--- title: Building a Better Customer Experience | listen description: "listen | 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 # listen listen - [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 [![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)