Imagine receiving a very negative online review. You know you have to respond — but is talking about the issue online, where everyone can see, appropriate?
Probably not. Respond graciously by thanking the reviewer for the feedback and ensuring them (and the rest of the viewing public) that you’re doing everything you can to address customer concerns. Then take it offline. Contact the customer directly to explore a resolution.
Remember, the faster you address the issue, the less likely it is you’ll receive additional negative reviews from the customer.
Learn more by reading this post.