How to respond to unhappy customers online

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From CBS News MoneyWatch:

When you own a small business or manage the social media program for your company, controlling the narrative is a constant concern. And no matter how much time you spend developing goodwill through your Twitter and Facebook presence, there will always be unhappy customers who flame, troll, and otherwise complain online. How do you reply to them? Should you respond at all? It's a tricky balancing act -- knowing how much you should engage without fanning the flames and making things worse.

Recently, PC World's Christopher Null explained how you can clean up your business's online reputation, and he gave a lot of credible advice for dealing with negative feedback in a variety of common scenarios.

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