When handling negative reviews, it’s essential to remain calm, professional, and solution-oriented. Businesses should acknowledge the customer’s concerns, apologize if necessary, and offer to resolve the issue offline. Avoid defensive language or arguments, as this can escalate the situation. Instead, demonstrate a willingness to improve. Even if the customer doesn’t update their review, potential customers will see the brand’s professionalism and commitment to service. Aiplex ORM provides businesses with pre-approved, brand-consistent response templates that help maintain a positive tone while addressing customer concerns effectively and protecting the brand’s image.