Responding and dealing with unhappy customers is crucial for business to maintain a positive brand image on social media. The complaints could potentially damage your online profile especially when they come from a trusted source. However, if the business has a policy in place to promptly deal with those online complaints, it is more secured to lead to a positive online community atmosphere and the issues will be addressed through a more professional way.
No matter how a business did in its industry, it is going to experience negative reviews. Regard it as an opportunity to convert those upset customers into loyal ones by firstly standing in their shoes to determine whether the compliant is valid. If necessary, contact them directly from off-line to prevent any online escalations. Try to be open, transparent as well as consistent with all the materials you posted since people will eventually find you out and won’t trust what you’re saying. What’s important, people do admire companies that take accountability for the concern even if it is partly their fault. Communicate the resolution through the trail of dialogue showing your willingness to take initiatives and put much more efforts to resolve the issues.
All in all, every business is likely to receive negativity at some point. From my point of view, it is the stumbling block that you need to step across in order to create a positive medium to engage with your community of customers.
http://www.entrepreneur.com/article/237196