Customer service has become one of the most important aspects of social media. “Authenticity” is the buzzword du jour when it comes to interacting with fans and followers, but this is easier discussed than achieved.

When computer giant Dell isn’t apologizing for putting its faith in a Danish provocateurs, it’s thinking about customer service for us (and making computers, of course). Recently, the company came up with an easy-to-use guide for responding to customer service issues in social media.

The infographic includes guides for responding to positive and negative comments—something that’s often overlooked by page managers:



(via All Twitter)