5 tactics for responding to negative feedback.

1. Prompt Acknowledgment: Quickly acknowledge the feedback, showing you're attentive and care about the customer's experience.
2. Express Empathy: Show understanding and empathy for the customer's situation to demonstrate that their feelings are valid.
3. Offer a Solution: Clearly state how you intend to resolve the issue, offering specific solutions or steps you will take.
4. Take the Conversation Offline: When appropriate, ask the customer to continue the conversation privately, through direct message or email, to provide a more personalized resolution.
5. Follow Up: After resolving the issue, follow up with the customer to ensure they are satisfied with the outcome, showing your commitment to customer satisfaction.

By taking these steps, you transform negative feedback into an opportunity to demonstrate your commitment to excellent customer service and potentially turn a dissatisfied customer into a loyal advocate.