Whenever you receive new negative feedback, it is time to take immediate action. Your customer service team must be trained to handle these and to know the proper responses. Your goal should be to satisfy the customer, to fix the problem so it doesn't happen to other customers, and to possibly get the feedback amended or removed. This all starts with knowing as soon as you receive a new negative. If you don't already pay for a separate service to manage your feedback, this might be the only tool you need.