Association of Progressive Rental Organizations | America’s Champion for Rent-to-Own

RTO World 2019 Speaker Spotlight Nancy Friedman

Nancy Friedman
Founder and President
Telephone Doctor

RTO World is excited to have Nancy Friedman, famously known as the ‘Telephone Doctor,’  join us for two educational sessions at this year’s convention and tradeshow as she shares her immense knowledge on positive customer service. Friedman is one of the country’s foremost experts on customer service, sales, communications, and telephone skills and is president of Telephone Doctor Customer Service Training. Some of her past clients include Good Year Tire, Subway, and the Chicago Cubs. She has also appeared on Oprah, Fox News, CNN, and Good Morning America. Friedman has written 9 books about successful customer service and has been written in by the Wall Street Journal and USA Today.

Friedman is just as excited as we are to be at RTO World 2019. Check out the video she posted sharing her excitement and announcing herself as a speaker.

We can’t wait to be in Louisville in a few short weeks. See you there!

RTO World 2019
August 6-8
Louisville, Kentucky

Golden Nuggets of Sales and Customer Service
Small Batch Managers’ Experience
Tuesday, August 6
1:45 – 2:35 PM

FACT: You have less than 20 seconds after a customer walks into your store or calls your company to influence their decision. What you do in those 20 seconds can make or break the sale. Nancy’s Golden Nuggets program will cover topics like this and others including How to Handle Upset, Irate Customers; Listening Skills, Questioning Techniques; and Resiliency (bouncing back from negativity). Each section will provide a golden nugget of wisdom for attendees to take back to stores and apply quickly!

Hell Hath No Fury Like a Customer Scorned – The Five Forbidden Phrases
Small Batch Managers’ Experience
Wednesday, August 7
10:00 – 10:50 AM

Can you think of some wicked little phrases that instantly turn you off? Imagine what they’re doing to your customers. Nancy focuses on the Telephone Doctor’s famous FIVE FORBIDDEN PHRASES and you’ll recognize them right away. Learn how to permanently banish them from your vocabulary and replace them with better phrases that build customer loyalty and increase sales.


The RTO World host hotel room blocks are also filling fast! Register for both your hotel and the convention now to secure your spot at RTO World. The Marriott is now SOLD OUT of rooms on August 5 and 6 with very limited rooms for August 7 and 8. The Hyatt still has space, so book your stay today. If you have difficulty getting into RTO World room blocks, contact APRO at 800/204-2776,

Click below for the full event schedule.

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