Customer Service - Silver

Issued by Blue Cross and Blue Shield of North Carolina

Earners of the Customer Service Silver digital credential have consistently demonstrated a commitment to excellence in creating positive interactions, resolving issues with finesse, and contributing to a culture of customer satisfaction. They have acquired knowledge and strategies to foster their decision-making, communication, and problem-solving skills. They are recognized for their skill mastery, exceptional depth of knowledge, and expertise in their field.

Skills

Earning Criteria

Act as a Subject Matter Expert (SME) in at least one Customer Service New Hire or Skill Development class, utilizing in-depth product knowledge and exceptional customer service skills to provide guidance and support to others.
Complete the Lean Methodology (PMT) training course and apply the skills learned to proactively identify and solve areas for improvement that will lead to a better customer experience.
Serve as a mentor to at least one Customer Service employee. Apply Customer Service skills and knowledge, like problem-solving and research, to support your mentee and demonstrate your mentoring skills, including effective listening and interpersonal skills.
Develop and apply effective communication skills to drive challenging conversations with customers and peers to ensure productive outcomes by completing the course, Critical Dialogue.
Build skills in time management and prioritization to boost productivity and commit to customer follow-up by completing the course, Time Management.
Complete the course Collaboration and Emotional Intelligence to learn and apply principles and techniques for using emotional intelligence to collaborate and build emotional bonds with others.
Increase leadership acumen by completing the course Get Promoted Faster: Act Like a Leader or the LinkedIn Learning course, The Future is Changing.
Continuously learn and develop your skills to demonstrate capabilities to build rapport and lead with purpose by mentoring others, job shadowing, or volunteering in an informal or formal leadership role each year after earning the digital credential.