Customer Service - Bronze

Issued by Blue Cross and Blue Shield of North Carolina

Earners of the Customer Service Bronze digital credential have acquired insights and techniques that will help them deliver first-class, optimal customer experience within a range of different situations. They have mastered core soft skills required for customer service excellence, practiced their communication and rapport-building skills and established the basic knowledge foundation to effectively support customers and drive impactful customer service culture within the organization.

Type Learning
Level Foundational
Time Months
Cost Free

Skills

Earning Criteria

Graduate from Customer Service new hire training with a passing score of 85% or higher on all examinations. Successfully complete all coaching interaction segments during on-the-job training periods by making the necessary adjustments provided by your coach.
Complete and demonstrate the following skills attained from Service Mentor training: Acknowledge the Customer Issue/Emotion, Gain control with an “I can” Statement, Transition to Probing, Probe using Situation, Issues and Validation Questions, Provide Solution with Options, Gain Acceptance, Recap and Provide Next Steps, Ask “Is There Anything Else?”.
Develop and demonstrate effective de-escalation skills by completing the Deescalate Intense Customer Interactions Pathway.
Demonstrate the appropriate proficiency according to role type for three consecutive months and maintain that proficiency level. Phone staff must meet or exceed individual Quality, Customer Satisfaction, Call Resolution, and Adherence goals outlined for their primary line of business. Non-phone staff would achieve the minimum metrics in alignment with their respective team.
Strengthen and reinforce skills in Customer Service Excellence annually by completing a learning pathway for continuous development.