Shocked, Appalled, and Dismayed: How To Write Letters of Complaint That Get Results by Ellen Phillips

From Barnes & Noble

The Barnes & Noble Review
Some may claim that the art of letter-writing has been one of the truly devalued crafts of the email age, but there is still no better way to get your voice heard by a customer-service department. The art of crafting the perfect complaint letter — one with just the right notes of petulance, annoyance, and "I'm sure this won't happen again" — is explored by oral-communications specialist Ellen Phillips in Shocked, Appalled, and Dismayed!

Phillips's guide to writing the ultimate "tell me you're sorry" note is filled with sample letters; some of the letters crackle with nice yet firm turns of phrase, and some sound downright angered and upset. Every occasion for complaint is covered, from restaurant woes to criminal elements in neighborhoods. In addition, appendices provide hordes of addresses so you can take your complaints further, if need be.

Anyone who wants to complain but can't find the precise words to do so would do well to invest in Shocked, Appalled, and Dismayed! This slim volume provides a valuable resource for those who want to right the wrongs inflicted on them by the outside world.

From the Publisher

How to get the best of shoddy shops, crooked car-dealerships, and heartless HMOs--without having to hire an attorney.
    
The Miss Manners of the consumer kvetch shows readers how to go postal, with complaint letters designed to melt the heart and sting the conscience of the most obdurate, negligent, or customer-hostile corporations.  

Drawing on her experience as a pen-for-hire for irate consumers--and on the advice of clients, attorneys, and CEOs--Ellen Phillips shows readers:              
- Who to write to, what to say, what to ask for  
- The names and addresses of over 600 major companies
- How to draft personal petitions covering everything from tenant-landlord disputes to workman's compensation
- Suggestions on what steps to take to avoid litigation
- Consumer Smarts for automobile buyers
- How to protect yourself from fraudulent business solicitations
- Navigating the courts to ensure the well-being of your family and children
- Help in getting proper coverage from your HMO
- And--because sometimes the world is on your side--how to write the perfect thank- you note.

Delightfully readable, easy to use, and filled with the addresses of hundreds of corporate customer relations offices and state and federal agencies, Shocked, Appalled, and Dismayed! is an essential resource for anyone who wants to reach out and scold somebody.

Katherine Hazelwood

Some of her advice...is basic. But she also deals with complicated situations, telling you exactly what to do... -- People Magazine

Product Details