Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results [Paperback]

Ellen Phillips (Author)

Book Description

Series: Vintage Original | Publication Date: December 22, 1998

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.

Editorial Reviews

Amazon.com Review

Rarely does a day go by when most of us do not have to deal with surly salespeople, cheaply made products, or vast and indifferent bureaucracies. Most of us endure this with a stoicism worthy of Seneca himself. After all, what's the use of complaining? It all seems to fall on deaf ears, anyway.

But the world needn't be like this, according to Ellen Phillips, consumer consultant and founder of Ellen's Poison Pen, Inc. Since 1988, Phillips has been helping frustrated consumers to get refunds and apologies from everyone from the corner druggist to massive insurance agencies. In her book, Shocked, Appalled, and Dismayed!, Phillips shares the secrets of writing letters of complaint that get results. The first few chapters cover the general dos and don'ts of writing effective letters of complaint (remain calm, use polite language), along with useful advice from legal experts (don't embellish, stick to the facts).

The chapters that follow target specific problems we all face at some time in our lives, ranging from getting bumped from a flight to the secrets of successfully dealing with your HMO. Each chapter contains bullet points, illustrative anecdotes, and a number of example letters, most of which were based on actual letters sent on behalf of Phillips's clients. On top of all this, Phillips also provides an appendix listing the names and addresses of over 600 major companies, government agencies, and consumer organizations. Phillips believes that we should get what we pay for, and after reading her book, you'll be able to stand up for your rights with confidence.

From the Inside Flap

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.

See all Editorial Reviews

Product Details

• Paperback: 352 pages
• Publisher: Vintage (December 22, 1998)
• Language: English
• ISBN-10: 0375701206
• ISBN-13: 978-0375701207
• Product Dimensions: 5.4 x 0.8 x 8 inches
• Shipping Weight: 8.8 ounces (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars  See all reviews (53 customer reviews)
• Amazon Best Sellers Rank: #389,007 in Books (See Top 100 in Books)

More About the Author

Ellen Phillips, consumer advocate and international consultant for both consumers and companies, is the founder and President of Ellen Phillips, Inc. Mrs. Phillips has been featured in newspapers across the country, such as the New York Times, the Dallas Morning News, and the Washington Post, and the subject of numerous national print and television media, including People, SmartMoney, Woman's Day and Good Morning America, the Today Show, and Oprah. To empower consumers and help them fight for their rights, she authored Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results and Fight Back and Win! How to Work With Business and Get What You Want.

A retired Virginia educator, Phillips writes the "Consumer Watch" column for the Chattanooga(TN) Times Free Press. Her e-mail address is [e-mail]; her web site, currently under revision, is www.ellenphillipsinc.com.

Customer Reviews

Most Helpful Customer Reviews

16 of 16 people found the following review helpful:

5.0 out of 5 stars EVERY CONSUMER NEEDS THIS BOOK!, June 1, 2001

By 

Sandra D. Peters "Seagull Books" (Prince Edward Island, Canada) - See all my reviews
(REAL NAME)   

This review is from: Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results (Paperback)

One of the components I teach as part of my business management program deals with effective customer service. If you are not happy with a product or service, it is important to any company that individuals do complain. It is not what you say but how you say it, and where you take the complaint, that is critical. After all, if it was your business, would you prefer customers tell you when they are not happy, or would you rather they tell the rest of the world. Statistics show that on an average, individuals will tell nine others when they receive an unsatisfactory service/product. Each of those nine people will, in turn, tell nine more people; thus, the number escalates.

It is important the customer address the complaint to those with the power to make the necessary changes and/or the authority to deal with the problem. In other words, do not take your frustration out on the receptionist, clerk, waitress, etc. even if he or she is part of the problem. All complaints should be in writing and many companies will not deal with complaints or take them seriously, depending, of course, on the nature of the problem, unless the complaint is a written one. The downside is that not all companies have sufficient managment training (even if they, themselves, thoroughly believe they do) to know that constructive customer criticism is doing their company a justice by bringing the complaint to their attention. As a result, many complaints are ignored completely, a good number receive nothing more than a defensive response, and others take FOREVER to be resolved in a satisfactory manner.

This book offers excellent advice on how to properly write a letter of complaint and, hopefully, get the results you deserve. It advises what to do and what not to do, and the importance of sticking to the facts while not over-exaggerating. You should also write the letter when you are cool, calm and collected, not in a moment of heated frenzy, anger and frustration. This book is an excellent resource book for both individuals and companies who deal with suppliers, and is highly recommended.

15 of 15 people found the following review helpful:

5.0 out of 5 stars I'm not surprised [this runs] out of stock., June 4, 2001

By 

Eleanor Burnett (Ft. Collins, CO) - See all my reviews

This review is from: Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results (Paperback)

I learned about Phillips years ago and immediately bought her book upon publication. What a delight to see her on "Oprah" last week and to know that her techniques are still working as great as they did, once upon a time with regards to my own problems.

Shocked, appalled and Dismayed is the best consumer book around, as far as I'm concerned. It details every aspect of writing not just a complaint letter (about every kind of situation) but every other kind of letter that falls within that realm. Tried and tru tips, wonderful advice, sample letters, easy steps - I could go on and on. Suffice it to conclude with the fact that Shocked, Appaled and Dismayed worked for me and I know it'll work for you.

11 of 11 people found the following review helpful:

5.0 out of 5 stars Is Ellen Phillips My Mother?, August 30, 2001

By A Customer

This review is from: Shocked, Appalled, and Dismayed! How to Write Letters of Complaint That Get Results (Paperback)

My mother was usually right, even when I didn't think so at the time. Phillips has been right every time I go to her book for a specific problem. With her well crafted and entertaining advice and her sample letters and templates, Shocked, Appalled, and Dismayed is now my book of choice. So far, Phillips and her book have netted me over $3,000 in various refunds. She's a lot cheaper than a lawyer or a therapist (and cuter, too, according to the newest photo I've seen of her in this month's Woman's Day). You're the best, "Mom."