Respond to upset customer on Social Media.

We know that this happens, especially in social media. A customer complaint highlights a problem that may have to do with your product, an employee, or some internal process that has created an unsatisfactory condition for the customer. You have received a complaint from one of your loyal customers about a bad experience he had with a cell phone that he has purchased. When he attempted to return it for a full refund, the salesperson informed him that a refund would not be an option because the purchase had been made more than 8 days ago. However, the salesperson did offer to fix the phone for the customer at a price of $400; this offer was unacceptable to the customer, who clearly wanted a refund for a cell phone that malfunctioned. It is apparent that your customer is frustrated and very disappointed. Write a letter (or an e-mail) responding to the customer and detail how you could resolve his issue(s). You are at liberty to discuss the matter with your supervisor to come up with an option to resolve this issue and retain a loyal customer.