Handling Digital Trolls & Difficult Customers Online


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What characteristic separates an angry customer from a digital troll?

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1. Identifying a digital troll could include all of these traits EXCEPT which?

2. What is the single most important step taken in customer service to address trolls or difficult customers?

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About This Quiz & Worksheet

Digital trolls can be found all over social media and internet forums. You will be tested on how to identify these people and how to handle them as a customer service representative.

Quiz & Worksheet Goals

The quiz asks you to:

  • Explain why it's important to have a policy for dealing with customers online
  • Point out the most important step for customer service representatives in regards to working with trolls
  • Identify a way to distinguish a troll from an actual customer online

Skills Practiced

  • Knowledge application - use your knowledge to name a characteristic that separates an upset customer from an online troll
  • Interpreting information - show that you can read information about the best way to handle an online troll and interpret it correctly
  • Information recall - access the understanding you've gained about creating and following a policy for working with customers online

Additional Learning

Enhance your understanding of this subject by reading the lesson named Handing Digital Trolls & Difficult Customers Online. This lesson will teach you about:

  • Common behaviors of online trolls
  • How to diffuse a situation that involves an online troll
  • What moderators can do to handle situations with difficult people online