Transcripts For KQED Nightly Business Report 20131220 : vima

The Holiday Shopping season. What is happening and being done to prevent it again. That and more tonight on nightly Business Report for thursday, december 19th. Welcome, on this day after that historic rally in the markets, sparked by the Federal Reserves decision to wind down the economic stimulus measures. Stocks struggled to hold on to those hard gains of yesterday, but some of them did. Trading remained in a narrow range with investors shrugging off disappointing data about jobless claims and home sales but the dow gained enough to reach an alltime closing high on track for the best week in three months. Here is how the major averages ended. The blue chip dow stocks up another 11 points and the nasdaq fell a dozen and no new record for the s p. It was down by a point today. The decision to taper the bond buying that sent the u. S. Dollar higher sent gold prices lower with the pressure metal settling at a threeyear low down at 41 an ounce today. What does the taper mean for stocks, treasuries gold and oil . The feds pull back is affecting investments in everything. Its also impac sectors in different ways. Jackie deangelis takes a closer look. Reporter a day after the feds announcement its tapering the asset purchases, the yields on the tenyear treasury note is on the rise. While many dont expect yields to spike too high, estimates between three and three and a quarter percent, there is a potential to see steeper hikes as the fed continues to wind down the program. Thats why now this wait and see period might be the time we see investors move out of sectors and into others in a market rotation. Certain sectors are especially sensitive to Interest Rates. Those could suffer in the next three to six months. Sectors like utilities, consumer staplings and health care, they can be rate sensitive for several reasons, mainly because they serve as debt and pay dividends which means they become less attracted when higher rates can be had with less risk. On the flip side, one of the big winners, the banks. They will use the rise of Interest Rates to their advantage. The fed isnt changing the rates on the shortterm end of the scale. They will keep those relatively low and Mortgage Rates are going up. That will create a bigger spread, which is good news for mortgage lending. Reporter it helped with Pricing Power like materials, industrials and Consumer Discretionary groups. They perform well when the economy is growing, which makes them less susceptible to rate fluxuations. They also tend to have lower dividend yield. Thats not to say there is no risk. Right before they started to wind down qe and ramp it up because the economy stupbled. This is a job janet yellen will have to finish. Reporter energy is an under performer and analysts see opportunity there. They are looking at names like big oil companies, exxon and chevr chevron, halliburton, schlumberger and more. More on the taper and how it drove the dollar higher in the currency market. Many economists are for a strong dollar but that may actually hurt some Multi National companies while others may see a boost from a muscular green back. Sarah eisen has more on the potential winners and losers. Reporter they are heavy weights, some of americas biggest and most Recognizable Companies doing big business overseas get hit by a strger u. S. Dollar, and now that the fed made its move. The committee decided starting next month to modestly reduce the pace, at which it is increasing the size of the balance sheet. Reporter the Federal Reserve is scaling back the stimulus and that helped lead to a stronger dollar. The value may rise eight to 10 next year. Its a double whammy for the bottom line of Companies Like caterpillar. Take cocacola which sexuactual gets the majority of the sales. Those cokes sold in other countries are more expensive for consumers and the foreign profit is worth less money when coke brings it back home. It may hurt profit. Mcdonalds is already feeling the impact. The company says profit in japan will drop by almost 60 in the year thanks to the dollar surge in the japanese yen. Other big names with big overseas exposure, proctor and gamble andtive knee. Its not harmful to everyone. The immediate aftermath, the dollar strengthen which is good for domestically based companies with domestic revenues. Reporter the strong dollar historically created winning opportunities for certain industries. Retail, health care, software and services are among them. They do their business in dollars here in the united states. For nightly Business Report, im sarah eisen. So what does the taper mean for your portfolio and is it time to taperproof your investments . We turn to the chairman and ceo of revenue shares. Vince, thanks for coming on the program. Thank you, good to be here. Before we get into strategies