How do you respond to your boss as a manager when they talk about a bad customer review?

I need some advice on handling when my boss gives me a bad customer review about myself or my team.

So today we got a bad review in from a customer saying me and my team in the building didn't want to help. I and another manager was working on my weekly work. I was teaching him about it so he understood what I do and why. We had another team member come up to us and was waiting and then a guest came over to ask for help and my team member was trying to get them help. Told them to go over to the counter and they would get someone to help them. We had a cashier who could help them and my team member was going to call them over on the radio but when they turned around to grab their radio they walked away to another area of the building.

So later on they left a review saying that the three of us didn't want to help. I didn't hear the customer to know what the issue was till my team member told me they walked away and they explained the issue the customer was having and what they was doing to fix it but they walked away.

When my boss left a screen shot of what the review said I replied with what really happened on our end so he knew what happened and that we was trying to help the customer but they walked away.

I get that what the customer sees is most important when it comes to the reviews. So I guess I got 2 questions, other than walking the customer to the cashier what could we have done better? Then how am I suppose to respond to things like this as a manager. Im not trying to be rude or get upset all I was trying to do is explain what happened since he wasn't there and only sees what the customer said. Am I suppose to just say "thank you for the feedback back" I dont get how im suppose to respond to this without just explaining what happened even if I did something wrong I just want to say what happened even if I did something wrong.