--- title: Building a Better Customer Experience | Employee Development description: "Employee Development | Shaping great customer experiences begins with one of the first critical moments that matter, the phone call. Smartphones and the ease of click-to-call are driving phone call volumes up. Dealership employees are finding they are spending more time on the phone making connections, answering caller’s questions, collecting information, and creating the desire for the caller to want to come in and see their boat. The telephone is the primary entry point for a prospective boater to connect with a dealership." --- Topic # Employee Development employee-development - [All Post](https://blog.heartbeatlabs.io) - [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills) - [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience) - [trusted advisor](https://blog.heartbeatlabs.io/topic/trusted-advisor) - [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development) - [CallerID](https://blog.heartbeatlabs.io/topic/callerid) - [Customer Experience](https://blog.heartbeatlabs.io/topic/customer-experience) - [mortgage](https://blog.heartbeatlabs.io/topic/mortgage) - [phone process](https://blog.heartbeatlabs.io/topic/phone-process) - [Caller Reputation](https://blog.heartbeatlabs.io/topic/caller-reputation) - [EmployeeExperience](https://blog.heartbeatlabs.io/topic/employeeexperience) - [Appointments](https://blog.heartbeatlabs.io/topic/appointments) - [Dealership Performance](https://blog.heartbeatlabs.io/topic/dealership-performance) - [Empathy](https://blog.heartbeatlabs.io/topic/empathy) - [Phone Calls](https://blog.heartbeatlabs.io/topic/phone-calls) - [SPAM](https://blog.heartbeatlabs.io/topic/spam) - [Sales](https://blog.heartbeatlabs.io/topic/sales) - [call monitoring](https://blog.heartbeatlabs.io/topic/call-monitoring) - [finance](https://blog.heartbeatlabs.io/topic/finance) - [phone training](https://blog.heartbeatlabs.io/topic/phone-training) - [relationship building](https://blog.heartbeatlabs.io/topic/relationship-building) - [sell more](https://blog.heartbeatlabs.io/topic/sell-more) - [texting](https://blog.heartbeatlabs.io/topic/texting) - [CRM Interaction](https://blog.heartbeatlabs.io/topic/crm-interaction) - [Call Tracking](https://blog.heartbeatlabs.io/topic/call-tracking) - [Mystery Shopping](https://blog.heartbeatlabs.io/topic/mystery-shopping) - [listen](https://blog.heartbeatlabs.io/topic/listen) - [Call Abandonment](https://blog.heartbeatlabs.io/topic/call-abandonment) - [Click-to-Call](https://blog.heartbeatlabs.io/topic/click-to-call) - [Dealership Sales](https://blog.heartbeatlabs.io/topic/dealership-sales) - [Scripts](https://blog.heartbeatlabs.io/topic/scripts) - [customer relationship](https://blog.heartbeatlabs.io/topic/customer-relationship) - [interactive voice response](https://blog.heartbeatlabs.io/topic/interactive-voice-response) - [Appointment Confirmation](https://blog.heartbeatlabs.io/topic/appointment-confirmation) - [CRM System](https://blog.heartbeatlabs.io/topic/crm-system) - [Call Reporting](https://blog.heartbeatlabs.io/topic/call-reporting) - [Call Transcription](https://blog.heartbeatlabs.io/topic/call-transcription) - [Culture](https://blog.heartbeatlabs.io/topic/culture) - [Customer Satisfaction](https://blog.heartbeatlabs.io/topic/customer-satisfaction) - [Dealership Marketing](https://blog.heartbeatlabs.io/topic/dealership-marketing) - [Hiring](https://blog.heartbeatlabs.io/topic/hiring) - [Interviewing](https://blog.heartbeatlabs.io/topic/interviewing) - [Lead Generation](https://blog.heartbeatlabs.io/topic/lead-generation) - [Lead Management](https://blog.heartbeatlabs.io/topic/lead-management) - [Phone