The ones that matter most.
WHY THIS MATTERS
Prospective customers read your response to criticism more carefully than anything else.
WHAT A GOOD RESPONSE DOES
Acknowledges the specific problem Does not argue States what you did or will do Offers to resolve it privately
WHAT A BAD RESPONSE DOES
Disputes the facts publicly Blames the customer Uses defensive language Ignores the actual complaint
WHAT READERS CONCLUDE
From a measured response to an angry review: that you are reasonable and the customer may have been difficult.
From a defensive response: that the complaint was probably justified.
THE STRUCTURE
Acknowledge, apologise where warranted, state the action, invite contact.
LENGTH
Short. A long response looks defensive.
TIMING
Within a few days. Not immediately, if you are annoyed.
WHAT TO DO FIRST
Write it, leave it, read it again later.
WHAT NEVER TO DO
Reveal private details about the customer or the transaction.