what people should do with the portfolio, start us off with is the taper a good thing . How should investors be feeling about the taper, or is trouble ahead . I think its very good that the taper is occurring. It probably went a little further than what they wanted to do because its kind of artificially kept Interest Rates lower, which makes it difficult for banks to commit capital and make longterm loans for businesses and mortgages. Its having a negative effect and its good to get rid of it, and the faster, the better in my view. Youre in philadelphia, vince, one of my good friends in fellow, philadelphia jack boog l says dont just do something, stand there. Is this the time you want to do less, rather than more in your portfolio . Well, i think so, tyler. That is a good strategy as to just stay long with the stock market, over wait the stock market now and over wait Corporate Bonds. Obviously, youre saying by implication stay away from treasuries. I assume you mostly mean longer term treasuries, and stay away from reets, which might be sensitive to Interest Rate moves. Thats right. I think the reet market, the entire market in the financial sector, the real estate trustings, some are training from five to ten times one year annual revenue which is unsustainable. I would stay away from that. In terms of corporate bond, we may be in an era not dissimilar to the 40s, 50s and 60s, the rates will rise slightly but not by much. Lets talk a little bit about stocks. Stay into stocks. Lets go into that deeper, what kind of stocks, what sectors and u. S. Or international . Well, you know, when were in an economic recovery and we are, what we monitor is the Revenue Growth of the s p 500 and moved up from 1. 8 to about 2. 8 . What that means for stocks, especially globally, if we continue expanding the revenues and they grow just a little bit more, we get to four and five percent and the normal is around six to seven, this is good news for emerging markets and good news for large cap stocks because they have really cut costs over the last several years, and thats going to be bottom line top line numbers going to hit the bottom line and a much bigger way going forward. Big cap, small caps, no caps, what . Well, the large caps, but i think the mid cap and small caps, although they will do well, i do think and they have been doing well for the last ten, 12 years, i think large caps will out perform. If the economy can grow and revenues can grow to five or six percent, you want to be more concentrated on large cap. We have a few seconds left, when should investors begin the taper . Do it now or wait . Well, i think that right now what they should be doing is for the bond portfolios is over waiting the Corporate Bonds, go into mortgages, mortgages, Corporate Bonds and high yield. I think the economy will be strong enough, we wont have problems on high yield and begin to move there. I woulalso look at dividend paying stocks. I would be moving into utilities and Energy Stocks right now. Id over wait those sectors. Okay. All right. Well leave it there. A lot of good information. Thanks so much. As we mentioned earlier, a real set back in the Housing Market for a change here. The sales of existing homes unexpectedly fell in november down for the third month in a row to the lowest level for a year. High prices on those previously occupied homes with rising Mortgage Rates are to blame for the drop in sales last month. No drop today in shares of Bristol Myers hitting 52week highs for a time after astrazenika will sell a diabetes drug allowing bristolmyers to focus on something else, like a cancer drug. Reporter this seems to be about diabetes drugs, but its really not. Bristolmyers stopped selling in a joijt venture to invest more in cancer drugs. Experts say this is a big move for bristolmyers. It allows them to monetize an unprofitable business, the diabetes business and invest it for much more potential in longterm growth. Reporter diabetes has gotten a lot of attention thanks to the epidemic status. According to evaluate pharma, second to Central Nervous treatments for diseases like alzheimers and that number is expected to grow at about eight percent a year. A Bristol Myers spokesperson says the potential for longer term survival in certain cancers. Its something the drug maker believes will lead to a quote transformational shift in how the disease is treated, and it may be right. As soon as doctors figure out the genetics of a tumor, person and the immune system, that opens up a brave new world for new chemotherapy drugs. The big concern is how much do we personalize chemotherapy and how much can we afford it. With cancer treatments costing 106,000 a year, its also a big business. In fact, Analysts Expect Pharma Companies to allocate more to cancer treatment. And still ahead, complain like a pro as shopper d dissatisfaction