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The Art of Persuasion (Collection) by Jonathan Herring, Richard Templar

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Chapter 14. How to complain

It has happened to us all. The product looked excellent in the store but fell apart when we got it home. The electrician who seemed so reliable when we first met him has failed to complete the job even though he has been paid. The vacation we bought based on the brochure was not at all what we got when we arrived. In all these situations, if we are to get our money back an argument seems inevitable (although, if truth be told, I’m sure there are times when we have felt not up to it and have written down the loss to experience). But if we do choose to argue, it can be hard to get our point across even though we are in the right. This chapter will show how complaining about faulty goods or bad services need not be stressful. ...

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