What are the best ways to deal with angry customers who attack your brand on Facebook?

Some would say that an attack through social media is the end of the world; I see it as a chance to win points from your audience! - Time is against you; the sooner you reply, the least the damage - Justifications not recommended; only if the complaint has no base - Give solution or promise that you will; even better if you are able to prove that you took action on the customer's behalf later on - Don't hesitate to compensate the consumer if required! - Always thank the consumer for taking the time to bring this to your attention Achieved results: You show your customers that you care You give the existing and future customers the sense of security Product knowledge: Complaints will point out what you need to improve If no action is taken, shows indifference.
If you don't show interest about your business/product...why your customers should?

Follow these instructions should be the best option for any Social Media Evangelist: a)Don’t Take it Personally b)Be Honest c)Don’t Fight Your Own Battles d)Defend Your Position e)Don’t Delete Automatically f)Keep a Clean House g)Just the Facts Have a Nice Day.
Syed Waqas Saghir Internet Marketing Expert, SEO Consultant, Social Media Evangelist.
http://www.facebook.com/syedwaqassaghir http://www.cointelligence.co

I think it’s vitally important that the complaints and issues your fans post on your wall are always addressed.
Inactivity on your part will appear as though you’re trying to ignore the issue and sweep it under the rug.
Being unresponsive does nothing more than incite more anger and increase the chance the user will come back with even more angry wall posts.
Moreover, your community can see that angry post.
If you don’t reply or if you delete it (never ever delete a customer's complaint!), it appears as though you are unconcerned with customer support, which can be detrimental to your reputation.
Just a few thoughts I wanted to share.
I'm sure that there are many other tips experts in this field can give.

When you’re facing negative word of mouth, time is not on your side.
The longer you wait to respond, the angrier the customer will get—and the more likely others will pick up on the issue and spread the negative buzz.
So it's better we "ACT QUICKLY" before the flames go high.
Apologizing is part of turning around negative word of mouth, but to actually fix a problem is how you really win over critics.
We all make mistakes.
It’s how we fix them that people remember.

You mostly have three solutions: delete it, ignore it or reply it.
But which solution is the best? That might be the most urgent fear for most business owners about to move to the open community: how to open myself to the world without taking the risk of attacks.
First thing first: before thinking about the message you want to send, consider the way of sending it.
always be nice and polite Don't start giving reasons or excuses .Think in terms of solution.
If you can provide an answer that would solve future problems and create confidence among the community, then post your answer here.
give him a more personalized answer Negatives comments are not something to be afraid of there are a good ways to both learn what your customers feel and change disappointed customers in true believer

This is very serious problem , can affect your brand if it is not treated well.
Word can go very viral.
You have a good option to designate a smart CSR to monitor facebook and forums.
The CSR must be know how to deal with the complaints in a very diplomatic manner.
Another strategy is have brand advocates that defend your product against complaints and such.
But , you have to ask yourself and provide the mgmt with the feedback , they have to know the real issues and not just seeing life just rosy.
Good Luck

Negative comments are just as important as positive ones. No one is perfect. If all you show are positive comments people will question the integrity of your site. Negative comments are an opportunity to acknowledge to customers that they are being heard. Professionally answer the negative comment.If it is a misunderstanding, dispel the problem by explaining the situation. If a problem did exist explain how your company rectified the situation and thank the post for bringing the problem to your attention. Customers want to be heard and appreciated. Negative comments open up dialog and can be used to your advantage to recognize the importance of customers and their opinions, showcase the virtues of your company or showcase products. There are select times when negative comments should be deleted. Some people post negative comments for the mere purpose of antagonizing and the comment has no basis; they are not looking for resolution, only drama. These comments offer nothing but clutter on your page and should be deleted.

1.
If the comment contains foul language, you may delete it 2.
Auto-response templates are not advised 3.
a nice professional reply helping the customer on the Facebook fan page is suggested.

Most importantly reply back with consideration to that persons case and use a tone insuring that the complainer voice is heard.
Honesty is also key in your communication, people no matter how mad will appreciate your caring response and will consider you credible when your honest even if you haven't solved the problem.

Humor.
Start your response with light humor.
It eases tension and shows the customers that you're more than an operator sitting behind a desk.
It shows them you're human.
This doesn't mean sarcasm.
And your joke shouldn't be directed at the angry customer.
Follow your light hearted response by addressing the issue.
Be direct and concise.
If someone messed up then they messed up.
Don't try to rationalize an error.
No one is perfect.
And trying to seem perfect makes you look like an ass.
It's all about charisma!

Talk to the customer and explain the good thing of your brand and give him promotional brand which has good quality.