rises, how to get your question solved quickly. The answer coming up. As we first told you last night, there is troubling news from target. The names, birth dates, account numbers and even three digit security codes from 40 million credit and debit card accounts may have been stolen from thieves. Mary thompson has more details on this startling breach of security. How are you this morning . Reporter cyber thieves putting a bulls eye on targets back and hitting up to 40 million customers in a massive data breach. This puts it into one of the largest data breaches in history. Reporter target says the breach ran for 19 days from the day before thanksgiving to sunday, december 15th. Those impacted, shoppers using their credit and debit card for purchases at targets 1800 storms. Online customers werent affe affected but the breach made her think twice. I would rather use cash. You know youre not going to wounder if somebody else gets your information. Reporter target didnt say how the information was accessed, but said it included a customers name, card numbers, a card expertation date and security code, known as track data its stored on the cards stripe. Analysts says this information has a higher price on the black market than information from online purchases. The reason the track data is so much more valuable, thats what you need to create a counter fit card. If you steal data from an internet merchant where they dont have the physical card, you cant go use that at a store. Reporter purchases with a physical card at a store are harder to trace than online so fake cards are more appealing. They are working to identify the thieves and security analysts john suggesting those clients take steps to secure their information. You probably have to cancel your card and get a new one reissued. If there are fraud charges, let your Credit Card Company know, they will refund them. There shouldnt be an outofpocket cost for you. Reporter for a retailer that said to expect more and pay less, the breach costing the Clients Trust and possibly sales ahead of the lastminute christmas rush. For nightly Business Report, im mary thompson. To learn more how it could impact holiday sales, head to nbr. Com. Nike presented a quarterly rise and thats where we begin the market focus. Higher selling prices and revenue around the world helped the Sports Apparel maker up the net income. The company did however slightly miss the forecast on revenue and shares ended lower at 78. 26. Dardon is selling or spinning off the red lobster chain after being pressureed to break up the businesses. The Restaurant Operator also reported disappointing results, the quarterly profits fell by 41 . In an effort to affect a turn around, it said it wont open new eateries or buy new chains and that didnt impress investors. Shares off to 51. 02. Strong demand for cheaper rvs helped winnebago, missed wall street sales estimates. Now shares plummeted more than 13. 5 , 27. 32 the close. Shares of carnival rose after supporting a small but surprising profit. The cruise operator beat analysts forecast thanks to higher tech et revenue and on board spending. Carnival has been in combat mode after a series of bad accidents on the cruise ships. The stock rose 2. 5 to 38 and che change. Profits at kb homes went up but despite that, earnings came in well below estimates. The bottom line was hurt by a drop in sales on the west coast. The stock fell 6 to 16. 47. By contrast, conagra foots drew sales. The food giant gave a strong profit forecast for the year. That sent shares up more than 5 to 33. 47. Holiday season, of course, the busiest time of year for retailers and the time of year when customer complaints are highest. Shipments that dont arrive, leather straps that go snap and products that dont work. How do you turn customer dissatisfaction into a good outcome . We asked about shoppers get what you deserve. Elizabeth, welcome. I want to start, before we get to some tips and they are helpful, if your general impression of whether Customer Service in america is Getting Better or worse, what do you think . I think certain retailers are making it a selling point. If you look at Department Stores for example, they are fighting for cheaper online competitors and so they are using Customer Service as a selling point to draw people in. They are saying hey, come shop in our stores. If you have a problem, well help you solve it. For some they are definitely doubling down on it. So some of them are saying the customer still is king, right . Absolutely. Lets go down dos and donts. We say there is an art how to complain. So, lets go over some of these real quickly about what to do and not to do. Time your complaint carefully. Tell us about that. Yes, if you have to call a call center, they are open 365 days a year 24 hours a day. Maybe not the best to call saturday on a saturday