Please note that some of these templates require you to fill in specific information, and should not be copied and sent without first looking them over to make sure they deliver your intended message.
1. Response template asking a customer to update a negative review after resolving their complaint
- Template one
Dear [Customer Name],
Thank you for working with us to resolve the problems you experienced. Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. We appreciate the chance to work with you to resolve the situation, and remain available if you have any further questions or concerns. Our customer reviews are very important to us, and we hope that you will be willing to revise your review based on your further experiences. You can update your review by logging in to your account then edit your review.
We appreciate your time and your business.
Sincerely,
[Signature]
- Template two
Dear [Customer Name],
This is [Your name] from [Your Company/Department], following up on your review. We appreciated your feedback about your experience, and just as we are glad that you let us know something had gone wrong, we also rely on you to help let people know that we have made things right. Would you be willing to update your review to reflect your most recent experiences working with us? Our reviews are very important to us, and we want to make sure that your review reflects your current feelings. You can update your review by logging in to your account then edit your review.
If you still have any questions or concerns, please let me know and I will be happy to assist.
Sincerely
[Signature]
2. Response template asking a customer to update the employee(s) tagged in their review
- For a positive review:
Hi [Customer Name],
We really appreciate your taking the time to review your experience here at [Your Company} and are thrilled to hear your kind words! However, I think you may have accidentally selected the wrong employee when you submitted your review. I believe you worked with [Name of Employee Customer Worked With]. Would you please take a moment to edit your review so that [Name of Employee] can get the credit they deserve? You can update your review by logging in to your account then edit your review.
We appreciate your time and we look forward to working with you in the future!
[Signature]
- For a negative review:
Dear [Customer Name],
My name is [Your Name] with [Your Company] and I wanted to get in touch regarding your review. We're very sorry to hear about your experience, and want to do everything we can to make things right. Please contact me so that we can discuss this further and work towards a resolution.
The last thing I want is to inconvenience you further, but we take our reviews very seriously and believe that you may have listed the wrong employee on your review. You have listed [Employee Tagged Incorrectly] on your review, and we wanted to check if this is who you meant to select? If not, would you please consider updating your review to list the correct person? You can update your review by logging in to your account then edit your review.
We remain committed to doing anything we can to fix the issues you experienced, so please contact me as soon as possible so we can discuss this further.
Sincerely,
[Signature]
3. Response template asking a customer to edit information in their review
Hello,
Thank you for taking the time to write a review about your experience. We really appreciate your feedback. We know your time is valuable but wanted to ask if you could please consider editing your review. [Information] is incorrect, and we would really appreciate it if you could edit your review [explain the desired edit].
You can edit your review at any time, all you need to do is login in to your account and edit the review.
Thank you for your time and your business, and let us know if there is anything else you need.
[Signature]
