The Internet has given customers a voice but has also given rise to self-entitled griping. With this question, the interviewer is trying to ascertain how you handle bad press. First of all, you need to show that you’re comfortable with negative feedback and know how to turn it into positive branding.

For instance, you could say that as a representative of the brand, you would use the feedback as an opportunity to address the customer respectfully. You would also assure them that the brand wants to make the customer happy and discuss how to accomplish that goal best.