at midnight. You might not get the front line. If you have a more complicated problem, it might be best to wait until a weekday business hour time. What should my posture or attitude be as im on the phone with them . Does sugar work better than vinegar . Thats what my mom used to say. Kill them with kindness. Whether on the phone or in person, youre talking to another human being and chances are the person you are reaching to solve your problem didnt cause your problem. If you go at them and say hey, listen, that is what happened, bedetailed and dont get too emotional and say can you help me . That will let the person give you their full consideration. Kill them with kindness. So hard to do that when youre angry. You say dont let it escalate by asking for the manager, at least, not right away, why is that . Some people go guns blazing, i want to speak to a supervisor right away. Chances are your problem, unless really complicated can be solved. So have a thorough conversation with that person and if after some time youre not getting the resolution you want and you think thats a realistic resolution to ask for, ask for a manager. The person that picks up the phone is trying to help you, so give them a shot. Does it help me when i go in what i want, what the remedy it is im seeking . I want you to take the goods back, give me a store credit, 10 extra dollars of bonus bucks for my troubles, Something Like that . Set expectations early on. Say what youre looking for. Chances are the retailer wont offer up the store. They wont do something for you if you dont ask. If you go in and set a realless tick and say i want free shipping, i want you to replace this and overnight it to me. If you make that really clear, they will try and deliver that for you. So any bottom line final advice on, you know, how to hand ill it so you get what you want . First of all, speak up. A lot of people leave the store in a huff. The store doesnt like that. Chances are they are losing your business and you dont get much out of it. Voice your complaint. Try and be nice. Its a very stressful time. Everybody is time starved. Youre looking for a resolution quickly, but if you can go in and be calm and kind, chances are youre going to get more out of it. You seem very nice elizabeth. Do you ever get angry . I listen to so many angry calls for this story. I was it was an eye opening experience to see how mad people get so quickly, so it reminded me spread a little holiday cheer, if you will. Thank you very much. Enjoyed the piece in the wall street journal. When you think of intel, you probably think of chips but the company is about more, including robo robots. How safe would the car youre driving be in a crash . If its a honda, acura, subaru or volvo, youre in luck. They were the safest. 22 models that have collision avoiding systems were designated as top safety pick plus cars, including six made by honda. Another 17 earned top safety pick status including one each from ford, chevrolet, dodge and chrysler. And returning to the list this year, the nations best selling sedan, the toyota camry. To read more, go to nbr. Com. Intel is at the top of the computer chip industry but also become a major force in the Holiday Shopping<\/a> season. What is happening and being done to prevent it again. That and more tonight on nightly Business Report<\/a> for thursday, december 19th. Welcome, on this day after that historic rally in the markets, sparked by the Federal Reserve<\/a>s decision to wind down the economic stimulus measures. Stocks struggled to hold on to those hard gains of yesterday, but some of them did. Trading remained in a narrow range with investors shrugging off disappointing data about jobless claims and home sales but the dow gained enough to reach an alltime closing high on track for the best week in three months. Here is how the major averages ended. The blue chip dow stocks up another 11 points and the nasdaq fell a dozen and no new record for the s p. It was down by a point today. The decision to taper the bond buying that sent the u. S. Dollar higher sent gold prices lower with the pressure metal settling at a threeyear low down at 41 an ounce today. What does the taper mean for stocks, treasuries gold and oil . The feds pull back is affecting investments in everything. Its also impac sectors in different ways. Jackie deangelis takes a closer look. Reporter a day after the feds announcement its tapering the asset purchases, the yields on the tenyear treasury note is on the rise. While many dont expect yields to spike too high, estimates between three and three and a quarter percent, there is a potential to see steeper hikes as the fed continues to wind down the program. Thats why now this wait and see period might be the time we see investors move out of sectors and into others in a market rotation. Certain sectors are especially