Replying to Negative Comments in Three Tones
Respond to criticism calmly and appropriately.
The Open buttons send the prompt text as currently shown below to that site only when you click. Fill in the placeholders first.
Help me reply to negative comments. The comment: [COMMENT]. Context and the facts as I know them: [FACTS]. Whether the commenter is a customer: [CUSTOMER_STATUS]. What I can offer: [OFFER]. Write three replies of 30 to 70 words: empathetic and apologetic where an apology is deserved, factual and neutral where the claim is mistaken, and brief and firm where the comment crosses a line. Each should avoid defensiveness, sarcasm, and blaming. Provide a decision aid: reply publicly, reply and move to private message, or hide or report according to my policy. Add rules for never sharing private details in public, escalating legal threats to the owner, and logging serious complaints. Include a version for a review site and a short checklist before posting. Also add examples of phrases to avoid and replacements, and a rule for waiting before replying if I feel upset. Include a template for following up privately after resolving an issue, and a way to record recurring complaints for the team to fix.
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