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

by Ellen Phillips

Book 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...

• Format: Paperback
• Language: English
• ISBN: 0375701206
• ISBN13: 9780375701207
• Release Date: December 1998
• Publisher: Vintage
• Length: 352 Pages
• Weight: 0.70 lbs.
• Dimensions: 0.8" x 5.2" x 8.1"

Customer Reviews

Is Ellen Phillips My Mother?

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."

This Book is a MUST and you WILL get results!!!

This is a GREAT resource (and entertaining with Ms. Phillips Erma Bombeck type of southern humor!)book that should be on every consumer's shelf! She showed me how to get literally thousands of dollars back from company's trying to rip me off. I got everything from as little as credits on my cable bill to thousands of dollars in construction on my house! I can't wait to buy her next released book and see how she keeps helping me to turn my pen into a mighty sword against so many that owe me. I also used this book to learn to write other types of letters which got positive results as well. I saw Ms. Phillips on "Oprah" recently and even "To Tell The Truth" and I was so impressed! A must have book!!!

I'm not surprised [this runs] out of stock.

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.

EVERY CONSUMER NEEDS THIS BOOK!

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.

Shocked, Appalled, and Dismayed! Deserves TEN Stars!

I only wish Phillips had written her book years earlier before I wasted so much time and energy on letters that DIDN'T work. Her first hint - to calm down - (I didn't)is only the start of so much superlative advice to achieve consumers' desired results.While this book is full of funny anecdotes and language, the really important information is how to protect ourselves from shoddy products and services and then, if we fail to follow this advice, how to write a great complaint letter (and in many instances all we have to do is follow her sample letters).The appendices tell who to write and to whom to send copies - everyone from attorneys general to consumer advocates to the federal government and everyone in between. As far as I'm concerned, this section is well worth the price all by itself.Phillips means business and it's obvious that companies take her seriously. By reading her book and doing as she advocates, they will take us all seriously as well.