sensitive to Interest Rates<\/a>. Those could suffer in the next three to six months. Sectors like utilities, consumer staplings and health care, they can be rate sensitive for several reasons, mainly because they serve as debt and pay dividends which means they become less attracted when higher rates can be had with less risk. On the flip side, one of the big winners, the banks. They will use the rise of Interest Rates<\/a> to their advantage. The fed isnt changing the rates on the shortterm end of the scale. They will keep those relatively low and Mortgage Rates<\/a> are going up. That will create a bigger spread, which is good news for mortgage lending. Reporter it helped with Pricing Power<\/a> like materials, industrials and Consumer Discretionary<\/a> groups. They perform well when the economy is growing, which makes them less susceptible to rate fluxuations. They also tend to have lower dividend yield. Thats not to say there is no risk. Right before they started to wind down qe and ramp it up because the economy stupbled. This is a job janet yellen will have to finish. Reporter energy is an under performer and analysts see opportunity there. They are looking at names like big oil companies, exxon and chevr chevron, halliburton, schlumberger and more. More on the taper and how it drove the dollar higher in the currency market. Many economists are for a strong dollar but that may actually hurt some Multi National<\/a> companies while others may see a boost from a muscular green back. Sarah eisen has more on the potential winners and losers. Reporter they are heavy weights, some of americas biggest and most Recognizable Companies<\/a> doing big business overseas get hit by a strger u. S. Dollar, and now that the fed made its move. The committee decided starting next month to modestly reduce the pace, at which it is increasing the size of the balance sheet. Reporter the Federal Reserve<\/a> is scaling back the stimulus and that helped lead to a stronger dollar. The value may rise eight to 10 next year. Its a double whammy for the bottom line of Companies Like<\/a> caterpillar. Take cocacola which sexuactual gets the majority of the sales. Those cokes sold in other countries are more expensive for consumers and the foreign profit is worth less money when coke brings it back home. It may hurt profit. Mcdonalds is already feeling the impact. The company says profit in japan will drop by almost 60 in the year thanks to the dollar surge in the japanese yen. Other big names with big overseas exposure, proctor and gamble andtive knee. Its not harmful to everyone. The immediate aftermath, the dollar strengthen which is good for domestically based companies with domestic revenues. Reporter the strong dollar historically created winning opportunities for certain industries. Retail, health care, software and services are among them. They do their business in dollars here in the united states. For nightly Business Report<\/a>, im sarah eisen. So what does the taper mean for your portfolio and is it time to taperproof your investments . We turn to the chairman and ceo of revenue shares. Vince, thanks for coming on the program. Thank you, good to be here. Before we get into strategies what people should do with the portfolio, start us off with is the taper a good thing . How should investors be feeling about the taper, or is trouble ahead . I think its very good that the taper is occurring. It probably went a little further than what they wanted to do because its kind of artificially kept Interest Rates<\/a> lower, which makes it difficult for banks to commit capital and make longterm loans for businesses and mortgages. Its having a negative effect and its good to get rid of it, and the faster, the better in my view. Youre in philadelphia, vince, one of my good friends in fellow, philadelphia jack boog l says dont just do something, stand there. Is this the time you want to do less, rather than more in your portfolio . Well, i think so, tyler. That is a good strategy as to just stay long with the stock market, over wait the stock market now and over wait Corporate Bonds<\/a>. Obviously, youre saying by implication stay away from treasuries. I assume you mostly mean longer term treasuries, and stay away from reets, which might be sensitive to Interest Rate<\/a> moves. Thats right. I think the reet market, the entire market in the financial sector, the real estate trustings, some are training from five to ten times one year annual revenue which is unsustainable. I would stay away from that. In terms of corporate bond, we may be in an era not dissimilar to the 40s, 50s and 60s, the rates will rise slightly but not by much. Lets talk a little bit about stocks. Stay into stocks. Lets go into that deeper, what kind of stocks, what sectors and u. S. Or international . Well, you know, when were in an economic recovery and we are, what we monitor is the Revenue Growth<\/a> of the s p 500 and moved up from 1. 