Be respectful, courteous and reply quickly. It’s often tempting to get into a long discussion, putting your side across but you still have someone who is or has been unhappy. Try and clarify any unanswered questions, and let the individual know what actions you’ll be taking. If someone is really upset, don’t be afraid to try and take the matter offline.
Remember, dealing with bad reviews head-on can have a positive impact on your brand reputation. It shows confidence and generates trust with consumers. In fact, a study by social commerce company, Reevoo, found that 68% of consumers trusted reviews more when they saw both good and bad scores.