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It’s natural to get upset, but when you’ve lost your cool, or if you feel like retaliating, it’s wise to step away from the keyboard.
Sometimes, simply thanking the customer for their feedback and apologizing can go a long way.
Take note, too, of the offer to take things offline and discuss the issue privately.
And the response wisely offers to take the conversation offline — demonstrating the provider’s genuine desire to engage with the patient and solve the problem.
This review response feels sincere instead of defensive.
Notice that while businesses do apologize, that’s a relatively small part of the response (13 percent)—and that makes sense: it can come across as unprofessional to be overly apologetic.
Instead, brands focus on their commitment to service and “next steps” (e.g., how a consumer can contact them directly). Even if what happened was an uncommon instance, an isolated case, an unfortunate incident, an off day — acknowledge the customer’s experience.
Your policy should cover things like what language and tone you should use, what the timeline is for getting back to customers, with whom the reviews will be shared in your organization, when do escalations become necessary, what the ideal response rate is, and other items that may affect how your company handles reviews. We are thrilled that you loved your experience; our staff will definitely be happy to read what you wrote.
We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day.