8 to about 2. 8 . What that means for stocks, especially globally, if we continue expanding the revenues and they grow just a little bit more, we get to four and five percent and the normal is around six to seven, this is good news for emerging markets and good news for large cap stocks because they have really cut costs over the last several years, and thats going to be bottom line top line numbers going to hit the bottom line and a much bigger way going forward. Big cap, small caps, no caps, what . Well, the large caps, but i think the mid cap and small caps, although they will do well, i do think and they have been doing well for the last ten, 12 years, i think large caps will out perform. If the economy can grow and revenues can grow to five or six percent, you want to be more concentrated on large cap. We have a few seconds left, when should investors begin the taper . Do it now or wait . Well, i think that right now what they should be doing is for the bond portfolios is over waiting the Corporate Bonds<\/a>, go into mortgages, mortgages, Corporate Bonds<\/a> and high yield. I think the economy will be strong enough, we wont have problems on high yield and begin to move there. I woulalso look at dividend paying stocks. I would be moving into utilities and Energy Stocks<\/a> right now. Id over wait those sectors. Okay. All right. Well leave it there. A lot of good information. Thanks so much. As we mentioned earlier, a real set back in the Housing Market<\/a> for a change here. The sales of existing homes unexpectedly fell in november down for the third month in a row to the lowest level for a year. High prices on those previously occupied homes with rising Mortgage Rates<\/a> are to blame for the drop in sales last month. No drop today in shares of Bristol Myers<\/a> hitting 52week highs for a time after astrazenika will sell a diabetes drug allowing bristolmyers to focus on something else, like a cancer drug. Reporter this seems to be about diabetes drugs, but its really not. Bristolmyers stopped selling in a joijt venture to invest more in cancer drugs. Experts say this is a big move for bristolmyers. It allows them to monetize an unprofitable business, the diabetes business and invest it for much more potential in longterm growth. Reporter diabetes has gotten a lot of attention thanks to the epidemic status. According to evaluate pharma, second to Central Nervous<\/a> treatments for diseases like alzheimers and that number is expected to grow at about eight percent a year. A Bristol Myers<\/a> spokesperson says the potential for longer term survival in certain cancers. Its something the drug maker believes will lead to a quote transformational shift in how the disease is treated, and it may be right. As soon as doctors figure out the genetics of a tumor, person and the immune system, that opens up a brave new world for new chemotherapy drugs. The big concern is how much do we personalize chemotherapy and how much can we afford it. With cancer treatments costing 106,000 a year, its also a big business. In fact, Analysts Expect<\/a> Pharma Companies<\/a> to allocate more to cancer treatment. And still ahead, complain like a pro as shopper d dissatisfaction rises, how to get your question solved quickly. The answer coming up. As we first told you last night, there is troubling news from target. The names, birth dates, account numbers and even three digit security codes from 40 million credit and debit card accounts may have been stolen from thieves. Mary thompson has more details on this startling breach of security. How are you this morning . Reporter cyber thieves putting a bulls eye on targets back and hitting up to 40 million customers in a massive data breach. This puts it into one of the largest data breaches in history. Reporter target says the breach ran for 19 days from the day before thanksgiving to sunday, december 15th. Those impacted, shoppers using their credit and debit card for purchases at targets 1800 storms. Online customers werent affe affected but the breach made her think twice. I would rather use cash. You know youre not going to wounder if somebody else gets your information. Reporter target didnt say how the information was accessed, but said it included a customers name, card numbers, a card expertation date and security code, known as track data its stored on the cards stripe. Analysts says this information has a higher price on the black market than information from online purchases. The reason the track data is so much more valuable, thats what you need to create a counter fit card. If you steal data from an internet merchant where they dont have the physical card, you cant go use that at a store. Reporter purchases with a physical card at a store are harder to trace than online so fake