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• BUSN 258 Entire Course

• BUSN 258 Week 1 Assignment

• BUSN 258 Week 1-7 All Discussion Questions
•  
• BUSN 258 Week 4 Midterm
•  
• BUSN 258 Week 8 Final Exam
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• BUSN258 Week 1 Assignment
• BUSN258 Week 2 Assignment

• 1. What major corporations that youve heard of
  seem to be doing the best job of building
  customer loyalty? In what ways do they attempt to
  build long-term relationships with customers?
•  
• 2. How do ripple effects escalate the problem of
  the lost customer?

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BUSN 258 Apprentice tutors / snaptutorial.com

• BUSN 258 Week 2 Assignment

• BUSN 258 Week 2 You Decide

• 1.What are some factors (patterns of behavior)
  that project a companys culture? List several
  examples from organizations you work in.
•  
• 2.What are three major elements that complicate
  listening? Give customer-service related examples
  of each.

• Read the You Decide scenario and decide on a
  response. Your goal is to identify the critical
  issues in the scenario and determine how you
  would resolve. Write a report correctly formatted
  of at least 125 words. Drop the report in the
  DropBox. Remember to run the spelling and grammar
  checker on your work before turning it in.

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BUSN 258 Apprentice tutors / snaptutorial.com

• BUSN 258 Week 3 Case Study

• BUSN 258 Week 4 Assignment

• 1. Interview After completing your assigned
  readings for this week, interview someone who has
  a customer relations/customer service role or
  responsibility where the person has
  organizational responsibility and knowledge of
  the companyÂs customer relations policies. This
  person could be in your own organization or in
  any other company.

• 1. Look back on your own experiences as a
  customer and identify situations when little
  things have made a difference in your buying
  decision. Think, for example, of places you have
  stopped doing business with. What little things
  pushed you out of the zone of indifference into
  the dissatisfied range?

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• BUSN 258 Week 4 Midterm - Set 2

• BUSN 258 Week 5 Assignment

• 1.Question (TCO 1) The letter L in the acronym
  LIFE stands for ________.
• 2. Question (TCO 2) Customer loyalty is
• 3. Question (TCO 9) Despite many similarities
  between them, Wal-Mart and K-Mart have very
  different results, largely because of "little
  things" that seem to result in better customer
  service. How do the sales of these two companies
  compare?

• 1. How can organizations become more open to
  feedback? What kinds of employee training would
  help? What would you tell your employees about
  feedback importance if you were the boss?
•  2. What are the three important steps needed to
  recover the potentially lost customer?

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BUSN 258 Apprentice tutors / snaptutorial.com

• BUSN 258 Week 5 You Decide

• BUSN 258 Week 6 Case Study

• Scenario Summary
• You are a general manager with a service company.
  You are hearing comments from your sales group
  that customers are unhappy with your company. The
  comments range from poor service, missed
  assignments, to technical failures. When you ask
  for specifics, you get a general view of
  dissatisfaction from your sales group but not a
  clear view if there is an issue.

• BUSN258 Week 6 Case Study LL Bean ATT

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• BUSN 258 Week 7 Assignment

• BUSN 258 Week 7 You Decide

• 1. Which of the two general causes of stress,
  worker characteristics and working conditions, is
  the most significant in your job? How can you
  control or manage it?
•  
• 2. How can a manager best set a strategy for
  improving customer loyalty? What steps make sense?

• Scenario Summary
•  
• You are Bob Yeader, a Sales Manager, of a small
  printing company. One of you sales people asked
  for a meeting. The meeting was difficult. The
  sales person, Pat Lawson, broke down in the
  meeting. Pat said the work was too much and the
  customers too demanding.

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BUSN 258 Apprentice tutors / snaptutorial.com

• BUSN 258 Week 8 Final Exam 1

• BUSN 258 Week 8 Final Exam 2

• 1.
• Question
•  
• (TCO 1) The best way to win customer loyalty is
  to
•  2.
•  Question
•  
• (TCO 2) Which of the following problems is NOT
  listed as a people turnoff?

• 1.
• Question
•  
• (TCO 1) The first step to reduce waiting time is
  to
• 2.
•  Question
•  (TCO 2) Communication turnoffs often occur when
  employees are ignorant of

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