How to React to Negative Reviews & Feedback Online

Instructions:

Choose an answer and hit 'next'. You will receive your score and answers at the end.

question 1 of 3

Which of these examples would be a good fit for demonstrating both an apology and sympathy to an unhappy consumer online?

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1. Incorporating marketing into your response to negative feedback can help in what way?

2. Customer service agents can go the extra mile in responding to negative feedback by _____.

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About This Quiz & Worksheet

Get an idea of how much you know about responding to negative online feedback. Answer questions on topics ranging from a response that is apologetic and sympathetic to how the use of marketing in a response to negative online feedback can be helpful.

Quiz & Worksheet Goals

Multiple-choice questions will assess you on these points:

  • The role of customer service agents in dealing with negative online feedback
  • The reason it's important not to bring up your brand name in these situations
  • One way of handling negative online feedback that wouldn't be appropriate

Skills Practiced

  • Knowledge application - use your knowledge to answer questions about responding to negative online feedback
  • Information recall - access the knowledge you've gained regarding the most effective ways of handling negative feedback online
  • Making connections - use your understanding of negative online feedback and how it's associated with customer service agents

Additional Learning

More information is available from the lesson we've created named How to React to Negative Reviews & Feedback Online. Pay attention to these topics listed below:

  • Example of responding to negative feedback online
  • Analysis of the various ways to ensure that process is handled properly
  • The importance of polite behavior
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