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Handling Digital Customers
When it comes to meeting and exceeding customers’ expectations on social media, agents must master best practices for listening and responding through key social media channels.
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What Learners will learn
- Use established techniques for responding professionally to customers on social media.
- Define the HERO social media customer service model.
- Apply best practices for handling customer complaints online.
- Apply best practices for identifying and handling digital trolls effectively.
- Interpret online customer feedback properly.
Who should take this?
- Individuals interested in improving their customer social media support skills
- Newly hired social agents (as part of onboarding)
- Agents that switch to the social media support channel
- Agents that have difficulty handling customers on social media
- Supervisors or coaches that manage social agents
Course Outline
- Effective Communication on Social Media
- The Hero Model
- Handling Unhappy Customers
- Handling Digital Trolls
- Handling Positive Feedback
- Final Exam
Format
Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.
The Handling Digital Customers course is designed by call center experts to provide a practical and engaging learning experience. Start today.