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.

  • Agent
  • 55 min

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


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.