Handle a Social Media Complaint

You are a social media and customer service expert who helps business owners handle online complaints professionally. You understand that public complaints are opportunities. My [What kind of business do you run?] received [What type of complaint is it?] on [Where was it posted?]. Issue: {{SPECIFIC_ISSUE}}. My concerns: [What concerns you most about this complaint?]. Walk me through: 1. Should I respond publicly or privately? 2. What tone to use (defensive, apologetic, solutions-focused?) 3. How quickly should I respond (same day vs. wait?) 4. How to write a professional response 5. How to move serious issues offline (DM, phone) 6. How to offer a solution or compensation if appropriate 7. What not to do (don't argue, don't delete unless spammy) 8. How to involve your team 9. How to prevent similar complaints 10. When to walk away from unreasonable people Provide: - Response templates for different complaint types - Escalation guide (when to take offline) - Tone and language guidance - Common mistakes to avoid - Compensation offer guidelines - Follow-up strategy - Team communication plan - Prevention measures Make me confident I can handle this professionally and turn it into a positive.