Data](https://blog.heartbeatlabs.io/topic/phone-data) - [Phone Leads](https://blog.heartbeatlabs.io/topic/phone-leads) - [PhonePerformance](https://blog.heartbeatlabs.io/topic/phoneperformance) - [appointment setting](https://blog.heartbeatlabs.io/topic/appointment-setting) - [artificial intelligence](https://blog.heartbeatlabs.io/topic/artificial-intelligence) Search [![6-7 Sums Up Communication in Most Dealerships: Random, Confusing, and Nobody Knows Who Started It](https://blog.heartbeatlabs.io/hs-fs/hubfs/6-7.png?width=400&upsize=true&name=6-7.png) ](https://blog.heartbeatlabs.io/6-7-sums-up-communication-in-most-dealerships-random-confusing-and-nobody-knows-who-started-it) [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Customer Experience](https://blog.heartbeatlabs.io/topic/customer-experience), [EmployeeExperience](https://blog.heartbeatlabs.io/topic/employeeexperience), [Hiring](https://blog.heartbeatlabs.io/topic/hiring), [Interviewing](https://blog.heartbeatlabs.io/topic/interviewing) ##### [6-7 Sums Up Communication in Most Dealerships: Random, Confusing, and Nobody Knows Who Started It](https://blog.heartbeatlabs.io/6-7-sums-up-communication-in-most-dealerships-random-confusing-and-nobody-knows-who-started-it) [ Holly Markel ](https://blog.heartbeatlabs.io/author/holly-markel) 3 November 2025 **The Fast Take – 30-Second Read** If dictonary.com can crown “67” as the word of the year, it’s no... 2 minutes read [ Read More ](https://blog.heartbeatlabs.io/6-7-sums-up-communication-in-most-dealerships-random-confusing-and-nobody-knows-who-started-it) [![How AI in Google Maps is Reshaping Automotive Dealerships](https://blog.heartbeatlabs.io/hs-fs/hubfs/GoogleMaps.png?width=400&upsize=true&name=GoogleMaps.png) ](https://blog.heartbeatlabs.io/how-ai-in-google-maps-is-reshaping-automotive-dealerships) [Call Tracking](https://blog.heartbeatlabs.io/topic/call-tracking), [Appointments](https://blog.heartbeatlabs.io/topic/appointments), [Dealership Performance](https://blog.heartbeatlabs.io/topic/dealership-performance), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Customer Experience](https://blog.heartbeatlabs.io/topic/customer-experience) ##### [How AI in Google Maps is Reshaping Automotive Dealerships](https://blog.heartbeatlabs.io/how-ai-in-google-maps-is-reshaping-automotive-dealerships) ![Mark Hollister](https://app.hubspot.com/settings/avatar/d41d8cd98f00b204e9800998ecf8427e) [ Mark Hollister ](https://blog.heartbeatlabs.io/author/mark-hollister) 28 February 2025 The way customers find, research, and choose an automotive dealership is changing—again. With the... 4 minutes read [ Read More ](https://blog.heartbeatlabs.io/how-ai-in-google-maps-is-reshaping-automotive-dealerships) [![Call Labeling and Branding Dealership Phone Lines: How Impactful is This?](https://blog.heartbeatlabs.io/hs-fs/hubfs/IncEngage.png?width=400&upsize=true&name=IncEngage.png) ](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1-1-0) [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills), [Mystery Shopping](https://blog.heartbeatlabs.io/topic/mystery-shopping), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience), [EmployeeExperience](https://blog.heartbeatlabs.io/topic/employeeexperience), [trusted advisor](https://blog.heartbeatlabs.io/topic/trusted-advisor), [CallerID](https://blog.heartbeatlabs.io/topic/callerid) ##### [Call Labeling and Branding Dealership Phone Lines: How Impactful is This?](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1-1-0) ![Mark Hollister](https://app.hubspot.com/settings/avatar/d41d8cd98f00b204e9800998ecf8427e) [ Mark Hollister ](https://blog.heartbeatlabs.io/author/mark-hollister) 