When answering this question, you'll want to showcase your ability to handle challenging situations in an advertising context. Here are a few steps you can follow:
Here is an example answer:
"In my previous role as a social media manager at XYZ Company, we had a negative social media campaign where a customer publicly complained about our product's quality. I immediately responded to the customer, acknowledged their concerns, and assured them that we would take the necessary steps to address the issue. I also monitored the conversation closely, and when more negative comments began to appear, I created a crisis management plan that included creating a response to the negative feedback, and also reaching out to some of our satisfied customers to post positive reviews on our social media platforms. I also collaborated with our customer service team to ensure that all complaints were being handled in a timely and satisfactory manner. As a result of these efforts, we were able to turn the situation around and ultimately saw an increase in positive sentiment towards our product on social media."