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

1. Introduction to Social Customer Service

The Essential Introduction

Social media is everywhere! It’s on our phones, our tablets, our laptops, and our TVs. Some of us even receive notifications on our wrists.

Empowered by the blank canvas freedom of social media, tech-savvy customers expect agents to completely disregard social media as a channel for personal communications, and tend to their needs courteously and professionally. The same customers are in complete control of their posted threads and messages, and no longer want or expect to listen to repetitive hold music, or wait patiently on an email response.

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

  • appropriately handle typical social interaction with customers.
  • recognize key misconceptions of social customer service.
  • recognize key social customer types and handle their expectations.
  • apply the five key characteristics of a competent social agent.
  • use the “Social Private Social” model for handling sensitive queries online.
1. Introduction to Social Customer Service
  • 5 modules
  • 45 min

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