Chapter 3

Who am I really answering in a bad review?

Trả lời đánh giá xấu là để thắng, hay để ai đọc?

The chapter's question

What sentence do I use to reply to a bad review?

Big idea

A public reply is not written for the angry person; it is written for the hundreds who will read it later.

In this chapter

  1. Part 3.1

    Who Writes the Reply

    Who writes the reply, and how is it approved?

  2. Part 3.2

    Three Parts of a Reply

    Acknowledge, explain, and what was fixed?

  3. Part 3.3

    When the Review Is Unfair

    How do I respond without arguing?

  4. Part 3.4

    Who Really Reads It

    Whom am I writing for?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of When a Guest Is Unhappy is free to read right here.

Read in Conan School

Chapters of When a Guest Is Unhappy

  1. 1.Is waiting for complaints already too late?
  2. 2.Do upset guests want more compensation, or faster action?
  3. 3.Who am I really answering in a bad review?
  4. 4.If emergencies are rare, why prepare for them?
  5. 5.When will yesterday's problem come back?