1. A Quick Response Goes a Long Way
- many situations can be defused by a quick reply to clarify the problem
- Posting from a personal account brings humanity back into the equation, not a person vs. a faceless corporation.
- Using email or even a phone call can help to turn around a problem
- This one is touchy; if you have a following and fans who can provide a counterpoint, you can bring the issue to their attention. But done wrong it will appear you are ganging up on the negative commenter. This is where having a robust community is most helpful - you will find that the long term helpful problem solvers will automatically step in to try to resolve the issue.
- Sometimes, there's people you just can't help. Examples for Sprint: Customers who just don't have coverage. Products priced out of their budget. Features that are discontinued. The best you can hope for in some situations is a neutral agreement to disagree. Then step back. There are some people that just want to feed the flames or stir the pot, and continued dialog with them isn't productive.
(original post on Sprint Community /meta blog)