what "can" you do? any of those. what "should" you do? kind of depends on the situation, but a kind response and an apology or explanation if necessary goes

what "can" you do? any of those. what "should" you do? kind of depends on the situation, but a kind response and an apology or explanation if necessary goes a long way. especially if you're speaking on behalf of a company/brand/whatever. for example, that whole fiasco with getsatisfaction. they handled it fairly admirably, imo.