This article has tips and links for how to manage negative reviews and also how to go further.
But first and formost,
- Keep in mind that most of the people who will read your response are potential customers, not the person with the complaint.
- Put your best foot forward in showing how you deal with customer concerns.
- Don't write your response as soon as you see the review for the first time. Cool down.
- Write a short, non-defensive reply and describe how the issue has been resolved. This will earn you the trust of your future customers.