L268 · AI at work · 2 min
Handling a bad review
A calm, honest public reply to a one-star review can win over the next customer who reads it.
01 · The idea
A one-star review on Google Maps or Shopee hurts, especially when you feel it is unfair. Future customers read the review and your reply together, so your reply matters more than the stars.
Paste the review into a chatbot along with what you know happened. Ask for a short reply that thanks the person, says sorry for their experience, mentions what you are changing if anything, and invites them to message you to sort it out.
Never argue in public, share the customer's order details, or post fake reviews to bury the bad one. Buying or writing fake reviews breaks platform rules and can get your page penalised.
Before you post, a person reads the draft. If the review points to a real problem, like slow service at lunchtime, fix it and say so. That is the reply that convinces readers.
02 · Think of it like this
A public reply is like how you treat an upset customer while the queue is watching. The people waiting judge you by how you handle it.
03 · Do it now
04 · Quick check
Words in this lesson
See also
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