The 3R method: a structured approach to review replies
This training teaches your team to recognise feedback, respond without revealing confidential data and propose a resolution. Reports are based on platform rules, with no promise of removal.
Any team dealing with public reviews
Any business leader, marketer, customer manager, support or sales professional who replies, or needs to reply, to reviews on Google, Trustpilot, Doctolib, Tripadvisor or in the press. For Atmos Technics or an expert practice, this typically means the business leader and the administrator handling client follow-up.
Prerequisites: none. An active Google Business Profile is recommended for the practical exercises. We work with real reviews, both yours and typical examples, to adapt the method to your brand voice.
Secondary audience: sales teams who can request reviews after a service, marketers managing reputation strategy and leaders facing a crisis such as a smear campaign or fake reviews.
Two days, six modules, practical work on your real reviews
A team routine for every review
Reviews to examine
-
Monitoring
Know which channels the feedback was published on.
-
Writing
Prepare a response suited to the situation and the brand.
-
Validation
Identify who reviews sensitive points before publication.
-
Follow-up
Keep a record of decisions and any reports.
Module 1 · The 3R method in practice
Recognise + Respond + Resolve. A workshop on ten real reviews: positive, neutral, negative and defamatory. You leave with 20 templates adapted to your brand voice.
Module 2 · Reporting abusive reviews
Reading each platform’s rules, distinguishing disagreement from reportable content, building a factual case and tracking its status. The platform decides on removal and guarantees no timeframe.
Module 3 · Review collection strategy
An official link or QR code offered neutrally to real customers, without incentives or selection based on satisfaction. Channels and timing are adapted to the actual customer journey.
Module 4 · Cross-platform monitoring
Automated monitoring with Mention, Google Alerts or Brand24; monitoring Google Business, Trustpilot, Yelp and Doctolib; instant mobile alerts and a central dashboard.
Module 5 · Crisis management
Preserving evidence, governing the response, official reporting tools and escalation criteria. Any legal assessment or erasure request is referred to the appropriate adviser.
Module 6 · Team routine and KPIs
Internal process: who responds, within what timeframe and with whose approval? Monthly KPIs: average rating, response rate and percentage of reviews below four stars. An online reputation policy to share.
Try the 3R method on a sample review
A learning template to adapt and have validated. It proves neither the author’s identity, the truth of the facts nor a rule violation. In healthcare, law and regulated professions, never publicly confirm a client relationship.
Format, pricing and deliverables
Format & pricing
- Two days (16 hours), groups of up to six
- In person in Brussels / remotely
- Open course: €1,600 excluding VAT per person
- In-house: €6,800 excluding VAT, fixed fee (3 to 6 people)
- Crisis management coaching: €380/hour (urgent)
- Check any potential funding before registering
Deliverables
- 50+ page PDF manual with 20 response templates
- Internal online reputation policy to share
- Step-by-step crisis procedure
- SMS/email templates for requesting reviews
- Private Slack access for 30 days (crisis support)
- Kanexio certificate
Your questions
Urgent coaching for a reputation crisis?▾
Individual coaching may be offered at the published rate, subject to availability and an agreed scope. It covers evidence preservation, approval procedures and reporting tools. Any legal action is decided with a lawyer.
How many reviews do we need to be credible?▾
There is no universal threshold. Customer volume, sector, recency and context affect how a profile is read. The right goal is regular, neutral collection proportionate to real experiences, without a guaranteed rating or volume.
Can a negative Google review be removed?▾
A review can be reported if it appears to violate Google’s policies, for example through fake engagement, a conflict of interest or personal information. Only content that violates the policies can be removed. No timeframe or success rate is guaranteed.
Complement this with
Ready to structure your digital growth?
Let's discuss your project. An initial conversation with no obligation.
