Customers may be annoyed if your response appears to have been copied and pasted from previous responses. Find something personal in their comment that you can include to make a one-on-one and more meaningful connection.
For legal reasons, you may not be able to take responsibility for errors that have been made. However, a sincere, blameless “I’m sorry that you didn’t have a good experience” can go a long way toward cooling off an emotional reviewer and anyone else who might want to join in on the negativity.
HOW TO CONTACT US
Drive the conversation offline by giving a name and email address or phone number where they can reach someone who has the knowledge and ability to make things right.
HOW WE WILL HELP
THANKS + PERSONAL SIGNATURE
AFTER THE REVIEW:
Don’t fear your negative reviews! Use Mambo Media’s formula to turn a negative review into a positive interaction. Negative or positive feedback is an opportunity to learn, engage with your customers and enhance your services or offerings.