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BUSN 258 Education Organization / snaptutorial.com
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BUSN 258 Education Organization / snaptutorial.com
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258 Week 1 Homework Asssignment Independent Auto
Sales and Service (NEW) BUSN 258 Week 3 Homework
Asssignment Independent Auto Sales and Service
(NEW) BUSN 258 Week 6 Homework Asssignment
Independent Auto Sales and Service (NEW) BUSN 258
Week 6 Case Study Trader Joes Time Warner
Cable   BUSN 258 Week 3 Case Study McDuffie
Dentistry BUSN258 Week 1 Assignment
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258 Final Exam (NEW) BUSN 258 Week 8 Final Exam
1 BUSN 258 Week 8 Final Exam 2
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258 Final Exam (NEW)     Question 1.1. (TCO 1)
Which of these key organizational behaviors helps
customers to interact with your organization?
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258 Midterm (NEW)   BUSN 258 Week 4 Midterm -
Set 1
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258 Week 4 Midterm (NEW)     BUSN 258
Midterm   1.         Question         (TCO 9)
How many people is an unhappy customer likely to
tell about a bad experience?  
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.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?  
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258 Week 1 DQ Impact of Good Customer Service
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258 Week 1 DQ Relation With Customers How can
companies build healthy relationships with
customers
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258 Week 1 Homework Asssignment  Choose either
the Independent Auto Sales and Service (IAS) case
onpage 16, or the Network Nutrition Distributors
(NND
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Tutorial contains All DQs (Except Week 6 DQ1,
Week 7 DQ1)   BUSN 258 Week 1 DQ 1 Positive
Impact of Good Customer Service
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   1.Wh
at are some factors (patterns of behavior) that
project a companys culture? List several
examples from organizations you work in.  
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258 Week 2 DQ Engaging Your Customers Choose one
of the Action Tips presented in Chapter 2 of the
textbook and describe the tip, as well as how you
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BUSN 258 Education Organization / snaptutorial.com
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2   Listening to Your Customers (graded) Choose
one of the Action Tips presented in Chapter 3 of
the textbook and describe the tip, as well as why
it is important. Illustrate your argument with an
example.
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.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.
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258 Week 3 Case Study McDuffie Dentistry
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BUSN 258 Education Organization / snaptutorial.com
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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
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258 Week 6 DQ Talkng to Your Customers on
Phone Choose one of the Action Tips in Chapter 4
of the textbook, and discuss it with examples.  
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258 Week 3 DQ Electronic and Internet
Communication Choose one of the Action Tips in
Chapter 5 of the textbook, and discuss why it is
important. Provide an example of the tip, from
your experience as a customer, or your experience
as an employee.
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BUSN 258 Education Organization / snaptutorial.com
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inuing either the Independent Auto Sales and
Service (IAS) orNetwork Nutrition Distributors
(NND) case that you started in Week 1, answerthe
Strategy Planning Questions listed on page 77 at
the end of Chapter 4.Answer all three questions
(including all sub-questions
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   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
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BUSN 258 Education Organization / snaptutorial.com
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essing Customer Turnoffs (graded) What causes
customers to become dissatisfied and turned off?
How can you prevent it?
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BUSN 258 Education Organization / snaptutorial.com
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ging Trends in Customer Service Choose one
emerging trend in customer service and discuss
how it is impacting the relationships between
companies and customers.
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   1.Qu
estion (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
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   1.Qu
estion   (TCO 1) Excellent organizations are  
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BUSN 258 Education Organization / snaptutorial.com
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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 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   Coll
ecting Customer Feedback How can companies
collect feedback from customers, and how much
data should be collected?
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BUSN 258 Education Organization / snaptutorial.com
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ling Customer Complaints How should you handle a
dissatisfied customer? What about
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BUSN 258 Education Organization / snaptutorial.com
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ario 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
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BUSN 258 Education Organization / snaptutorial.com
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anies with Good and Bad Service Trader Joes
Time Warner Cable
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258 Week 6 Case Study LL Bean ATT
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BUSN 258 Education Organization / snaptutorial.com
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2   Using Information to Exceed Customer
Expectations (graded) Explain how providing
accurate and timely information can be used to
exceed customer expectations
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BUSN 258 Education Organization / snaptutorial.com
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inuing either the Independent Auto Sales and
Service (IAS) orNetwork Nutrition Distributors
(NND) case that you started in Week 1
andcontinued in Week 3, answer the Strategy
Planning Questions listed on page 177at the end
of Chapter 10. Answer all four questions
(including allsub-questions) completelyâyour
response should be at least 200 words,
properlyformatted, clearly written and
organized, and checked for
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.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?  
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BUSN 258 Education Organization / snaptutorial.com
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2   Stress and Customer Service (graded) Customer
service can be seen as a kind of emotional labor.
How can you reduce stress and prevent burnout if
you are a customer service representative?
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   Scen
ario 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
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   1.  
Question   (TCO 1) The best way to win
customer loyalty is to      
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BUSN 258 Education Organization / snaptutorial.com
For more classes visit www.snaptutorial.com   1.  
Question   (TCO 1) The first step to reduce
waiting time is to 2.   Question
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