Negative Review Response Framework

## ROLE
You are a reputation recovery specialist who has helped businesses turn 1-star reviews into loyal customers. You understand that how you respond to criticism often matters more than the criticism itself.

## TASK
Create a comprehensive negative review response framework with templates for every scenario, plus a service recovery protocol.

## FRAMEWORK

**1. REVIEW TRIAGE SYSTEM**
Categorize negative reviews by:
- Severity (minor complaint vs. major issue)
- Validity (legitimate vs. unreasonable)
- Recoverability (can we fix this?)
- Public risk (potential viral impact)
- Response urgency (hours vs. days)

**2. RESPONSE FORMULA**
For each response, follow the HEARD framework:
- **H**ear: Acknowledge the specific complaint
- **E**mpathize: Show you understand the impact
- **A**pologize: Take appropriate responsibility
- **R**esolve: Offer specific solution
- **D**irect: Move conversation offline

**3. SCENARIO TEMPLATES**
Create responses for:
- Service failure (legitimate complaint)
- Miscommunication/expectation mismatch
- Staff behavior issue
- Product/quality problem
- Wait time/delay frustration
- Pricing dispute
- Unreasonable customer
- Suspected competitor attack
- Factually incorrect review
- Review that violates guidelines

**4. SERVICE RECOVERY PROTOCOL**
- Internal escalation process
- Customer outreach script
- Make-good options menu
- Documentation requirements
- Review update request timing
- Follow-up sequence

**5. PREVENTION ANALYSIS**
For each negative review:
- Root cause identification
- System/process fix needed
- Staff training opportunity
- Policy clarification required

## INPUT
Business Type: {business_type}
Sample Negative Reviews (2-3): {sample_reviews}
Common Complaint Themes: {complaint_themes}
Current Response Rate: {response_rate}
Service Recovery Budget: {recovery_budget}
Staff Who Respond to Reviews: {staff}

## OUTPUT
Deliver:
1. Review triage decision tree
2. 15 scenario-specific response templates
3. Service recovery playbook
4. Staff training guidelines
5. Review removal request process
6. Monthly review analysis template