How to respond
You may also invite the customer to reach out to your firm’s dedicated support staff. Do this by providing the name, email and phone number for your support personnel in your reply. My company has a dedicated customer experience lead who acts as a first responder in the event of a bad review.
For me, the typical format for replying to bad reviews should consist of an apology. I don’t think you need to explicitly admit to wrongdoing, but you can express regret for the customer’s negative experience. Next, you need to express empathy. Put yourself in the customer’s shoes and understand that she may be providing this feedback not to hurt your business but to help it improve.
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