Short Scheme on How To Manage Negative Reviews on Google
and other relevant platforms:
Step 1. Greet and address the client by name.
Step 2. Indicate your name, position and contacts.
Step 3. Thank the customer for the feedback.
Step 4. Apologize for the current situation.
Step 5. If it is not your fault — explain the situation to the client. If it's yours — invite to further dialogue by phone or email.
Step 6. Name the steps that you have applied or are planning to apply to remedy the situation.
Step 7. Optionally — suggest compensation and a bonus, so that the client gives you another chance.