Sample interview questions: How do you approach managing and responding to customer feedback and inquiries on social media for beauty brands?
Sample answer:
1. Establish a Clear Social Media Monitoring System:
- Utilize social listening tools and alerts to monitor all brand mentions, including positive and negative feedback.
- Designate a dedicated team to oversee social media monitoring and response.
2. Respond Promptly and Empathetically:
- Set response time guidelines for both positive and negative inquiries.
- Address all inquiries with empathy and a genuine desire to resolve issues.
- Personalize responses and avoid generic or automated replies.
3. Triage Feedback and Complaints:
- Categorize feedback into positive, negative, or neutral categories.
- Prioritize complaints and inquiries based on their severity and potential impact.
- Assign appropriate personnel to handle specific types of feedback.
4. Facilitate Positive Feedback:
- Acknowledge and respond to positive comments to build brand affinity.
- Encourage customers to share their experiences and testimonials.
- Showcase positive feedback on the brand’s website, social media pages, and marketing materials.
5. Address Negative Feedback Constructively:
- Acknowledge the customer’s concerns and apologize for any inconvenience.
- Offer a solution or compensation w… Read full answer
Source: https://hireabo.com/job/8_1_32/Beauty%20PR%20Specialist