Managing negative social media feedback should be listed as one of your skills, especially when you use this platform to promote your brand. The key is to handle it professionally – at all times. Here are the tips to do this:
First, you need to stay calm, breathe, think and assess the information for accuracy. Do not start an argument with a client through social media, as this will do no good for your brand.
Next tip is to respond to the query in a timely and empathic manner. Always assure the client that action is on the way. And when it everything is resolved, do not forget to follow up for feedback.
Source: Business 2 Community