I needed to call one of my credit card company’s customer service personnel to get a late charge (and interest penalties) waived. The charges were legitimate and completely due to an oversight on my part. Two days earlier I had paid the account balance in full.
As the FBI’s former lead international kidnapping negotiator, I teach a business negotiation course at Georgetown University’s McDonough School of Business in the M.B.A. program. I consistently apply hostage negotiation principles to my business and personal negotiations to gain an edge and to leave my counterparts feeling good about dealing with me.
Here are the rules: