Imagine Emily Post, the world-renowned expert on etiquette, managing your Business Development Center. How would her approach to manners and grace shape the way agents interact with customers? While Emily Post is best known for her rules on social decorum, her insights translate remarkably well into the world of customer service. Just as she emphasized respect, attentiveness, and graciousness in social settings, these qualities are key for BDC teams aiming to deliver memorable, customer-centered service experiences. Here’s a look at how the “Emily Post approach” could elevate your BDC to a higher level of professionalism, effectiveness, and customer satisfaction.
Emily Post’s number one rule in etiquette was the importance of a good first impression, a principle that resonates powerfully in customer service. For a BDC, this begins with every call, text, email, or chat. Rather than simply rushing to complete a transaction or appointment, Post would encourage agents to pause, consider their tone, and focus on being welcoming and attentive.
The greeting, for example, should never be an afterthought. A warm, personalized greeting that includes the customer’s name sets the stage for a positive interaction. Emily would likely advocate for addressing customers by name at least three times, as this not only builds rapport but also reinforces a personal connection. This isn’t about robotic repetition; it’s about demonstrating respect for the individual on the other end of the line.
Emily Post was a firm believer in listening—a skill too often overlooked in customer service. For BDC agents, active listening means more than just hearing words; it involves focusing on tone, underlying concerns, and intent. This approach helps agents respond with empathy and relevance, rather than generic answers.
Active listening also allows agents to acknowledge the customer’s needs and emotions. Post would likely train agents to rephrase and reflect back what they hear, using language that shows they truly understand the customer’s point of view. For example, if a customer expresses frustration with a scheduling mix-up, an agent following the “Emily Post approach” might say, “I can understand why you’d feel that way. Let’s see how we can make this right.”
In the realm of etiquette, respect for others’ time is paramount, and this rule is especially applicable to BDC operations. For Post, timeliness was not just a courtesy—it was a sign of respect. In a BDC, it translates to prompt responses, minimal hold times, and proactive follow-ups.
For example, if a customer has been waiting to speak with an agent, an apology and prompt transition to the issue at hand show respect for their time. When a customer asks a question, responding swiftly and with well-prepared answers reinforces professionalism and respect.
Emily Post would likely suggest a system where agents are equipped to respond promptly, whether it’s through quick access to information or effective communication channels within the dealership.
Handling difficult interactions with grace was a hallmark of Emily Post’s approach to etiquette. BDC agents inevitably encounter challenging customer situations, from complaints about service delays to pricing issues. Post would teach agents to maintain a calm, gracious demeanor even when faced with frustrated or unhappy customers.
Grace under pressure in a BDC setting means focusing on solutions rather than problems. Instead of becoming defensive, Post might encourage agents to apologize sincerely, seek to understand the root of the issue, and work towards a resolution that leaves the customer feeling valued and respected. A calm, empathetic approach often diffuses tension and reassures the customer, setting the stage for a more positive outcome.
In the world of etiquette, consistency and reliability build trust, and the same holds true in a BDC. Post would likely insist that agents follow up on promises—whether it’s a callback or an email with further details. If an agent says they will send a follow-up email with additional information, the “Emily Post approach” would ensure that promise is kept.
Consistency also applies to the overall customer experience. Every interaction should reflect the same high standards, regardless of the channel or agent involved. This requires clear internal communication, standardized procedures, and robust training. Customers appreciate knowing that they can rely on their dealership’s BDC, which in turn boosts loyalty and satisfaction.
One of Emily Post’s lasting tenets was to leave people feeling better after an interaction, and this is a powerful goal for any BDC team. Every call or message should end with the customer feeling valued and appreciated, even if their issue was complex or difficult to resolve.
A graceful farewell, whether it’s a verbal “Thank you for choosing us, we look forward to assisting you again,” or a courteous email closure, is the hallmark of customer care in the Emily Post style. Small gestures—like thanking customers for their patience or providing extra assistance—can significantly enhance the impression left.
Emily Post would not only shape the behavior of individual agents but also foster a culture of courtesy throughout the BDC. She would encourage managers to lead by example, offering gentle reminders on etiquette, praise for courteous interactions, and ongoing training to reinforce best practices. This culture would help ensure that respectful, professional service isn’t the exception but the standard across every interaction.
Emily Post’s etiquette principles—fostering respect, listening actively, valuing time, showing grace under pressure, being consistent, and leaving a positive impression—offer a timeless framework for elevating customer service. For a BDC team, these principles can help create an environment where both agents and customers feel respected and valued.
In today’s competitive technology-driven world, these old-fashioned virtues stand out and often make the difference in customer loyalty. Implementing an “Emily Post approach” in your BDC could be the key to transforming customer interactions, creating lasting relationships, and setting a new standard in customer service. So, take a page from Emily Post’s playbook—your customers will notice, and they’ll thank you for it.
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