This website really has a well thought out plan to deal with negative comments from SM. I am really impressed with some of their key points ei:
8 rules of response
To successfully respond to negative comments in social media, follow these eight rules of response:
- Don’t delay your response.
- Respond on the same channel first.
- Be honest.
- Use calm, relaxed words.
- Don’t get defensive.
- Focus on feelings; don’t debate facts.
- Have conversations, not arguments.
- Remember HIPAA; say only what you can.