In Baton Rouge, the local NBC affiliate has been in a contract dispute with cable provider Cox Communications. The dispute is over fees that are paid from the cable provider to the individual stations for allowing the cable provider access to include their product as part of the service that the cable company provides. The dispute has led to NBC being pulled off the air for cable customers. This blog is not about who is right and who is wrong in the dispute. This blog is about how a customer complaint turned into a “how to” and “how not to” engage on Twitter and about how you handle customers while the dispute is ongoing.