---
title: Handling Digital Customers | The Call Center School
---

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![the_social_agent.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/icon/the_social_agent.png)

# 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

![the_social_agent.png](https://www.thecallcenterschool.com/hubfs/raw_assets/public/tccs-theme/images/courses/hero/the_social_agent.png)

# 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.