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Upscale Hotels Mock Interview

Question 4 of 30 for our Upscale Hotels Mock Interview

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Question 4 of 30

How would you respond if a customer left a negative review of yourself or Company ABC online?

"I would be upset to see a negative review online because I put so much pride in the service that I give. However, I would address the situation quickly without becoming defensive. If the complaint were legitimate, I would ask the customer how I could win them back. Do you have an online reputation team at Company ABC? If so, in that case, I would follow their lead and recommendations to the letter."

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How to Answer: How would you respond if a customer left a negative review of yourself or Company ABC online?

Advice and answer examples written specifically for an Upscale Hotels job interview.

  • 4. How would you respond if a customer left a negative review of yourself or Company ABC online?

      How to Answer

      In our digital age, with so much riding on our online reviews, it's imperative that negative reviews see a swift and adequate response. Some businesses will hire experts to handle their online reputation. These online reputation management services are precious to companies, such as hotels and resorts, where many potential customers first go online to read reviews before making a reservation.

      If this situation has happened to you before, you could give an example; however, be careful not to draw too much attention to the negatives and focus primarily on the positive outcome.

      Experts suggest the following when dealing with negative online reviews:

      - Respond quickly to any reviews that are reasonable or understandable
      - Do not become defensive
      - Give a brief public response then offer a more personal private response if possible
      - Address the most important parts of the feedback
      - Reinforce the fact that you care about your quality and customer experience

      1st Answer Example

      "I would be upset to see a negative review online because I put so much pride in the service that I give. However, I would address the situation quickly without becoming defensive. If the complaint were legitimate, I would ask the customer how I could win them back. Do you have an online reputation team at Company ABC? If so, in that case, I would follow their lead and recommendations to the letter."

      2nd Answer Example

      "I am sure Company ABC has an effective protocol in place when situations like this occur. If a customer wrote a bad review online, I would respond if it was appropriate to do so. I put a great amount of pride in the customer service that I deliver and hope that every one of my customers leaves, thrilled with the service they received."

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