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

If your dry cleaning’s been ruined or your new car turns out to be a lemon, don’t get mad — get an apology, your money back, or someone fired. That’s what Ellen Phillips, founder of Ellen’s Poison Pen, does for her clients. Some of her advice in Shocked, Appalled, and Dismayed: How to Write Letters of Complaint That Get Results — keep receipts, document everything — is basic. But she also deals with complicated situations, telling you exactly what to do if your bank insists you haven’t deposited a check and you know you have, or what your legal rights are at the airport after your flight’s been canceled. The best part: dozens of industry-specific sample letters, to help you deal with airlines, car dealers, and HMOs, as well as the addresses and phone numbers of consumer agencies, publications, and services. A

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