Responding to customer reviews

A reply to a review is written for two readers: the customer who left it and every person who reads it later while deciding whether to call you. These guides show how to answer a complaint without arguing, how to thank someone in a way that does not read like a form letter, and what to do with a review you believe is fake or posted by someone who was never a customer. The examples are made up and cover many kinds of local business. Take the structure, put your own facts in, and keep private details such as names of staff, prices paid and health information out of public replies.

2 guides · about 47 min of reading