It happens to everyone, whether it was your fault or not. But a bad review is actually an opportunity for your business—if you follow these steps
Admit that you were wrong—in public.
When you make a mistake, it's important to your customers that you acknowledge it—directly on the review platform. By avoiding confrontation, you'll put yourself in a position to win them over later.
Let them know you'll do better.
After you admit your faults, it's crucial to stress that mistakes aren't business as usual. Let customers know that you take these mistakes seriously, and strive to have the best possible customer service.
Resolve the problem offline.
Once you've made amends, offer to solve your customer's problem by taking it offline. Hopefully you'll win them back, but just as importantly, you'll demonstrate to any customers reading the negative review that your customer service is strong.
Sometimes it's not your fault.
In some cases, a customer will leave a fake negative review. Rather than follow the above steps, it's best to go directly to the platform operator and have them remove it.