What is an appropriate response to a negative online review?

• A. Ignore the review and hope it fades away.
• B. Thank the reviewer, apologize, address specifics, offer to resolve offline, and learn from feedback.
• C. Deny the reviewer’s claims and defend the product.
• D. Post a defensive reply that explains company policy.

Answer: (B)

Showing appreciation for the feedback and handling the issue with empathy and a plan is the most effective way to respond to a negative online review. Start by thanking the reviewer for taking the time to share their experience, which shows you value customer input. Then offer a genuine apology if their experience didn’t meet expectations, acknowledging the impact it had on them. Next, address the specifics they mentioned, showing you listened and understand what went wrong. Propose moving the conversation offline to resolve the issue—this could involve arranging a refund, replacement, repair, or a direct discussion to find a solution—and invite them to continue the conversation privately. Finally, indicate you’ll use the feedback to improve and prevent a repeat of the issue, demonstrating accountability and commitment to better service.

This approach builds trust with the reviewer and signals to other customers that you take concerns seriously. Pushing back, denying claims, or posting a defensive reply can come across as uncaring or unhelpful and often worsens the impression of the brand.