Summary: Dealing with customer complaints has always been a concern for businesses, and more so now with the internet and social media. You want them to come to you to solve their problems, but when they are angry they want the world to know it. Therefore, you should have a policy about how to deal with customer complaints: your customers should know how to contact you if they have a problem, and your customer-facing team members should know what your procedures are and how to apply them.
