BUSN 258 AID Experience Tradition Expect Success/busn258aiddotcom

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BUSN 258 AID Experience Tradition Expect
Success/busn258aiddotcom

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BUSN 258 Entire Course (Devry)

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• BUSN 258 Week 1-7 All Discussion Questions
• BUSN 258 Week 4 Midterm
• BUSN 258 Week 8 Final Exam
• BUSN258 Week 1 Assignment
• BUSN258 Week 2 Assignment
• BUSN258 Week 2 You Decide
• BUSN258 Week 3 Case Study
• BUSN258 Week 4 Assignment

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BUSN 258 Week 1 Assignment (Devry)

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• 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 Week 1-7 All Discussion Questions
(Devry)

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• Week 1 DQ 1 - Customer Service Impact
• Week 1 DQ 2 - Building Relationships
• Week 2 DQ 1 - Selling
• Week 2 DQ 2 - Listening
• Week 3 DQ 1 - Customer Contact
• Week 3 DQ 2 - The Web
• Week 4 DQ 1 - The Unreasonable Customer

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BUSN 258 Week 2 Assignment (Devry)

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• 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.

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BUSN 258 Week 2 You Decide (Devry)

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• 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 Week 3 Case Study (Devry)

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• 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. Ask the interviewee to
  describe the role and importance of customer
  relations/customer service to the organization
  and the top three customer relations/customer
  service issues faced by the organization. In case
  of a last minute conflict it is best to have a
  second choice lined up.

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BUSN 258 Week 4 Assignment (Devry)

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• 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? Be as specific as
  possible and remember that often dissatisfaction
  comes from a series of truly small, almost
  insignificant turnoffs.
• 2. Describe in your own words the three
  categories of customer turnoffs. Give five
  specific examples of each.

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BUSN 258 Week 4 Midterm - Set 2 (Devry)

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• 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?

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BUSN 258 Week 4 Midterm - Set 1 (Devry)

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• 1.Question
• (TCO 1) Excellent organizations are
• Question (TCO 2) The Gallup organization studied
  the impact of customer ________ on long-term
  customer loyalty and profitability.
• Question (TCO 9) You can gain loyal online
  customers through a lack of competition if
• Question (TCO 10) Customer dissatisfaction with
  a firm's phone call handling stems from
• Question (TCO 3) A smile originates in the
• Question (TCO 4) What percent of shopping
  decisions are made at the point of purchase?

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BUSN 258 Week 5 Assignment (Devry)

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• 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 Week 5 You Decide (Devry)

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• 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.
• You have met with several of your large customers
  in the past few months and they have not
  indicated that there is an issue. If anything
  your impression from customers is that things are
  going well. Your company is growing and there are
  new customers and some new sales people.

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BUSN 258 Week 6 Case Study (Devry)

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• BUSN 258 Week 6 Case Study LL Bean ATT

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BUSN 258 Week 7 Assignment (Devry)

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• 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?

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BUSN 258 Week 7 You Decide (Devry)

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• 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. Where Pat used to be
  able to get all the work done in one a week,
  there was now too much work. Your internal staff
  has noticed that Pat seems stressed. You wonder
  if customers are seeing the stress. Pat was ready
  to quit. Pat has been with your company for 15
  years.

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BUSN 258 Week 8 Final Exam 1 (Devry)

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• 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?
• 3.
• Question
• (TCO 3) Small companies can compete against
  larger ones if they offer

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BUSN 258 Week 8 Final Exam 2 (Devry)

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• 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
• 3.
• Question
• (TCO 3) Small companies can compete against
  larger ones if they offer
• 4.
• Question
• (TCO 4) Value arises from a tradeoff between

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BUSN 258 AID Experience Tradition Expect
Success/busn258aiddotcom

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