John Bear tells stories of customer complaints and shows which got action and which did not in Send This Jerk the Bedbug Letter: How Companies, Politicians, and the Mass Media Deal With Complaints and How to Be a More Effective Complainer.

John's latest book, co-written with his daughter Mariah, is Complaint Letters for Busy People. In this book they provide sample letters along with wisdom and encouragement to help you solve consumer problems. These books are based on a combination of John Bears' own Ph.D. research at Michigan State, much other university-level research by others, and two lifetimes of practical and successful complaining.

John Bear says:

The important thing to remember is that THEY work for YOU. Whether it is the president of General Motors, the manager of your bank, the head of the airline, or the waiter at the restaurant, they wouldn't have a job if it weren't for your dollars. So when you are unhappy with a product or a service, it is their DUTY to respond and make you happy again. Sadly, the great majority of unhappy consumers DON'T complain. And many of those who do, don't get satisfaction.

Ellen Phillips, consumer consultant and founder of Ellen's Poison Pen, shows letters of complaint that get refunds and apologies in Shocked, Appalled, and Dismayed! She gives general advice (stay calm, stick to facts) and provides sample letters and stories on resolving specific problems.

Attorneys Stephen D. Colwell and Ann R. Shulman give advice on how to avoid travel hassles and how to get fair compensation for hassles that couldn't be avoided in Trouble-Free Travel : ...and What to Do When Things Go Wrong.

Oh, if only this book were on desks at United...
In Customer Service, Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA are each profiled and analyzed. In addition, officials in each company provide first-person accounts of their customer-service philosophies and practices.