European Stars And Stripes (Newspaper) - March 18, 1988, Darmstadt, Hesse                                By Andree Brooks new York times it happens to every consumer transaction goes awry an injustice i suffered. Redress May be yours farther Ashing but you Nave to knowhow 1o ask. Complaining is an Art and what Worts in one Case will nol Necess Sriry tvs in another. Strategy is everything and anger however Well justified is Best put aside the lust step is in be confident both of your eventual Success and your right to complain. Complaints thai end in frustration Are often those that do not get to the right ears because the person who first hears them believes that the matter will not be pressed. There Aro a few Rales of thumb think out the approach be confident. Don t to emotional. Don t sound hostile. A Jaqw whee o complain. Begin at the source and move up irom Thor be persistent. Don l be afraid to stand up to someone who seems to know much More about Tow Pio Ductor service than you. When ii comes to challenging an Export Here is always that fear thai you do not have a legitimate complaint said Sidney m Wolfe director of the Public citizen health research group an advocacy group in Washington that is Allioli Atco with Ralph Nader. To do the Job right first Lind out where to direct your complaint. Misdirected complaints Are a primary source of delayed Resolution and can often end in defeat said Gary Walker speaking for the new York City consumer affairs department. Eta Bishing the right tone for he first Salvo is vital As it is for any subsequent moves we Are affected by 9