Sample interview questions: Can you provide an example of a time when you had to manage a crisis or negative online feedback? How did you handle it?
Sample answer:
Handling a Crisis or Negative Online Feedback:
- Assess the Situation:
- Promptly identify the nature and extent of the crisis or negative feedback.
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Analyze the source, tone, and validity of the feedback.
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Swift Response:
- Respond quickly to the feedback, demonstrating your commitment to addressing concerns.
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Empathize with the customer’s perspective, acknowledging their frustration or disappointment.
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Root Cause Analysis:
- Investigate the underlying causes of the crisis or negative feedback.
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Identify systemic issues or individual errors that contributed to the problem.
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Develop a Resolution Plan:
- Create a detailed plan outlining steps to address the specific issues raised by the negative feedback.
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Prioritize actions based on urgency and impact on the customer’s experience.
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Transparency and Communication:
- Provide transparent updates to the customer, keeping them informed of the progress made in resolving the issue.
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Be honest about any limitations or challenges encountered, establishing trust and goodwill.
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Personalize the Response:
- … Read full answer
Source: https://hireabo.com/job/1_0_1/Digital%20Marketing%20Manager