe Business Development Center for Service began in March of 2012. The Cable DahmerBDC Department is a marketing and call center for Cable Dahmer Automotive Group.The focus of the department has primarily been Service Department oriented.However, the department also acts as Customer Care Representatives for all of theCable Dahmer Automotive locations. The department also gauges customersatisfaction for Sales, Service and our Body Shops.The main goal for the BDC Department is to increase our customer’s loyalty at all of ourdealerships through ensuring customer satisfaction and maintaining ongoing contact withthe customer through the implementation of an in-house marketing plan.
7Cable Dahmer Core Values Coaching - We will maintain a culture of trust and respect through daily training anddevelopment of all team members to help them achieve their personal as well as theirprofessional goals. Process Loyal – We will become brilliant in the basics and commit to doing the ordinarythings extraordinarily well. We are committed to becoming faithful in the little things,because in pursuit of perfection, we can expect to catch excellence. Integrity – We do the right thing because it is the right thing to do. It isn’t what is cheap,easy, popular or convenient that guides us. We will do so without excuse and regardlessof cost. Growth Mindset – We will develop our most basic abilities through dedication and hardwork thus creating a love of learning and resilience that is essential to all greataccomplishments. Attitude – We will maintain control of our emotions through an optimistic, solutionoriented and gracious approach.Therefore, the question is, do you:Get itWant itHave the capacity to do it
8The Five Enemies of Unity (Culture)1.2.Poor communication can take many forms, but when the right hand doesn’t know whatthe left is doing, strife sets in. Create a rhythm of daily, weekly, monthly meetings with purposeful meaning.(8:08, 11:11, 3:03)Gossip (drama) is degrading and will destroy an organization. Push the negatives up and the positives down.Whoever guards his mouth and tongue keeps his soul from troubles. -Proverbs21:23Wisdom-It isn’t what they say about you, it’s what they whisper.By definition, gossip is when a negative is discussed with anyone who can’t solvethe problem.3.Unresolved disagreements happen when we don't know they exist or when the leaderavoids confrontation. A little confrontation cleanses the wound and allows the parties to go forward in aspirit of unity therefore culture. When you are aware there are hurt feelings and/or disagreements, act quickly anddecisively.4.Lack of shared purpose, priorities and like vision is caused by the leader not restatingthe goal, vision, and mission statement over and over and over again.5.Tolerated incompetence. It has been said that sanctioned incompetence demoralizes.Coming to work on time, not working the Cable Dahmer Process and saying we do andknowing we really don't.Cable Dahmer, for the sake of unity (culture) in the entire auto group, will go to battle early andoften with any of these five enemies of unity. When unity is valued in the culture, the team willalso act to keep these enemies from the gate. We will know that it is real when our veterans sayto our new staff members - At Cable Dahmer we don’t do that here.
9One Team - One Plan - One GoalVision StatementCable-Dahmer is a leader in our industry that is providing an environment of people developingpeople. This environment is promoting the growth of, not only the skill sets of our staff, it is alsopromoting the growth of our company into multiple stores. This is allowing individuals theopportunity to grow to their fullest potential which is benefiting not only Cable Dahmer but is also thecommunity it serves.One Team We are a company of people developing people in theautomotive industry while being the best at it.One PlanDaily, weekly, monthly and quarterly, team member developmentthrough our rhythm meetings, to achieve benchmark production per person.Customer experience by creating world class cycle time at every customer touch point.Gross and volume never cross. Cable Dahmer will achieve market share dominance, whilemaintaining benchmark production per transaction, through well executed processes and procedures.The 4 disciplines- Focus on the most important goal, act on lead measures, keep a compellingscoreboard and create a cadence of accountability.Continuous and ongoing improvement in every life we touch - in our families and how we affectthem, the team members we work with and the influence we have on each other and the communitieswe live in and how we are able to change the world one community at a time.“We were all born to win. But to be a winner, wemust plan to win, prepare to win and expect to win”. Zig ZiglarOne GoalCreating a healthy company for our people to grow in by having ahealthy balance sheet while doing the right thing because it is theright thing to do.“None of us are as good as all of usgoing after a common goal.” Ray Kroc
10The Cable Dahmer DifferenceCable Dahmer believes in continual learning and growth for its employees and strives to help them focus onintegrity and excellence. We believe even the little things matter and should be made as perfect as possible.Being the best is not something that is achieved just by doing all the big things right,but rather by making sure every detail of the customer’s experience is as they would like it.Keeping a positive, upbeat, and gracious attitude is all part of this approach to customer service,and also something that is stressed for all team members. 5 year/Unlimited Mileage Powertrain Warranty *o Our 5-year Powertrain Warranty adds an extra layer of protection to your new vehicle purchases& peace of mind to your used vehicles purchases. Complete Online Experienceo Sales, Service and Body Shop Options for Every Lifestyleo Financing options in Sales & Service Cable Dahmer Certifiedo All of our used cars are certified through our dealerships. We inspect our used vehicle inventorythoroughly - at bronze, silver, gold, and platinum levels based on the age of the car. You can feelconfident knowing you're getting a vehicle that is safe & reliant. 14 Day Exchangeo 14-Day No Worries Exchange on a Pre-Owned Vehicle of equal or greater value Cable Dahmer Connecto All of our used cars are certified through our dealerships. We inspect our used vehicle inventorythoroughly - at bronze, silver, gold, and platinum levels based on the age of the car. You can feelconfident knowing you're getting a vehicle that is safe & reliant. VIP Vehicle Serviceo Enjoy perks such as a free scratch and dent repair, oil changes in 51 minutes or less, and freeMissouri State inspections! Loanervilleo Complimentary Loaner Vehicles while your vehicle is in service, when one is available. Trade-In Trade-Upo At Cable Dahmer, you can trade in your old model for a new model and keep the same or evenLOWER monthly payment so you always have the newest technology. Lifetime Body Shop Repair Warrantyo If our work needs to be re-done - even after an extended amount of time, we'll redo it at no extracharge.
11BDC RepresentativeWhat we do.Execute client follow-up, set appointments, and gauge customer satisfaction in sales and service and generatepositive tractable revenue for the dealership.Who we are.We are a team.When we work together, we are stronger. We are at our best when we collaborate to form a powerful, winningteam. We listen to each other and combine our expertise to create a strong, focused and trusted group of people.Who we work for.Our Customers.A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him.He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part ofit. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.Our job.Through our customer service skills, we ensure that Cable Dahmer’s customers are completely satisfied with allof their interaction within our company.Jobs in customer service are quite difficult. The skills and attributes needed for customer service are kindness,patience, courtesy, helpfulness, a positive attitude, being highly organized, a problem solver, good listening andcommunication skills and able to defuse and calm an upset customer. You must be articulate with good grammarand hand writing skills. You must be comfortable with in-bound and out-bound sales calls. Customer service jobsrequire the ability to answer a multi-line phone, send and receive emails, maintain accurate tracking and reportingrecords and speak comfortably and confidently with customers in person and on the phone.We increase business through on-going appointment setting. We connect with customers through OnStar and GMleads, first free oil change notifications, recall campaigns, missed service visits, declined service repairs, potentiallost customers, special mailings and marketing campaigns including Birthday cards and Anni
7 Cable Dahmer Core Values Coaching - We will maintain a culture of trust and respect through daily training and development of all team members to help them achieve their personal as well as their professional goals. Process Loyal – We will become brilliant in the basics and commit to doing the ordinary things extraordinarily well.
