伟大的。您有一个负面的在线评论，现在是每个人的当前和潜在客户都可以读取的。在匆匆键入响应之前，您可能会后悔，学会如何回复审查。您只能将局势转化为营销机会并保持心怀不满的客户。
How to respond to a bad review: 3 Do’s and 3 Don’ts
谈到在线评论时，人们可以钝而苛刻。你可能会感到惊讶，伤害，并被你读到你的业务的一些词语。但在被沮丧的客户或“互联网巨魔”不得不说的是，深吸一口气。学习如何to respond to a bad review can save you more heartache later on.
无论您是想要了解如何在Facebook上回复否定审查或如何回复否定Google评论，请开始这些DO和Notes。
这里有do’s回应负面在线评论：
- Respond quickly
- Apologize with sincerity
- 提供解决方案
And, here are the注意事项of crafting your customer review response:
- 忘了传递它
- 使用脚本
- Stop there
准备好潜入？阅读Do's（1 - 3）和Nots（3 - 6）回复在线评论。
1.快点回应
如果您阅读评论并忘记回复，您可能会失去您的机会转向周围的事情。您越早回复审阅者，您将恢复客户的机会越好。事实上，当审稿人离开审查时，时钟开始。
在许多情况下，审稿人希望您回应。他们希望听到你要说的情况以及你要做的事情。而且，也许他们将审查视为最后的努力来引起你的注意（例如，如果您的业务没有退回电话）。
Whatever the case may be, put aside time to respond quickly to reviews. The reviewer should understand if you don’t get back to them on a weekend or法律假期。
But, the customer might not be so understanding if you take weeks to respond … or don’t respond at all.
在为什么迅速回应是在商业中如此重要，约翰李，联合创始人和首席技术官Fig Loans说：
If you can address the customer’s concerns and settle on an amicable resolution, they might retract or rewrite their review. It’s always best to take action as soon as possible in order to prevent it from causing long-term damage to your brand reputation.”
因此，向客户（和其他读者）显示您真正关心每个负面审查和通过迅速响应的经验。
2. Do apologize with sincerity
What should the star of your bad review response be? The apology. Your sincere apology for the customer’s poor experience with your business should be the heart and soul of your response.
在写作您的道歉之前，首先：
- 把你的骄傲放在一边
- Being empathetic (aka真的把自己放入客户的鞋子里）
- 对这个问题负责（例如，“我们真的很遗憾听到你对我们的经历 - 我们也很失望。”）
Apologizing to the customer can help you ease into a tense situation and lay the groundwork for making things right.
Not your fault?
也许你阅读回顾你的人never spoken with or seen before. Or, maybe you’re reading a negative customer review from someone who is the one at fault.
Whatever the situation, the last thing you want to do is pass the blame. Brian Turner, CTO ofConvertBinary那speaks more on this:
如果您开始指责客户撒谎，或贬低他们所做的陈述，当其他潜在客户在购买之前查看您的评论时，您将反映在您身上。人们希望看到成熟 - 它激发了信心，使其更容易合理化购买您的产品或服务。“
Instead of passing the blame, thank the customer for taking the time to leave a review. And, you might consider仍然为他们认为与您的业务相关的经验道歉 - 即使它不是您的错。
您可能会沿着以下方式将道歉转移到更多内容：
- “We’re sorry to hear about your bad experience, but we are having trouble finding your order in our system—are you sure you have the right company?”
- “We’re sorry to hear about your bad experience—this is not typical of the customer service experience our customers rave about.”
- “我为混乱道歉 - 你试过XYZ吗？”
无论是你的错，跳过责备游戏。构建与恩典（和正确的单词选择）构建您的回复，以避免升级情况。
3.提供解决方案
道歉是如何回应糟糕审查时至关重要。但是，当谈到如何回复不良评论时，解决方案也是您回复的明星部分。
Offering the disgruntled customer a solution can make the difference between gaining and losing the reviewer and a future customer reading the review. Sometimes, people don’t carewhy发生了什么事情 - 他们只是想知道如何to fix it.
因此，您需要愿意让审稿人知道您将如何解决问题或者弥补它们。例如，您的解决方案可能是：
- Talk further with them to learn more about the problem
- Give them a solution to fix their issue
- Offer a discount on the good or service
- 为审阅者提供未来的折扣或免费物品
- 加快产品装运
4.别忘了传递它
Do you let negative comments hang out in limbo? Or, do you pass along the feedback to your team? Don’t do the former. Remember to jot down what customers have to say to make business improvements.
显示您正在聆听他们所说的话，让他们知道您要与员工分享他们的反馈意见。让他们知道你正在听他们，即使你不能做任何事情，除了记下他们的意见和疑虑。
将来，您可以让客户知道是否修复了问题（例如，为您的产品添加了新功能）。这样，您可能能够将客户带回。如果客户不想回来，不用担心 - 您可以放心，其他客户不会出现同样的问题。
5. Don’t use a script
等等等等等等。离开审查的客户（以及其他人读所述审查和回复）不想一遍又一遍地听到同样的东西......
......这就是为什么是时候攻击脚本。当然，如果进入适合您的凹槽，则可以遵循类似的模板。但是，请务必：
- Use the customer’s name
- 根据评论家的特定问题定制您的回复
- Avoid saying the same exact thing to each person
- 考虑添加响应者的名字
Take the time to manually write up a message to each negative (and positive) review you receive. Personalizing your responses could help you change things around for your reviewer and show other readers that you truly care.
Ditching the script could be a win-win-win for you, the disgruntled customer, and future customers.
6. Don’t stop there
Think the conversation ends here? Think again. Part of knowing how to respond to a bad review includes reaching out personally to the customer.
在展示同情后，承认问题，并解决客户的担忧，杰森屠夫首席执行官CoinPayments那suggests to:
尽量脱机。如果事情失控，这是一个很好的做法。您希望限制您在线的负面曝光量，并离线情况将有助于消除此问题。一旦情况脱离了公众视图，尽力解决问题并保持客户关系。“
通过直接与审阅者私密地交谈，您可以进一步努力：
- 解决问题
- 保存关系
- 扫除
- 做出改变
In your review response, you can let the reviewer know that you or a member of your staff will be reaching out to them to learn more. Then, follow through on your word—either call or email the customer if you have that information available.
如果您没有个人的联系信息，请将他们私下为您提供它（例如，通过向您发送Facebook消息）。
When talking privately and directly with the customer, do what you can to resolve the issue and keep the customer, if applicable.
这并非旨在作为法律建议;有关更多信息，请点击这里。
