Make a neutral invitation
Ask customers to describe a genuine experience in their own words. Do not ask for a particular star rating or offer a reward in exchange for a positive response.
Protect customer privacy
Do not include personal or sensitive information in a public reply. Move account-specific conversations to a private channel and follow the platform's current review policies.
Respond constructively
Acknowledge the feedback, address the issue you can speak to, and keep the exchange professional. Avoid arguing about a review in public.
Keep claims supportable
When responding publicly, share only information you can substantiate and are authorized to disclose. Correct inaccurate details calmly and clearly.