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Title: This lady is a tough cookie
Review: After seeing Phillips on 48 Hours, I knew I had to read her book. It's as entertaining as she is but with very serious issues to make us better consumers. It so happened that just after I completed the Verbal Approach chapter I needed to return a defective camera to a local store. I followed Ellen's advice and it was so easy. Ten minutes later I walked out with a brand new camera- no questions asked. Thanks, Ellen Phillips.
