Tell us about a situation where you had to handle a social media crisis. How did you resolve it?

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While managing the Facebook page of a local restaurant client, a customer posted a complaint about food poisoning, which quickly gained comments. I had to de-escalate the situation publicly without admitting fault prematurely, while aligning with the client's wish to protect their reputation. I immediately replied publicly with an empathetic, professional message: 'We take this seriously. Please send us a private message with your contact details so our manager can reach out.' I then informed the client and drafted a holding statement. I monitored comments and removed any profanity. Within two hours, the client spoke with the customer and resolved it offline. The customer later edited the original post to clarify it was a misunderstanding, and the restaurant received positive comments for their quick response.

Tell us about a situation where you had to handle a social media crisis. How did you resolve it?

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