1. Regularly check your social media networking sites and take care in responding to any complaints
2. Respond quickly - within a day
3. Apologise first, by saying: ‘I’m sorry for your bad experience,’ followed by that person’s first name.
4. Personalise your response. Make sure your tone is positive.
5. Acknowledge mistakes
6. Thank your customers for making the effort and bringing the issue to your attention.
7. Address the issue.
8. Follow up. 
9. Take conversations offline if possible.
10. Don’t delete negative comments

For more information download the SOCAP Small Business Complaints Tookit.