Example response for question delving into Online Review, Feedback Management with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Situation: Provide a brief overview of the situation when you received a negative online review or feedback
•  Understanding the Issue: Explain how you analyzed and understood the specific concerns raised in the review or feedback
•  Communication & Empathy: Describe how you responded to the reviewer with empathy and professionalism
•  Resolution & Action: Outline the steps you took to address the issue and resolve the customer's concerns
•  Monitoring & Follow-up: Explain how you monitored the situation and followed up with the customer to ensure their satisfaction
•  Learning & Improvement: Discuss how you used the feedback to improve processes or prevent similar issues in the future

  What the Interviewer is trying to find out about you and your experiences through this question

•  Problem-solving skills: Ability to handle and resolve customer complaints or negative feedback online
•  Customer service orientation: Attitude towards addressing customer concerns and maintaining customer satisfaction
•  Communication skills: Ability to effectively communicate and engage with customers in a professional manner
•  Reputation management: Experience in managing and protecting the company's online reputation

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Blaming or criticizing the customer: Avoid blaming or criticizing the customer for their negative review or feedback. Instead, focus on understanding their concerns and finding a solution
•  Lack of empathy or understanding: Avoid showing a lack of empathy or understanding towards the customer's experience. Show that you genuinely care about their concerns and are committed to resolving the issue
•  Inability to handle criticism: Avoid displaying an inability to handle criticism or negative feedback. Instead, demonstrate your ability to remain calm, professional, and open to feedback
•  Lack of problem-solving skills: Avoid not providing a clear solution or action plan to address the negative review or feedback. Show that you can analyze the situation, identify the root cause, and propose effective solutions
•  Ignoring or dismissing the review: Avoid ignoring or dismissing the negative review or feedback. Acknowledge the customer's experience and show that you take their concerns seriously
•  Lack of communication skills: Avoid poor communication skills, such as not actively listening to the customer or not effectively conveying your message. Demonstrate your ability to communicate clearly, actively listen, and provide timely updates to the customer

 Related

  Other questions asked for the Marketing Manager in Marketing function. View details for the Marketing Manager here

• Tell me about your experience in developing marketing strategies.
• How do you approach market research and analysis?
• Can you give an example of a successful marketing campaign you have managed?
• Describe your experience in managing a marketing team.
• How do you measure the success of a marketing campaign?
• Tell me about a time when you had to deal with a difficult client or stakeholder.
• What marketing tools and software are you familiar with?
• Can you provide an example of a successful social media marketing campaign you have executed?
• How do you prioritize marketing initiatives when faced with limited resources?
• Tell me about a time when you had to handle a marketing crisis.
• What metrics do you consider when evaluating the effectiveness of a marketing campaign?
• How do you collaborate with other departments to ensure marketing objectives are aligned?
• Describe your experience in developing and managing a marketing budget.
• What strategies do you use to generate leads and drive customer acquisition?
• How do you ensure marketing activities are aligned with the overall business goals?
• How do you stay updated with the latest marketing trends and technologies?
• Can you provide an example of a marketing campaign that didn't go as planned? How did you handle it?
• How do you identify and target your ideal customer segments?
• How do you ensure brand consistency across different marketing channels?