cards are more appealing. They are working to identify the thieves and security analysts john suggesting those clients take steps to secure their information. You probably have to cancel your card and get a new one reissued. If there are fraud charges, let your Credit Card Company<\/a> know, they will refund them. There shouldnt be an outofpocket cost for you. Reporter for a retailer that said to expect more and pay less, the breach costing the Clients Trust<\/a> and possibly sales ahead of the lastminute christmas rush. For nightly Business Report<\/a>, im mary thompson. To learn more how it could impact holiday sales, head to nbr. Com. Nike presented a quarterly rise and thats where we begin the market focus. Higher selling prices and revenue around the world helped the Sports Apparel<\/a> maker up the net income. The company did however slightly miss the forecast on revenue and shares ended lower at 78. 26. Dardon is selling or spinning off the red lobster chain after being pressureed to break up the businesses. The Restaurant Operator<\/a> also reported disappointing results, the quarterly profits fell by 41 . In an effort to affect a turn around, it said it wont open new eateries or buy new chains and that didnt impress investors. Shares off to 51. 02. Strong demand for cheaper rvs helped winnebago, missed wall street sales estimates. Now shares plummeted more than 13. 5 , 27. 32 the close. Shares of carnival rose after supporting a small but surprising profit. The cruise operator beat analysts forecast thanks to higher tech et revenue and on board spending. Carnival has been in combat mode after a series of bad accidents on the cruise ships. The stock rose 2. 5 to 38 and che change. Profits at kb homes went up but despite that, earnings came in well below estimates. The bottom line was hurt by a drop in sales on the west coast. The stock fell 6 to 16. 47. By contrast, conagra foots drew sales. The food giant gave a strong profit forecast for the year. That sent shares up more than 5 to 33. 47. Holiday season, of course, the busiest time of year for retailers and the time of year when customer complaints are highest. Shipments that dont arrive, leather straps that go snap and products that dont work. How do you turn customer dissatisfaction into a good outcome . We asked about shoppers get what you deserve. Elizabeth, welcome. I want to start, before we get to some tips and they are helpful, if your general impression of whether Customer Service<\/a> in america is Getting Better<\/a> or worse, what do you think . I think certain retailers are making it a selling point. If you look at Department Stores<\/a> for example, they are fighting for cheaper online competitors and so they are using Customer Service<\/a> as a selling point to draw people in. They are saying hey, come shop in our stores. If you have a problem, well help you solve it. For some they are definitely doubling down on it. So some of them are saying the customer still is king, right . Absolutely. Lets go down dos and donts. We say there is an art how to complain. So, lets go over some of these real quickly about what to do and not to do. Time your complaint carefully. Tell us about that. Yes, if you have to call a call center, they are open 365 days a year 24 hours a day. Maybe not the best to call saturday on a saturday at midnight. You might not get the front line. If you have a more complicated problem, it might be best to wait until a weekday business hour time. What should my posture or attitude be as im on the phone with them . Does sugar work better than vinegar . Thats what my mom used to say. Kill them with kindness. Whether on the phone or in person, youre talking to another human being and chances are the person you are reaching to solve your problem didnt cause your problem. If you go at them and say hey, listen, that is what happened, bedetailed and dont get too emotional and say can you help me . That will let the person give you their full consideration. Kill them with kindness. So hard to do that when youre angry. You say dont let it escalate by asking for the manager, at least, not right away, why is that . Some people go guns blazing, i want to speak to a supervisor right away. Chances are your problem, unless really complicated can be solved. So have a thorough conversation with that person and if after some time youre not getting the resolution you want and you think thats a realistic resolution to ask for, ask for a manager. The person that picks up the phone is trying to help you, so give them a shot. Does it help me when i go in what i want, what the remedy it is im seeking . I want you to take the goods back, give me a store credit, 10 extra dollars of bonus bucks for my troubles, Something Like<\/a> that . Set expectations early on. Say what youre looking for. Chances are the retailer wont offer up the store. They