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He called in and he went on and on and on about how good the service was and then he said, "I've been a loyal customer and I've always paid my bill on time and then I find out that with the great value that I'm getting and the tremendous amount of loyalty that I've been providing that you guys are offering better deals... |
Any great open ended question has got to be followed with silence. You have to let the other person respond. If you don't, you may completely bail them out and take them off the hook. Again, that's a very deferential approach. It's not forcing them to answer directly but it is indirectly because you were the last perso... |
And, yes, his student got a much better deal on his cable package. |
Okay, let's review and learn my favorite insight of all. |
Enough reading. Time for doing. |
Do a little homework. Find out what they're offering new customers. |
Late night FM DJ voice. Speak in calm, measured tones and smile as you talk. |
Start with "I'm sorry." It grabs their attention and empowers them. |
"This is going to sound harsh…" It sets them up for something big and makes whatever you say a relief. |
Turn a complaint call into an appreciation call. This is forced empathy. They'll want to help you. |
A focused comparison with an open-ended question. And it's probably going to bring your bill down a lot. |
This isn't yelling and shouting. It's not hardball with numbers flying back and forth. None of that works for saving hostages and it doesn't work all that well for cable and phone companies either. |
The most dangerous negotiation is the one you don't know you're in. |
I'll be including 3 more FBI hostage negotiation Jedi Mind Tricks from Chris in my weekly email. To make sure you don't miss them, sign up here. |
Congress Park in Saratoga Springs is shown during a previous snowstorm. The city has declared a snow emergency beginning 9 a.m. today through 9 a.m. on Thursday, Feb. 14. |
SARATOGA SPRINGS, N.Y. — A snow emergency has been declared for the city, starting 9 a.m. today through 9 a.m. Thursday, Feb. 14. |
During the snow emergency, all vehicles must be moved to a cleared or plowed area every 12 hours. City streets with alternate side parking are not impacted and cars should be moved as previously posted. |
A winter storm warning was issued by the National Weather Service indicating the potential for heavy snowfall and sleet throughout the area on Tuesday and Wednesday. |
“DPW is prepared to handle the conditions this storm might bring, but we do need the public’s help by moving their vehicles to cleared spaces after the plows have removed snow,” Department of Public Works Commissioner Anthony “Skip” Scirocco said in a press release. |
City residents can report snow removal issues to the Department of Public Works by calling DPW dispatch at (518) 584-3356. |
When Cisco Systems employees head into work Monday they'll encounter something they haven't seen in two decades: A new boss. Chuck Robbins -- formerly senior vice president of worldwide operations -- takes over as CEO from John Chambers, one of the most visible and quotable figures in business. |
This vendor-written tech primer has been edited by Network World to eliminate product promotion, but readers should note it will likely favor the submitter's approach. |
Many SharePoint installations at enterprises have been doomed largely due to senior management failing to really get behind the Microsoft collaboration technology, according to a new study by AIIM, which bills itself as "the Global Community of IT Professionals." |
Microsoft will offer some Windows 8.1 users a free upgrade to the next edition, tentatively labeled as Windows 9, a notorious spiller of the company's secrets said today. |
Move over Apple: Even BlackBerry is working on a smartwatch. |
National correspondent Julia King reports the mood is feisty at this year's CITE Conference & Expo. |
Microsoft has now ended its support for Windows XP, which means that a security sinkhole will likely open and gradually widen, threatening hundreds of millions of PCs worldwide in homes, companies, government agencies and schools. Along with the Y2K bug, Windows XP’s support termination is one of the computer industry’... |
If it seemed surprising that Paul would take the Lewinsky ball and run with it, consider that not every move the senator makes can be an effort to broaden his base in the event he wants to really contend for the Republican nomination. |
It can't all be about moderates, millennials and the Fourth Amendment. Sometimes it has to be about Des Moines. |
But more than pumping up his base, Paul is finding another way to make inroads with establishment Republican donors who have been skeptical of his Tea Party-backed ascent. |
Morris, a Republican fundraiser and co-founder of Rubicon Global, said Paul has been "a breath of fresh air" to GOP donors who have heard a lot of talk about the inevitability of a Hillary Clinton presidency. |
Morris, who has been introducing Paul to a number of establishment GOP donors, described the donor class as "intrigued" by the Kentucky senator's no-holds-barred approach to the Clintons. |
"I think Rand has been the tip of the spear in asking Americans, 'Do we want this again?'" Morris said. |
KET host Bill Goodman, who is teaching a Politics and Journalism in the Age of Social Media class at Centre College this semester, charged his students with devising a way to help Kentuckians "gain a better understanding and knowledge" of the U.S. Senate race. |
The winning project, Commonwealthduel.weebly.com, went live over the weekend. It's an aggregating website designed and maintained by seven Centre students that features a cartoon of Democrat Alison Lundergan Grimes and Senate Minority Leader Mitch McConnell dueling with joke guns. The site includes tweets, news stories... |
