One of the things that is most frightening about customer support -- and particularly *social* support where it's done in public view -- is being on the receiving end of negativity or having our "dirty laundry" aired. However, unfortunately it is unavoidable. You can never please every customer or user all of the time. So make sure you're prepared for these situations so that you can turn them around into a WIN for you and your customer.

As JFK said:

"The Chinese use two brush strokes to write the word 'crisis.' One brush stroke stands for danger; the other for opportunity. In a crisis, be aware of the danger - but recognize the opportunity."