Bbc Case Summary

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Problem Statement

The large portion of the problem is that BCBSNC customer service representatives are not properly trained to handle frustrated or irate customers. This lack of training is manifested in the company’s overall 66.1% customer satisfaction rating. To further complicate the problem, BCBSNC is just one of multiple Blue Cross Blue Shield (BCBS) organizations to tout a negative public perception of customer service.

BCBSNC Background Information
BCBSNC was founded in 1933. The company is a major health insurance provider in the State of North Carolina According to BCBSNC Corporate Website is a not-for-profit (no stocks) but is a fully taxed company with over 4,000 employees and more than 3.6 million customers. Per the BCBSNC corporate

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