Jordan Shewmaker, a Perryville native and one of the winning students, said they plan to keep the site going through the November election. |
The group is made up of Republicans and Democrats from a wide range of majors. |
"We're actually pretty proud of it," Shewmaker said. "We never envisioned it would become what it has." |
So is that enough to get an A from Goodman, host of Kentucky Tonight? |
"No comment!" the teacher said. |
President Barack Obama has had a rough year in Kentucky, averaging a 35.1 percent approval rating during 2013, according to the results of Gallup's daily tracking poll. |
The president did worse only in Wyoming (22 percent), West Virginia (25.1 percent), Utah (27.3 percent), South Dakota (31.7 percent), Idaho (32.1 percent), Oklahoma (32.1 percent), Montana (33.1 percent), Alaska (33.5 percent) and Arkansas (34.9 percent). His highest numbers were in the District of Columbia (80.8 perce... |
Maybe you've heard Final Fantasy XIII looks better on the Xbox 360. Or that it looks better on the PS3. Or that it's 720p. Or 1080p. Or 1080p sometimes, but 720p others. |
Fact number one: Final Fantasy XIII is a Japanese-style role-playing game by publisher Square Enix, the thirteenth installment in a series that's sold over 92 million units worldwide, one that reaches all the way back to the Nintendo Entertainment System in 1987. (In case you're just dropping by and didn't know.) 'Japa... |
Fact number two: We don't have all the facts here. That's not a cop-out, just full disclosure. Square Enix has the answers, but like any hyper-scrutinized games publisher, they play their cards close. |
That said, let's see if we can't separate the stuff we know about the game from the stuff we don't. |
I've heard they cut tons of stuff from the game and that it might resurface as downloadable content. True or false? |
True and false. Back in August 2009, RPGSite scored an interview with Final Fantasy XIII's producer, Yoshinori Kitase. During the interview, Kitase said the company was "exploring the option of downloadable content, perhaps adding new areas, items or enemies, but these would not be expansions to the story, only the gam... |
Adding to the mystery, in mid-January, game site Siliconera translated a summary (in Japanese) of an interview (also in Japanese) with Final Fantasy XIII art director Isamu Kamikokuryou, who reportedly said that several areas were cut (a secret base, a home for one of the characters, a zoo) from the final product. Sili... |
Earlier this week, Final Fantasy XIII battle director Yuji Abe set the record straight, stating Square Enix has no plans to release DLC "at this time." Regarding the dropped content, Abe said "There was content that were 'ideas' that didn't make the final content, but the team isn't looking to release that as downloada... |
So no, the lopped off content probably won't be resurfacing, no Square Enix has no imminent plans for DLC, and yes, when Abe says no DLC "at this time," he's left the door cracked for something down the road. |
Just don't count on it. |
Will any of the English language versions of the game support a spoken Japanese option with English subtitles? |
No, they won't. Much as I'd like to see this myself, including it wouldn't be as simple as it sounds. For one, Final Fantasy XIII is the first game in series to support full English-language lip-syncing. Prior installments just ran the Japanese character mouth animations with English actor overdubs. |
To support a spoken Japanese option with English subs, you'd need to include (a) double the character lip-sync code, (b) double the cut scene video, and (c) double the voice acting. Who knows how much space that'd take up, but it certainly wouldn't bode well for the Xbox 360 version, which already ships on three DVDs. ... |
Final Fantasy XIII producer Yoshinori Kitase told PlayStation UK that he'd "heard at other media presentations that this was a popular request," and that it "came to [him] as a surprise." Which, just speculating here, could mean "wake up call." It's down to demand, obviously, and I have no idea how much there is for th... |
Why would someone who doesn't understand Japanese prefer the Japanese version with English subtitles? Because some of us enjoy the vocal inflections of the game's Japanese actors, which, depending on your vantage, arguably jibe better with the rest of a game crafted by Japanese designers. |
Does the game install anything to the hard drive? |
No, it doesn't. The PS3 versions runs entirely off the Blu-ray disc. Hands-on with final English code, the game's installed nothing to my 'Game Data Utility' folder. |
The Xbox 360 version can either run off the DVDs, or from the hard drive if you opt for an install, though it still requires the disc be in the drive to play. |
Also: Save files run between 370k and 455k each on the PS3 version, and can be copied to external media. |
An 85-year-old man is dead following an early-morning pedestrian accident in Maple Ridge. |
An 85-year-old man is dead following an early-morning accident in Maple Ridge. |
The accident occurred at 6:44 a.m. |
Ridge Meadows RCMP say the man was walking south on the road, on 228th Street near Dewdney Trunk Road, when he was struck by a Mercedes-Benz Sprinter cargo van travelling in the same direction. |
The man, whose name has not been released, died from his injuries. |
Police say the cause of the accident is still under investigation but weather and road conditions are considered to be contributing factors, and police believe the pedestrian may have had a medical problem. |
Speed and alcohol have been ruled out as contributing factors. |
