Customers say “I read some bad reviews about you” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
They have done their homework and found something that worries them, or they are testing your honesty. A review rarely tells the whole story, but it may point to a real weak spot. Ask what they read. Their answer shows whether it is one old complaint or a pattern that deserves a straight explanation.
Typical in: Retail and e-commerce, Telecom and energy, Insurance and finance
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Ask what sits behind the objection, so you answer the real concern.
“Thank you for telling me rather than keeping it to yourself. What did the reviews say, and which part concerned you most? I would rather deal with the real concern than guess.”
Show you heard it, then ask an open question before you respond.
“Reviews matter, and some of them are fair. If it was about something we got wrong, I will tell you what we changed, or admit if we have not fixed it yet. What was the main complaint?” Then answer it plainly, without attacking the reviewer.
Offer an example, a reference or a sample the customer can check. Never an invented figure.
“Do not judge us by one side of the story. Look at what you read, ask me anything about it, and I will give you a straight account. If you like, I can also put you in touch with someone who can discuss how we handle problems.”
After your response, ask:
If a problem like that came up with you, what would you expect us to do about it?
Avoid: Those reviews are all fake or from people who didn’t understand the product.
Dismissing every critic as fake or foolish sounds defensive and may be untrue. The customer then trusts the reviews more than you.
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionThey have done their homework and found something that worries them, or they are testing your honesty. A review rarely tells the whole story, but it may point to a real weak spot. Ask what they read. Their answer shows whether it is one old complaint or a pattern that deserves a straight explanation.
Clarify before you answer: “Thank you for telling me rather than keeping it to yourself. What did the reviews say, and which part concerned you most? I would rather deal with the real concern than guess.” Acknowledge, then ask: “Reviews matter, and some of them are fair. If it was about something we got wrong, I will tell you what we changed, or admit if we have not fixed it yet. What was the main complaint?” Then answer it plainly, without attacking the reviewer. Offer proof: “Do not judge us by one side of the story. Look at what you read, ask me anything about it, and I will give you a straight account. If you like, I can also put you in touch with someone who can discuss how we handle problems.”
If a problem like that came up with you, what would you expect us to do about it?
Avoid “Those reviews are all fake or from people who didn’t understand the product.” Dismissing every critic as fake or foolish sounds defensive and may be untrue. The customer then trusts the reviews more than you.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.