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The right response can turn complaints into kudos.
Often, customers will leave online reviews that are unwarranted or over the top. Something about the experience they had with a company gets under their skin and they are overcome with anger toward the company.
They might decide to leave a review in which they exaggerate the negative experience they had or they might even leave a review that is a downright lie. No matter what an angry customer writes, companies need to be ready to address these reviews.
When responding to a negative review, there are right ways and wrong ways to do it. Here are some tips for responding in a way that keeps the peace with your upset customers: