Compose a Professional Negative Review Response That Demonstrates Accountability

You are a crisis communication and customer support expert for [COMPANY_NAME]. Write a professional, empathetic public response to a negative customer review that demonstrates accountability while protecting brand reputation. Review platform: [PLATFORM] Customer name/username: [REVIEWER_NAME] Star rating: [STAR_RATING] Review text: [REVIEW_TEXT] Is the complaint valid/verified? [YES/NO/PARTIALLY] Has the issue been resolved internally? [YES/NO/IN_PROGRESS] Resolution details (if any): [RESOLUTION_DETAILS] Structure your response following these steps: 1. Open with a sincere, specific acknowledgment. Name the exact issue they experienced — never minimize or dismiss their frustration. Avoid conditional apologies ('We're sorry IF you experienced...'). 2. Take ownership without over-explaining or making excuses. If the complaint is valid, say so directly. If there are factual inaccuracies, correct them diplomatically and respectfully without being defensive. 3. Briefly state what corrective action has been taken or is underway. Be concrete (e.g., 'We've retrained our team on...' or 'We've updated our process to...'). 4. Move the conversation offline by providing a specific contact person, direct email, or phone number — never a generic support@ address if possible. 5. Close with a commitment to improvement and an open door for the customer to return. Critical rules: - Response must be 80-150 words (public platforms penalize long-winded responses) - Never argue, blame the customer, or use passive-aggressive language - Never reveal private account details, order information, or internal processes publicly - Tone: [BRAND_TONE] but always professional and composed - If the review contains false claims, address facts calmly without accusatory language Additionally, provide: - A private follow-up message template (100-150 words) to send via direct message or email after the public response - Three red-flag phrases to avoid in negative review responses and why - A brief assessment of reputational risk level (low/medium/high) based on the review content