wont do something for you if you dont ask. If you go in and set a realless tick and say i want free shipping, i want you to replace this and overnight it to me. If you make that really clear, they will try and deliver that for you. So any bottom line final advice on, you know, how to hand ill it so you get what you want . First of all, speak up. A lot of people leave the store in a huff. The store doesnt like that. Chances are they are losing your business and you dont get much out of it. Voice your complaint. Try and be nice. Its a very stressful time. Everybody is time starved. Youre looking for a resolution quickly, but if you can go in and be calm and kind, chances are youre going to get more out of it. You seem very nice elizabeth. Do you ever get angry . I listen to so many angry calls for this story. I was it was an eye opening experience to see how mad people get so quickly, so it reminded me spread a little holiday cheer, if you will. Thank you very much. Enjoyed the piece in the wall street journal. When you think of intel, you probably think of chips but the company is about more, including robo robots. How safe would the car youre driving be in a crash . If its a honda, acura, subaru or volvo, youre in luck. They were the safest. 22 models that have collision avoiding systems were designated as top safety pick plus cars, including six made by honda. Another 17 earned top safety pick status including one each from ford, chevrolet, dodge and chrysler. And returning to the list this year, the nations best selling sedan, the toyota camry. To read more, go to nbr. Com. Intel is at the top of the computer chip industry but also become a major force in the Cutting Edge Development<\/a> of robotics, including something called perception computing. A live look into the robotics lab, and what the chip maker is working on. Reporter inside intels headquarters in santa clara, california a robot is hard at work. Its name is okulus and testing a tablet, zooming in on the screen, swiping past pages. Its doing all this so you can have a better experience when using the tablet yourself. No tv cameras have ever been inside this robot lab before but this is where a team uses robots to improve phones, tablets and notebooks. Intel first sent psychologists around the country who gather information on how thousands of people interact. That is fed and can measure the quality of experience in precise ways engineers can understand and use to make products better. Is your tablet providing a smooth scrolling experience. Does your smart phone let you zoom in with ease . Okulous can tell you. A few feet, inside a sound proof room, there is also andy, otherwise known in the lab as atitas. He measures the clarity of the audio coming out of a phone. He wouldnt tell us who any of intels customers are, but that are among the worlds biggest phone and tablet makers. They will always their have their hands full because device is have to constantly improve and that means robots must adjust as peoples expectations change. They see friends with a new device and say wait a minute, thats way better than the one i have. Now their expectations are up here, even though the device they own is down here. Reporter inside the lab, engineers keep working to make your devices smaller and easier to use. Josh lipton, nightly Business Report<\/a>, silicon valley. And finally tonight, a user of the website read it who signed up for a secret Santa Exchange<\/a> got the gift of a lifetime when she opened her present and realized it was from bill gates. In the gift box was a card that read to rachel from bill with a travel book and stuffed cow but the big present turned out to be a donation in her name of an actual cow to a charity called Heifer International<\/a> that funds education and Small Farmers<\/a> around the world and he sent a picture of himself. There it is. We just saw it. Wonder how much it was. Very cool. Thats nightly Business Report<\/a> for tonight. Im susie gharib, thanks for being with us. Im tyler mathisen. Have a great night, everything. Hope to see you back tomorrow. Thestreet. Com u up to the minute Stock Market News<\/a> and in depth analysis. Our quant Rating Service<\/a> provides objective independent ratings daily on over 4300 stocks. Learn more at the street. Com nbr. Explore new worlds and new ideas through programs like this, made available for everyone through contributions to your pbs station from viewers like you. Thank you. Welcome to classical rewind. Im martin goldsmith, and this is my music. Tonight were going to take you back with some real oldies from the 16th and 17th centuries. Well meet many of the great masters and tell their stories. I promise you an exhilarating ride. Along the way youre likely to hear melodies that you know but perhaps you dont know why. 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