The Barnes & Noble Review Some may claim that the art of letter-writing has been one of the truly devalued crafts of the email age, but there is still no better way to get your voice heard by a customer-service department. The art of crafting the perfect complaint letter — one with just the right notes of petulance, annoyance, and "I'm sure this won't happen again" — is explored by oral-communications specialist Ellen Phillips in Shocked, Appalled, and Dismayed! Phillips's guide to writing the ultimate "tell me you're sorry" note is filled with sample letters; some of the letters crackle with nice yet firm turns of phrase, and some sound downright angered and upset. Every occasion for complaint is covered, from restaurant woes to criminal elements in neighborhoods. In addition, appendices provide hordes of addresses so you can take your complaints further, if need be. Anyone who wants to complain but can't find the precise words to do so would do well to invest in Shocked, Appalled, and Dismayed! This slim volume provides a valuable resource for those who want to right the wrongs inflicted on them by the outside world.