On the first day of Budget 2012 Minister for Public Expenditure Brendan Howlin outlined €2.2billion in cuts to public expenditure. You can catch up on his speech in full here, along with ministers’ in-depth breakdown of the cuts. |
The main points included a reduction in child benefit, an increase in the student registration fee, and garda station closures. We’ve got a rundown of the key points here. |
TheJournal.ie has been looking at the first day of the Budget in numbers – and in pictures. |
Throughout the day, we’ve also been tracking your reactions to the revelations on Twitter. And as the dust settles, we’re asking you to tell us: What do you think of the Budget so far? |
There was good news for Ryan Tubridy after it emerged that Friday’s Late Late Toy Show was the most popular TV programme in Ireland for 17 years – drawing an incredible 1.4million viewers. |
But bad news for independent TD Mick Wallace, who was fined €7,000 by a court for failing to pay pension contributions for employees of his construction company on time. |
A group of students occupied the constituency office of Fine Gael’s Eoghan Murphy in Ranelagh, south Dublin, calling for an end to fee increases and grant cuts. |
Ryanair announced that its passenger numbers fell significantly last month against November 2010 – but said it had predicted the drop. |
Missing Dublin teenager Darren Sherlock has been found safe and well today. The 15-year-old had disappeared from Santry in north Dublin. |
In what was surely among the most expensive car crashes ever, no fewer than 11 luxury motors – including eight Ferraris and a Lamborghini – collided on a road in Japan. |
We’ve been tackling the real issues on Budget day, by asking: Do you brush your teeth before or after breakfast? |
Once Williams High School�s Chelsey Hargrave made the decision to further her track and field career in college, she developed preferences for potential destinations. |
�I think what set it apart from everybody else � is that it was more of a family type environment,� said Hargrave, who signed with Appalachian State on Wednesday. |
The senior track and field standout said the main draw to Appalachian State was that it is �far, but not too far,� and that assistant coach Damion McLean has had success in coaching jumpers. |
�I was looking for somebody to be like a mentor to me, like when I�m far away from home,� Hargrave said of McLean. |
Hargrave has won four state championships, with two of those coming in the indoor track and field event last month. Hargrave won the triple jump and long jump at JDL FastTrack in February, adding to her outdoor state championship in the triple jump last year. |
As a sophomore, Hargrave was part of a team that won the 800-meter relay in the outdoor state championship. |
�I have seen you come a long way,� Williams coach Brian Smith said, drawing out the second-to-last word for emphasis. |
Hargrave said this signing came later than usual because she was �kind of late to the game� of recruiting. |
Debt holders lining up for lawsuit over risk warning | City A.M. |
INVESTORS who claim banks failed to warn them of the risks involved in buying Greek debt are to try and sue the government and banks involved, it was announced yesterday. |
Lawyers in Germany representing 110 investors have formed a class action group. Most of the investors involved spent between €100,000 (£84,116) and €500,000 on Greek paper, but one spent €3m. |
Meanwhile, lawyers are expected to argue that the debt swap infringed the terms of a German-Greek treaty designed to protect German investors against political risk. The debt swap cut over €100bn off Greece’s overall debt burden, forcing investors to take write-downs of 53.5 per cent on their holdings. |
Greek finance minister Evangelos Venizelos pushed hard for high voluntary participation. |
Saxon Warrior, the 'monster of a horse', who won the first Classic of the year, the Qipco 2,000 Guineas, at Newmarket. |
Guineas Weekend is always the time when the Flat season springs to life, and the 2018 version, bathed in glorious sunshine and littered with classy, competitive racing, was no different. |
It also marked another chapter in the amazing Aidan O’Brien story as the Ballydoyle trainer saddled the 300th Group One success of his unparalleled career. |
Even though he was thousands of miles away at Churchill Downs, overseeing a predictably futile bid for Kentucky Derby glory with MENDELSSOHN, O’Brien mastered the first Classic of the campaign, the Qipco 2,000 Guineas, courtesy of the imposing, unbeaten colt, SAXON WARRIOR. |
It was his ninth Guineas success at Newmarket, since King Of Kings triumphed back in 1998. And not only did he train the winning horse this time, he also sired the winning jockey as 19-year-old Donnacha O’Brien steered home the son of former Japanese champion Deep Impact to emulate older brother, Joseph, who also lande... |
They are the first set of brothers to taste Guineas glory since the Mercers, Joe (aboard the great Brigadier Gerard in 1971) and Manny (in 1954). A fitting achievement in the week that Ascot staged a race named after Manny, who died when kicked by a horse at the royal track in 1959. |
O’Brien was hoping, of course, to double up in the Qipco 1,000 Guineas for fillies 24 hours later. And even though it wasn’t to be, his influence could not be resisted. For winning jockey, Swaziland-born Sean Levey, who was aboard 66/1 surprise package, BILLESDON BROOK, learned his trade under the wing of the genius ea... |
Mind you, the redoubtable Ballydoyle operation was not all that linked the two Guineas victors. They were also responsible for two of the most unlikely, jaw-dropping wins of last season. Saxon Warrior looked to be on an educational day out when he made his debut at The Curragh in August. There he was just tootling alon... |
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