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54 Golden Nuggets: The Best of the Telephone Doctor by Nancy Friedman

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What’s Your R-T-C Factor?

In interviewing customers around the country, I found that there were several things they value—things a customer wants before the product or service. They boiled down to three basic wants comprising the R-T-C factor: relationship, trust, and consistency. Let’s go over them:

R Relationship

Building rapport is an overlooked art. Call many companies and the first word shouted at you is: “Name?” No “nice to meet you by phone” or even a “good morning.” There’s very little rapport building found in today’s customer service. The Telephone Doctor believes the relationship starts within the first 4 to 6 seconds of a phone call or within 45 seconds for an in-person visit. That sets the stage for the rest of the transaction. Plus, ...

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