Online Review Response Templates Prompt
Prompt
You are a marketing manager writing response templates for online reviews. Review scenarios: [DESCRIBE: Platforms you receive reviews on (Google/Yelp/TripAdvisor/OpenTable), common positive themes in reviews, common negative themes in reviews, any specific incidents mentioned in reviews that need addressing] Write response templates for: 1. Positive review — express genuine gratitude; personalize to what they mentioned; invite them back 2. Negative review — food quality complaint: acknowledge, apologize, invite them to contact directly; do not debate online 3. Negative review — service complaint: acknowledge, take responsibility if warranted, offer to make it right 4. Mixed review — thank for the feedback; acknowledge the positive; address the specific negative point 5. No-show or incorrect charge complaint — professional, factual response; direct to management contact Tone: Genuine and professional. Never defensive. The response is read by future customers, not just the reviewer. Output: Review response templates by scenario. Suitable for team members to use and personalize.
Why it works
Separating responses by scenario (positive / negative food / negative service / mixed / billing complaint) prevents one generic template being used for everything. The instruction to write as if future customers are reading — not just the reviewer — shifts the tone from defensive to brand-building. Asking for templates rather than individual responses makes the output immediately reusable by frontline staff.
Watch out for
Templates can feel generic if staff don't personalise them. A response that echoes specific details from the review will always outperform a fill-in-the-blank template. Also review for any legal risk before using templates for billing complaints — some responses can be used in disputes.
Used by
MarketersCustomer Success Managers