I provided an example of a time when a customer was very frustrated that there was a hole in the shirt she had bought. I was able to speak calmly with her and offer her a full refund, which seemed to diffuse the situation.
What they want to hear: Be so amazing (or engaging- buzzword) they forget all about age. Redirect their attention. Talk about how you relate to the youth of the day (using twitter to update assignments, prezzies, candy for showing up on time- not joking) What this means: many in the student body look for any reason to stop listening to you and start playing with their phones.
Find out as much as possible on the benefits of keeping the account and let the gentlemen know how it effects him and why he should keep it.
Understand Davids true needs as a customer. Why is he cancelling? What's changed his mind? Has Yelp provided what he truly needs? Most likely he's canceling because he isn't happy with the service or his business is failing. If it's not failing before giving up on retaining the sell follow up with opened ended questions. An then make a strong recommendation for his true needs.
With Rational Modeler, one can keep different artifacts (use cases, activity & sequence diagrams, etc) in a package. This means it has more integrated approach since dependencies among different artifacts are reflected as compared to Visio that treats every artifact independent of other artifacts.
I explained the context for my client's initial inclination and how I persuaded them to adopt a different alternative through case studies, data and postulating how their selection would impact their users in the future (creative visualization).
I do not believe any employee cannot be trained to do their job effectively. Once all possible steps have been taken and they are detrimental to the team and position and no longer interested in assisting in improvement, only then considertermination