What can I respond to an unsatisfied customer that has gone to the media?

[Biz Advisor]

It depends on what type of media she's gone to: is it online or offline?
Typically the best approach is to respond professionally. If it's offline, then you need to contact the writer or the news person who published the bad press and ask for your opportunity to respond. Make sure that you write your response out - even though this sometimes feels stiff, it is better to have a prepared response and not get mixed up in your message.

Do not look or act as if you are blaming her but rather focus on how you want to clear up the misunderstanding, that you've tried xx number of times to assist this customer, etc. If it's online - she's gone to social media such as blogs, twitter, linkedin, facebook - then respond on those same media vehicles. Try to be honest and clear and to the point.

Good luck.