Customer Service Skills Coaching - Bronze

Issued by Blue Cross and Blue Shield of North Carolina

Earners of the Customer Service Skills Coaching - Bronze digital credential have developed and demonstrated skills to identify the pivotal behavior to coach to for the greatest impact: refine, redirect or reinforce. They have participated in calibrations with certified Customer Service Master Coaches to implement best practices and the techniques to provide just-in-time feedback for coaching.

Type Learning
Level Foundational
Time Months
Cost Free

Skills

Earning Criteria

Complete 8 hours of Customer Service Mentor Training, including 9 Ulysses competencies and how they impact the customer experience.
Complete 8 hours of Customer Service Coaching Mentor Training which covers the IDEA coaching methodology and an overview of Reinforce, Refine, and Redirect as it relates to customer service skills coaching.
Apply and practice Customer Service skills coaching in calibration sessions that provide application of skills in customer-focused situations. Lead calibrations with a certified Customer Service Master Coach to demonstrate competency of coaching mentor training. Demonstrate the ability to effectively utilize IDEA methodology in a calibration.
Apply and demonstrate skills on the job for a minimum of 25 hours of Customer Service skills coaching experience.