A public reply should acknowledge the feedback and give a sensible next step. It does not need to repeat private job details or settle a dispute in a public comment.
Separate the review from the confirmed facts
A customer may describe a delay, an incomplete job or a price concern. Before replying, check the quotation, appointment record and information your team has confirmed. Acknowledge the reported experience without stating that every allegation is established. Keep names, phone numbers, full addresses, payment details and internal staff conversations out of the reply.
Positive feedback
Thank you for taking the time to share your feedback. We appreciate your kind words and are glad to hear about your experience. Thank you for choosing [business name].
Refer to a specific point only when it appears in the customer's review or you have verified it. Avoid turning the response into an unrelated sales pitch.
A reported delay or disappointing experience
Thank you for sharing your feedback. We are sorry to hear that your visit did not meet your expectations. Please contact us through the contact details on our business profile so we can review the appointment and understand your concerns privately.
This wording recognises the reported experience while leaving room to investigate. Do not promise a refund, a free visit or a resolution before the business has approved it.
A question about scope or charges
Thank you for raising this. We would like to review the quoted scope and charges with you. Please contact us through our usual business contact channel so we can check the details privately and clarify the next step.
Before you publish
- Check whether the review describes a real interaction you can identify internally.
- Keep the wording calm; do not blame a customer or an individual staff member.
- Do not disclose confidential information to prove your side.
- Confirm the contact route and identify who will handle the follow-up.
- Review promises and compensation with the person authorised to approve them.
These templates are starting points for communication, not dispute-resolution advice. For a tailored draft, the member AI review reply writer accepts an anonymised review and returns editable wording. It creates business replies, not fabricated customer reviews.
Common questions
Should I paste the entire customer record into AI?
No. A short anonymised summary and the confirmed facts are usually enough. Remove personal and confidential details and submit only material you are authorised to process.
Does iServices publish the reply?
No. You review the draft and decide what to post through your own account.