There is a lot of negative commenting going online about celebrities, people’s lives, brands, and every area. This negativity can be toxic for sure but let’s talk about brands, if a user is not satisfied with your product or service and comments about it, that isn't toxic and therefore shouldn’t be ignored. It gives you an insight into the faults of your own company and therefore can help you improve and eventually get better.
The main question is how to respond to the negative comments online.
It's pretty simple, you just need to keep some points in mind,
Never ignore a negative comment
this way you are just inviting more comments from the same user if he/she gets frustrated. Write something that could help them with the problem, give them a solution to the problem.
Be polite and natural
don’t go over the board with politeness, that looks staged. Show that you really mean the apology and are looking forward to improving and providing more satisfaction to the customers. ‘This place serves the best shakes’ if someone comments this, reply with something like, ‘Sorry to hear we were unable to provide you with the best services, we are improving just like our flavors with new varieties and sizes. Hope to see you once again so we can serve you the best of us :).
Don't get too generous
and offer something in return, some people could take advantage of it. If a customer is not happy with your product, don't offer something in return or a freebie, rather ask them to reach out to you, give them a customer care number or email and then make a decision.
Reply as soon as possible
strike the iron when it's hot, that is only how it would change the mind of the customer who is unsatisfied, if you reply late to them they have another reason to not like your brand.
And most importantly LEARN FROM YOUR MISTAKES, it will only make your brand better.
Just follow these simple steps and you will be good to go! Never let negative comments get to you or demotivate you. You are doing great :)