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

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Overview

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 ...

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

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Overview

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.

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Editorial Reviews

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.

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

  • ISBN-13: 9780375701207
  • Publisher: Knopf Doubleday Publishing Group
  • Publication date: 12/28/1998
  • Series: Vintage Original Series
  • Pages: 333
  • Sales rank: 484,575
  • Product dimensions: 5.37 (w) x 7.98 (h) x 0.77 (d)

Meet the Author

A consumer consultant, Ellen Haygood Phillips is the founder of Poison Pen, Inc. She lives in Alexandria, Virginia.
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Customer Reviews

Average Rating 5
( 5 )
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Sort by: Showing all of 5 Customer Reviews
  • Anonymous

    Posted July 1, 2000

    Companies benefit from Shocked, Appalled, and Dismayed

    As a customer sales supervisor, I'm reviewing from the opposite end of the spectrum. I used Phillips' book as a training tool for our small company and could immediately see the differences in the interplay between our representatives and our customers. My personnel now know how to avoid complaints when possible and I don't anticipate any company complaints in the future!

    1 out of 1 people found this review helpful.

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  • Anonymous

    Posted August 23, 2013

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  • Anonymous

    Posted September 11, 2004

    Cost Little, Pays Much

    I don't have room to write about the many refunds and compensation I've received, thanks to Phillips and her books. A racing boat trailor, 10 months of phone service credit and over $1500 in medical insurance reimbursement are only a few. My family and I always keep Mrs. Phillips in our prayers as a way of saying 'Thank you.'

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  • Anonymous

    Posted October 30, 2002

    This book saved my vacation

    Because of illness, my husband and I were unable to make our Caribbean trip earlier in October. Using Phillips' book, I wrote the airline (had refused to honor our ticket at a later time because of its new rule)and presented all information per the author's advice. My husband and I will fly out for Christmas! Can't wait to read her new book before the end of the year; in fact, I think I'll give both books as holiday gifts!

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  • Anonymous

    Posted June 5, 2001

    Simply the best book for consumers

    I used Phillips book a long time ago and what a great success. I was thrilled to see her on 'Oprah' last week and to learn that her advice is still at the top of the media list. Shocked Appalled, and Dismayed gives every technique, hint, sample letter, who to write to and exactly what to say - you name it, the book includes it. What worked (and works) for me will do the same for you.

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