When dealing with negative sentiment, you should:

  • Ignore it, the customer will probably forget about it
  • Check to see if the customer’s problem is the company’s fault. If not, let them know
  • Address it quickly, and take the conversation to private messaging as needed
  • Ask your brand advocates to target the customers message with hostile replies

The correct answer is:

  • Address it quickly, and take the conversation to private messaging as needed.

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