Service complaints that gently but firmly state their case receive the best responses from these kinds of firms. These firms receive lots of these letters and have learned, over time, which clearly stated complaints, conveyed with an unemotional and non-accusatory tone, tend to be the most accurate and deserving of a conciliatory response. In addition, on a perfectly human basis, people would rather respond to reasonable polite complaint rather than an emotional and seemingly unreasonable one.
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