Respond as quickly as possible. You can set yourself apart by simply responding to reviews because it shows you care about your customers’ feedback. The Harris Interactive study also found that 61% of consumers said they would be shocked if a business responded to their negative comment. Caution: be careful not to use the same ‘canned’ response to all reviews.
Be thankful, respectful and polite. Customer reviews are helpful for your business. They can confirm your services and provide constructive feedback in areas where you need growth.
Own the issue. Honesty and candor are shining lights among online reviews.
Offer to fix the issue for the reviewer. Demonstrate that you value their business.
Never get into a debate online with the reviewer. Not all reviews deserve a response. If you suspect that the discussion may escalate, it may be best not to respond.
Communicate directly with the customer (phone, email, postal mail). Personal communication is sometimes the best method, and hopefully will result in the customer modifying or removing their initial negative review.