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

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

Writing a letter can sometimes be the best way to right the wrongs of companies. But how can you make your letter stand out from the crowd without completely annoying the person on the other end? Ellen Phillips, in Shocked, Appalled, and Dismayed!, offers sample complaint letters that will get customer-service departments working for you.

Katherine Hazelwood

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