3 October 2024 Blog in 20 Seconds: - **Boost engagement and trust**: Call labeling displays your dealership's name on... 3 minutes read [ Read More ](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1-1-0) [![Unlocking Employee Development Through Mystery Shopping: How Customer Experience Data Fuels Coaching Conversations (Part II)](https://blog.heartbeatlabs.io/hs-fs/hubfs/IncMysShop.png?width=400&upsize=true&name=IncMysShop.png) ](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1-0) [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills), [Mystery Shopping](https://blog.heartbeatlabs.io/topic/mystery-shopping), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience), [EmployeeExperience](https://blog.heartbeatlabs.io/topic/employeeexperience), [trusted advisor](https://blog.heartbeatlabs.io/topic/trusted-advisor), [CallerID](https://blog.heartbeatlabs.io/topic/callerid) ##### [Unlocking Employee Development Through Mystery Shopping: How Customer Experience Data Fuels Coaching Conversations (Part II)](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1-0) ![Mark Hollister](https://app.hubspot.com/settings/avatar/d41d8cd98f00b204e9800998ecf8427e) [ Mark Hollister ](https://blog.heartbeatlabs.io/author/mark-hollister) 30 September 2024 Blog in 20 Seconds: - **Evaluate Customer Journeys**: Mystery shopping helps dealerships assess their... 2 minutes read [ Read More ](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1-0) [![Unlocking Employee Development Through Mystery Shopping: How Customer Experience Data Fuels Coaching Conversations](https://blog.heartbeatlabs.io/hs-fs/hubfs/IncMysShop.png?width=400&upsize=true&name=IncMysShop.png) ](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1) [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills), [Mystery Shopping](https://blog.heartbeatlabs.io/topic/mystery-shopping), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience), [EmployeeExperience](https://blog.heartbeatlabs.io/topic/employeeexperience), [trusted advisor](https://blog.heartbeatlabs.io/topic/trusted-advisor), [CallerID](https://blog.heartbeatlabs.io/topic/callerid) ##### [Unlocking Employee Development Through Mystery Shopping: How Customer Experience Data Fuels Coaching Conversations](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1) ![Mark Hollister](https://app.hubspot.com/settings/avatar/d41d8cd98f00b204e9800998ecf8427e) [ Mark Hollister ](https://blog.heartbeatlabs.io/author/mark-hollister) 30 September 2024 Blog in 20 Seconds: - **Evaluate Customer Journeys**: Mystery shopping helps dealerships assess their... 3 minutes read [ Read More ](https://blog.heartbeatlabs.io/outbound-dialing-connecting-with-more-customers-0-0-1) [![Reviewing Credit](https://blog.heartbeatlabs.io/hs-fs/hubfs/Qortel%20Coaching.png?width=400&upsize=true&name=Qortel%20Coaching.png) ](https://blog.heartbeatlabs.io/reviewing-credit) [finance](https://blog.heartbeatlabs.io/topic/finance), [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills), [sell more](https://blog.heartbeatlabs.io/topic/sell-more), [phone training](https://blog.heartbeatlabs.io/topic/phone-training), [Scripts](https://blog.heartbeatlabs.io/topic/scripts), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development) ##### [Reviewing Credit](https://blog.heartbeatlabs.io/reviewing-credit) [ Grace Forelle ](https://blog.heartbeatlabs.io/author/grace-forelle) 22 September 2021 Let’s review the primary, secondary and tertiary objectives of your initial inbound call form a... 2 minutes read [ Read More ](https://blog.heartbeatlabs.io/reviewing-credit) [![The Psychology of Selling over the