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Clear and helpful Information -->Simple language --> Answering each inquiry --> No personal Information
In dealing with upset fans on social media, you must remember that you are closer to your industry, products and services than they are. What may seem like basic or common knowledge to you is often foreign to the end user.
Take a step back and put yourself in your customer’s shoes. This can go a long way in understanding why he or she is frustrated. It may not be your company’s fault that the customer is upset. Just keep patience and try to respond to the customers in the positive way always.
I agree with the simple answer of mr. Waleed
