I believe AT&T's approach is almost perfect. I believe responding to everyone is the best way to keep people satisfied. If you allow one person to remain upset with the company it will only spread to others. Statistics show that it take 10 positive comments to make up for every one negative.
I do however believe that the post with vulgarity should be removed. At the very least the company could repost the comment and leave out the vulgarity. With this type of response then the people reading the post are not subjected to the vulgarity but still get to see how the company deals with upset customers.
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