Phone](https://blog.heartbeatlabs.io/hs-fs/hubfs/psych%20of%20selling%20graphic.jpg?width=400&upsize=true&name=psych%20of%20selling%20graphic.jpg) ](https://blog.heartbeatlabs.io/the-psychology-of-selling-over-the-phone) [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills), [sell more](https://blog.heartbeatlabs.io/topic/sell-more), [phone training](https://blog.heartbeatlabs.io/topic/phone-training), [listen](https://blog.heartbeatlabs.io/topic/listen), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience), [Phone Calls](https://blog.heartbeatlabs.io/topic/phone-calls), [customer relationship](https://blog.heartbeatlabs.io/topic/customer-relationship) ##### [The Psychology of Selling over the Phone](https://blog.heartbeatlabs.io/the-psychology-of-selling-over-the-phone) [ Grace Forelle ](https://blog.heartbeatlabs.io/author/grace-forelle) 12 July 2021 It can be hard to connect and earn the trust of someone you have never met, especially when you... 2 minutes read [ Read More ](https://blog.heartbeatlabs.io/the-psychology-of-selling-over-the-phone) [![Reading the Customer’s Voice ](https://blog.heartbeatlabs.io/hs-fs/hubfs/caller%20type%20graphics.jpg?width=400&upsize=true&name=caller%20type%20graphics.jpg) ](https://blog.heartbeatlabs.io/reading-the-customers-voice) [phone skills](https://blog.heartbeatlabs.io/topic/phone-skills), [sell more](https://blog.heartbeatlabs.io/topic/sell-more), [Customer Satisfaction](https://blog.heartbeatlabs.io/topic/customer-satisfaction), [phone training](https://blog.heartbeatlabs.io/topic/phone-training), [listen](https://blog.heartbeatlabs.io/topic/listen), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Caller Experience](https://blog.heartbeatlabs.io/topic/caller-experience), [Phone Calls](https://blog.heartbeatlabs.io/topic/phone-calls), [call monitoring](https://blog.heartbeatlabs.io/topic/call-monitoring), [mortgage](https://blog.heartbeatlabs.io/topic/mortgage), [relationship building](https://blog.heartbeatlabs.io/topic/relationship-building) ##### [Reading the Customer’s Voice ](https://blog.heartbeatlabs.io/reading-the-customers-voice) [ Grace Forelle ](https://blog.heartbeatlabs.io/author/grace-forelle) 28 June 2021 Qortel coaches tens of thousands of calls and 70% of our feedback to phone handlers revolves... 1 minute read [ Read More ](https://blog.heartbeatlabs.io/reading-the-customers-voice) [![How To: Develop a Call Coaching Form for your Loan Officers](https://blog.heartbeatlabs.io/hs-fs/hubfs/Qortel%20Evaluation%20Questions.png?width=400&upsize=true&name=Qortel%20Evaluation%20Questions.png) ](https://blog.heartbeatlabs.io/how-to-develop-a-call-coaching-form-for-your-loan-officers) [finance](https://blog.heartbeatlabs.io/topic/finance), [Sales](https://blog.heartbeatlabs.io/topic/sales), [listen](https://blog.heartbeatlabs.io/topic/listen), [Employee Development](https://blog.heartbeatlabs.io/topic/employee-development), [Customer Experience](https://blog.heartbeatlabs.io/topic/customer-experience), [Culture](https://blog.heartbeatlabs.io/topic/culture), [Empathy](https://blog.heartbeatlabs.io/topic/empathy), [mortgage](https://blog.heartbeatlabs.io/topic/mortgage), [trusted advisor](https://blog.heartbeatlabs.io/topic/trusted-advisor) ##### [How To: Develop a Call Coaching Form for your Loan Officers](https://blog.heartbeatlabs.io/how-to-develop-a-call-coaching-form-for-your-loan-officers) [ Grace Forelle ](https://blog.heartbeatlabs.io/author/grace-forelle) 22 October 2020 Coaching is the development of a person by another individual called a coach. In order to provide... 2 minutes read [ Read More ](https://blog.heartbeatlabs.io/how-to-develop-a-call-coaching-form-for-your-loan-officers)