Obstacles can't stop you. Problems can't stop you. Most of all, other people can't stop you. Only you can stop you.
Jeffrey GitomerThe key in mastering any kind of sales is switching statements about you and how great you are and what you do, to statements about them, and how great they are and how they will produce more and profit more from ownership of your product or service.
Jeffrey GitomerThe biggest reason that positive endings don't happen is because employees are trained on policies and rules rather than principles.
Jeffrey GitomerThe best way to apologize is to let the customer vent first. Don't interrupt, just take notes and make empathetic noises. You can even tell the customer that it makes you mad too. Second, ask the customer what their speed of need is. Tell them what they ant to hear. That you apologize, that you understand how they feel, that you are meeting with the appropriate people to get a resolve, and that it will be done in 24-hours.
Jeffrey Gitomer