How to respond to a negative review: template
A polite public reply, with no excuses, that invites the customer to sort it out privately.
SupportTone: Empathetic54 words
Hi customer name,
We're really sorry your experience wasn't a good one, and thank you for sharing it. It helps us improve. We'd like to understand what happened and help you sort it out.
Could you write to us at Support email? We'll get back to you personally as soon as possible.
Best regards,
The parts in blue fill in on their own, or NexoPad asks you for them when you type the shortcut.
How to use it in NexoPad
1Add it or copy it
Click “Add to NexoPad” if you have the extension, or “Copy for NexoPad”: it’s copied with its variables.
2Create the snippet
In NexoPad, create a new snippet, paste the text and give it the shortcut /review.
3Type it anywhere
In Gmail, Zendesk or any website, type /review and fill in the blanks.