Today's customers know more and expect more. The ability to provide a professional social customer experience is key for many centers. Equipped with the power of words, agents will learn how to communicate with customers without relying on face-to-face or vocal techniques - to deliver a truly coherent social customer experience.


Certification 3 courses 4 h 3 min

2. Handling Digital Customers

Essential Skills for Contact Center Agents

When it comes to meeting and exceeding digital customers’ expectations, agents must master best practices for listening and responding through key social media channels.

Providing customer service through social media provides agents with a prime opportunity to connect with customers. Nevertheless, there’s still a significant gap between what customers expect, and what many brands are actually delivering.

This course equips agents with the essential skills and knowledge required to handle customers effectively online, and explores best practices for ensuring a first-class service experience throughout every interaction.

At the end of this course, agents will be able to:

  • use established techniques for responding professionally to customers on social media.
  • follow the simple, but effective, HERO Customer Service Model.
  • apply tips and best practices for handling customer complaints online.
  • apply tips and best practices for identifying and handling digital trolls effectively.
  • react to positive customer feedback online correctly.
2. Handling Digital Customers
  • 7 modules
  • 80 min

The Digital Customer Service program is designed by call center experts to provide a practical and engaging learning experience. Start today.