How to respond to an online review in real-time

When customers take to social media to voice their grievances, how you respond to that review is important. Below are some tips on how you can acknowledge and address the issue at hand.

• Be open and honest - you will of course be upset by the comments, but make sure that you address the negative review in a genuine manner. Be upfront and honest with your customers. 
• Respond in a timely manner - be prepared to act fast, preferably within 48 hours. Even if it is to respond and update your customers that you are working on rectifying the situation, your customers will appreciate that you are listening, you care and you are trying to do something about it
• Apologize - take ownership of what happened. Your customers will appreciate this
• Turn a negative into a positive - don't just stop at an apology - take this situation as an opportunity to show everyone that you are listening and you're doing something about it. Take advantage of the situation to engage with customers, build and establish a relationship with them and impress potential customers
• Be professional - don't write your reply angry. Draft your reply, come back to it and relook at it and if need be, send it to someone to view.

How have you responded to a negative review online? What other tips can you add to this list?