Whatever the social channel, there are a few ways to (publicly!) stick your foot in your mouth. Avoid these at all costs!
Don’t neglect your customers. If you’re going to provide customer service over social media, at minimum, every direct support question should be answered.
Don’t delete (or hide) comments or posts. The only exception is when comments are clearly spam or in violation of posted community guidelines. Deleting a customer’s negative comment will only further enrage the customer and damage the relationship.
Don’t be defensive. Remember that the customer, even when angry, reached out to you. Thank them for bringing their issue to your attention, acknowledge their concern, and apologize for the inconvenience.
Don’t overwhelm your customers with too much information, whether you’re posting articles from a knowledge base or a too-lengthy response.
Try to focus on only answering their specific question. If the proper answer is a lot to explain or complicated, suggest you move the conversation off of social media.
Don’t reply or respond to every customer in the event of mass issues or outages. When many customers are affected by a single issue, it’s best to provide only public status updates that will reach everyone.