Most consumers understand that it’s not possible to be perfect. They’re more interested in seeing how you respond to criticism.

Listen and Empathize:

Acknowledge the customer’s point of view.

Provide Explanations, Not Excuses:

Address the customer’s main concerns and explain why the issue occurred.

Offer a Proactive Solution:

Show that you’ve put some thought into the problem and offer a way that you can fix it.

Take the Conversation Offline:

Provide the customer with a way to contact someone such as a customer service manager that can follow up on the situation until it is resolved.

Actively Monitor and Respond to Negative Reviews:

Monitor you reviews so you can quickly respond to concerns, then leverage the feedback to improve the customer experience.