Facebook; when to block/intervene?

[Gurtie]

A client has a facebook account and had a gripe from a customer with a genuine complaint. They weren't especially easy to deal with but customer services sorted it and the customer posted that it was resolved. So far so good.

Customer is, however, now popping up on various wall posts and being snarky.

Customer isn't especially literate and times of postings and content of comments make it fairly clear to a 'reasonable reader' that its not one sided as he suggests. I also see he's doing it to several companies and enjoys playing troll. However, he's irritating me now.

Ignore? block? bite back? (if we give facts then we're clearly in the right but normally I don't like to start a discussion when people are trolling). What would you all do?

[BoL]

AFAIK there's no way for other members to see or know you've blocked someone. Perhaps if there's a way to post something favourable to possibly get a better reply from the disgruntled user, and then block him after that post.

Not sure if he can delete his posts after youve removed him from the group but it'd be a nice scenario if he couldn't.

[rcjordan]

If you block him, he'll be incensed and *will* escalate and you'll look heavy-handed.

How about making a post describing the incident without specifics and ask how the company could better their customer service?  Let the group cast judgement.

[Gurtie]

I've been hoping that someone would intervene to be honest, but sadly, as with most brands on FB, the group isn't really that engaged. 

He hasn't posted overnight so either his mum took him on a playdate or he's got bored and buggered off.

Social is a real double edged sword. Its fine all these guru's talking about open-ness and accountability but the trolls are the ones who do my head in, there's no sensible way to deal with them on a corporate account.

[JamesR]

Do you have the ability to ban the user?  I do on our account and ban link droppers all the time.

[rcjordan]

Link spammers you can ban and the community will at least remain neutral.  But I wouldn't ban him if he has even a whiff of a complaint against the company or he'll take it outside.