BUSN 258 AID Something Great/busn258aid.com

1
COM 295 STUDY Inspiring Minds/com295study.com
BUSN 258 AID Something Great/busn258aid.com

• For more course tutorials visit
• www.com295study.com

• Formore course tutorials visit
• www.busn258aid.com

2
fdfdsfsd
BUSN 258 Entire Course (Devry) FOR MORE CLASSES
VISIT www.busn258aid.com   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
3
fdfdsfsd
BUSN 258 Week 1 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com   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?
4
fdfdsfsd
BUSN 258 Week 1-7 All Discussion Questions
(Devry) FOR MORE CLASSES VISIT
www.busn258aid.com   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 Week 4 DQ 2 - Trends
5
fdfdsfsd
BUSN 258 Week 2 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com 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.
6
fdfdsfsd
BUSN 258 Week 2 You Decide (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com   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.  
7
fdfdsfsd
BUSN 258 Week 3 Case Study (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com 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.
8
fdfdsfsd
BUSN 258 Week 4 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com . 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.
9
fdfdsfsd
BUSN 258 Week 4 Midterm - Set 2 (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com 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?
10
fdfdsfsd
BUSN 258 Week 4 Midterm - Set 1 (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com   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
11
fdfdsfsd
BUSN 258 Week 5 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com 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?
12
fdfdsfsd
BUSN 258 Week 5 You Decide (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com   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.
13
fdfdsfsd
BUSN 258 Week 6 Case Study (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com BUSN 258 Week
6 Case Study LL Bean ATT
14
fdfdsfsd
BUSN 258 Week 7 Assignment (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com 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?
15
fdfdsfsd
BUSN 258 Week 7 You Decide (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com 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.
16
fdfdsfsd
BUSN 258 Week 8 Final Exam 1 (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com 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
17
fdfdsfsd
BUSN 258 Week 8 Final Exam 2 (Devry) FOR MORE
CLASSES VISIT www.busn258aid.com   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
18
COM 295 STUDY Inspiring Minds/com295study.com
BUSN 258 AID Something Great/busn258aid.com

• For more course tutorials visit
• www.com295study.com

• Formore course tutorials visit
• www.busn258aid.com