Respond to negative online reviews about your company. You can tackle this effort by having a staff member—who understands your company culture and brand—spend a few hours each week searching the Internet for unflattering reviews about your company. (Note: There are online tools available that can help you accomplish this.)
When there’s a comment field available in a review, the staff member should respond with some helpful and constructive content that shows that you care about providing good customer service. In addition, they should state that they are an employee of the company. The respondent should never pretend to be a consumer, because that deception will likely be discovered, and will likely produce even more uncomplimentary content.
The employee should also include a link to your website in the response, which can help to drive traffic back to your website.
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