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BUSN 258 Course Extraordinary Success
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BUSN 258 Course Extraordinary Success
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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
• BUSN258 Week 1 Assignment
• BUSN258 Week 2 Assignment
• BUSN258 Week 2 You Decide
• BUSN258 Week 3 Case Study
• BUSN258 Week 4 Assignment
• BUSN258 Week 5 Assignment
• BUSN258 Week 5 You Decide
• BUSN258 Week 6 Case Study
• BUSN258 Week 7 Assignment
• BUSN258 Week 7 You Decide

• 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

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BUSN 258 Course Extraordinary Success
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• BUSN 258 Week 1

• BUSN 258 Week 2 Assignment

• 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

• 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 Course Extraordinary Success
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• BUSN 258 Week 2 You Decide

• BUSN 258 Week 3 Case Study

• 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.

• 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.

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BUSN 258 Course Extraordinary Success
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• BUSN 258 Week 4 Assignment

• BUSN 258 Week 4 Midter1

• 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.

• 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

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BUSN 258 Course Extraordinary Success
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• BUSN 258 Week 4 Midterm

• BUSN 258 Week 5 Assignment

• 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

• 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?

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BUSN 258 Course Extraordinary Success
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• BUSN 258 Week 5 You Decide

• BUSN 258 Week 6 Case Study

• 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.

• BUSN258 Week 6 Case Study LL Bean ATT

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BUSN 258 Course Extraordinary Success
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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?

• 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.

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BUSN 258 Course Extraordinary Success
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• 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?
• 3. Question (TCO 3) Small companies can compete
  against larger ones if they offer
• 4. Question (TCO 4) Which of the following is
  NOT an example of something a company can do to
  enhance extrinsic value?
• 5. Question (TCO 5) Companies cannot wait years
  for their customers to see long-term value, so
  they should

• 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

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BUSN 258 Course Extraordinary Success
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