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A negative review goes viral

Recensione negativa virale · Customer Success · Beginner

The case

A customer posted a harsh review of your restaurant: they found a hair in their dish and were treated badly by the waiter. The post got 2,000 shares in 24 hours. It's partly true: the hair was there, but the customer also insulted the staff. How do you handle it?

Un cliente ha pubblicato una recensione durissima sul tuo ristorante: racconta di aver trovato un capello nel piatto e di essere stato trattato male dal cameriere. Il post ha 2.000 condivisioni in 24 ore. In parte è vero: il capello c'era, ma il cliente aveva anche insultato il personale. Come gestisci?

Read the case, write how you would solve it, in free text, no prompt required, and Grace's AI judges whether your solution actually works, solved or not solved, with a 0-100 score and coaching feedback that points at what is still uncovered without revealing the answer. Your first 5 evaluations each day are free.

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Frequently asked questions

What is the "A negative review goes viral" problem-solving case on Grace?

It is a beginner-level Customer Success case based on a real workplace situation. You read the problem, write how you would solve it in free text, and Grace's AI judges whether your solution actually works, and tells you what is still uncovered.

Can I retry if my solution doesn't solve the case?

Yes. The feedback tells you what remains uncovered, without revealing the solution, so you can strengthen your plan and try again. After you solve it, 6 more Customer Success cases are waiting.

Who is this case for?

Anyone who wants to train structured problem solving: managers, professionals and candidates preparing for case interviews in Customer Success. The beginner difficulty makes it an accessible starting point.

How is my solution evaluated?

Grace's AI checks four things: whether you address the core problem (not just the symptoms), whether your plan is feasible within the constraints of the case, whether you consider risks and consequences, and whether you avoid the typical mistakes. You get a solved/not-solved verdict, a 0-100 score and coaching feedback.

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