BUSN 258 Read, Lead, Succeed/Uophelpdotcom

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BUSN 258 Read, Lead, Succeed/Uophelpdotcom

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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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BUSN258 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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BUSN258 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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BUSN258 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. Scenario Summary - You just took a new job
  as general manager with a manufacturing company.
  They brought you in because sales and profits are
  declining. As you look into the company sales and
  profits issues during the first few weeks, you
  also observe that in addition to the declining
  sales, the company has complaints from customers
  about a variety of issues including late
  shipments, defective products and wrong
  invoices.Your sales and manufacturing groups
  blame each other and the customer for the issues
  including misleading information given to the
  customer by sales, incorrect information from the
  customer regarding specifications, and
  unrealistic ship dates.

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BUSN258 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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BUSN258 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.
• 3. Among the most important determinants of
  customer satisfaction is the availability of
  feedback. We gain clearer insight into what
  customers want and dont want by systematically
  processing all types of feedback. Describe five
  ways todays organizations and individuals can
  sharpen their insights with useful feedback.

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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? 
• 4. Question (TCO 10) Customer loyalty is NOT 
• 5. Question (TCO 3) One of the main principles
  behind globalization and expansion across
  cultural and geographic boundaries is

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BUSN258 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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BUSN258 Week 5 You Decide (Devry)

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• Scenario SummaryYou 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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BUSN258 Week 6 Case Study (Devry)

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• BUSN258 Week 6 Case Study LL Bean ATT

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BUSN258 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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BUSN258 Week 7 You Decide (Devry)

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• Scenario SummaryYou 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.You knew that there was more work,
  after all there were more customers, and you
  recently put in place some new procedures and
  technology to make to service customers better
  and increase sales. Pat was the only one
  struggling at least you thought so. You were
  wondering what your options are.

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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?

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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

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BUSN 258 Read, Lead, Succeed/Uophelpdotcom

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• www.uophelp.com