When it comes to Social Media- good judgement is essential. A little common sense goes a long way.
In the past companies could get away with insensitive, stick to corporate “no exceptions” policies. But now with Social Media, the corporate “these are our policies. We shall not bend” starts to sound as incentive and uncaring as you can get. (What happened to the customer is always right mantra?) Now everyone knows just how insensitive and inflexible you are. Whoops. Social Media requires customer service. And customer service requires that you care about your customers. And when your customers find out how little you care. . . they can become someone else’s customers. So remember before you read a bad policy (that is set in company stone) to a customer, think about  the situation and weigh the outcome. Let good judgement rule1