How to answer this Communication Skills interview question about Social Media Interaction for Entry-Level Social Media Coordinator?

How would you handle a negative comment on one of the company’s social media posts?

Social Media Coordinator

Communication Skills

Asked at

Starbucks

Difficulty :

Easy

Explanation

This question evaluates your ability to manage online interactions professionally and protect the brand's reputation. Recruiters assess your communication skills, empathy, and ability to de-escalate situations. Common pitfalls include responding defensively or ignoring the comment entirely. A strong answer involves acknowledging the issue, responding calmly, and addressing the concern constructively. Preparation involves reviewing brand tone guidelines and practicing social media crisis management techniques.

Answer Example

I would start by acknowledging the comment and expressing empathy toward the customer’s concern. I would then provide a thoughtful, brand-aligned response that addresses the issue, and if necessary, direct the conversation to a private message for further resolution. For example, I managed a similar situation where a customer complained about a delayed order. By responding promptly and offering a solution, the issue was resolved, and the customer appreciated the transparency.

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