Source: http://www.semrush.com/blog/using-social-media-for-damage-control-4-tips/
When you encounter a bad review about your company/product/service? Do you just keep silent hoping for the issue to subside or do you retaliate by lashing out on your customer? Using social media platforms like Facebook and Twitter, you can easily interact with your customers and solve issues quickly.
Remaining silent
Not responding is the worst thing you can do if there’s a bad review about you in the internet. If you know what happened, it’s better to tell your side of the story than remaining silent. Bad reviews or press releases can’t be forgotten that easily especially if these kinds of news are indexed by search engines. To make things easier, you can invest on a PR firm to craft a response to a negative reaction.
Apologize
If you really think that the problem originated on your company or an employee of yours did something bad to your customer, an apology and necessary steps to fix the problem can go a long way. Avoid heightening the problem by making excuses or transfer responsibility as this could backfire and make things worse.
You can reduce unsatisfied customers by using software tools(ex. calltools) so that they can reach you right away if they have problems with their product. An ounce of prevention is better than a pound of cure, implement these tools and show your customers that you really want to solve their problems and you value their suggestions to improve the quality of your product.
Thank you customers
Showing gratitude is the best way to impact how the public sees your site. Posting an official statement in social media thanking customers that support your product can go a long way.