review-response

# Review Response Skill Reviews are read by the next buyer, not just the reviewer — so a reply is public customer service and marketing at once. A good response thanks genuinely, takes ownership without being defensive, moves the heat to a private channel, and shows future shoppers you're a business that cares. This skill writes that reply for the review in front of you, and gives you templates for next time. ## Working from a brief Given a review (or just "reply to a 1-star about late delivery"), **write the full response anyway** — infer a reasonable, on-brand reply and a fair resolution, marking specifics *(confirm/insert)* (order details, the exact remedy). Never invent facts about what happened; never argue with the customer in public. ## Required Inputs Ask for these only if they aren't already provided (else infer and label): - **The review** — the text, the rating, and where it's posted (Google, Amazon, Trustpilot, app store…). - **What happened** — your side/context if known, and whether it's resolved. - **Brand voice** — warm/formal/playful, and the name you sign off with. - **What you can offer** — any remedy you're willing to make (refund, replacement, discount, fix). ## Output Format ### Review Response - **Read** — a one-line read of the review: sentiment, the real issue, and whether it's fixable. - **The reply** — a ready-to-post response that: - **Opens** by addressing them by name and thanking them for the feedback. - **For positive:** echoes the specific thing they loved, adds a little brand warmth, and invites them back (no hard sell). - **For negative/mixed:** acknowledges the specific problem, takes ownership (no excuses/blame), apologises sincerely, states what you'll do, and **moves to a private channel** for resolution. - **Closes** human and signed. - **Short version** — a tighter variant for platforms with length limits. - **Templates** — reusable patterns for the common cases (5★ thanks, shipping issue, product fault, sizing/fit, wrong expectations) with `[brackets]` to fill. Keep negative replies calm and brief — the audience is the *next* shopper. ## Quality Checks - [ ] Addresses the reviewer by name and references the *specific* point they raised - [ ] Negative replies take ownership without excuses or blaming the customer - [ ] Complaints are moved to a private channel for the actual resolution - [ ] Tone matches the brand and stays calm — never defensive or sarcastic - [ ] Positive replies add warmth without a pushy upsell - [ ] No private data is exposed; invented specifics are flagged to confirm ## Anti-Patterns - [ ] Do not get defensive or argue facts in public — you're writing for the next shopper, not to win - [ ] Do not paste an identical canned reply on every review — personalise to the specific point - [ ] Do not expose order numbers, emails, or other private details in a public reply - [ ] Do not over-apologise or grovel on a minor issue, or under-respond on a serious one — match the severity - [ ] Do not bribe for removal or incentivise changing the review in ways the platform forbids ## Based On Online reputation & customer-service practice — specific, ownership-led public responses, private-channel resolution, and audience-aware (next-shopper) tone.