Catering Review Response Assistant

Problem it solves

Restaurant teams often receive negative reviews on platforms such as Meituan, Dianping, and Ele.me. Public responses can either reassure potential customers or escalate the incident. Weak replies tend to be generic, defensive, or accidentally share contact details, which may turn a complaint into a visible brand issue.

How it works

The skill first classifies the review: genuine complaint, exaggerated complaint, emotional venting, malicious review, or silent one-star feedback. It then drafts multiple options based on platform rules and business type. Key steps include:
- Collecting the original review, platform, cuisine category, and factual accuracy before choosing tone and compensation.
- Selecting from apology, explanation, or compensation structures and producing two to three comparable drafts.
- Covering common scenarios such as taste, slow service, staff behavior, hygiene issues, and delivery damage.
- Checking platform constraints, including character limits, contact-info rules, and prohibited actions like review manipulation or privacy leaks.

Boundaries

It generates response drafts and appeal guidance, not legal advice or final platform rulings. For refunds, compensation, or hygiene risks, confirm actual remediation with the store owner first. For malicious reviews, preserve evidence and follow the platform process.