Negative Review Response Scheme:
Step 1. Greeting and addressing the client by name.
Step 2. Indicate your name, position and contacts.
Step 3. Thanks for the feedback.
Step 4. Apology for the current situation.
Step 5. If it is not your fault — explain the situation to the client. If you are guilty — invitate to further dialogue by phone number or e-mail.
Step 6. Steps that you have applied or are planning to apply to remedy the situation.
Step 7. Optionally — compensation and a bonus, so that the client gives you another chance.