1 / 38

BUSN 258 Seek Your Dream /uophelp.com

For more course tutorials visit<br>www.uophelp.com<br><br>BUSN 258 Week 1 Homework Asssignment Independent Auto Sales and Service (NEW)<br>BUSN 258 Week 3 Homework Asssignment Independent Auto Sales and Service (NEW)<br>BUSN 258 Week 6 Homework Asssignment Independent Auto Sales and Service (NEW)<br>BUSN 258 Week 6 Case Study Trader Joe’s & Time Warner Cable<br> BUSN 258 Week 3 Case Study McDuffie Dentistry<br>BUSN258 Week 1 Assignment<br>BUSN258 Week 2 Assignment<br>BUSN258 Week 2 You Decide<br>

Lilium18
Download Presentation

BUSN 258 Seek Your Dream /uophelp.com

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. BUSN 258 Seek Your Dream/uophelp.com For more course tutorials visit www.uophelp.com

  2. BUSN 258 All Homework Assigments, You Decide, Case Study For more course tutorials visit www.uophelp.com • BUSN 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 Joe’s & Time Warner Cable •  BUSN 258 Week 3 Case Study McDuffie Dentistry • BUSN258 Week 1 Assignment • BUSN258 Week 2 Assignment

  3. BUSN 258 Final Exam (All 3 Sets) For more course tutorials visit www.uophelp.com • BUSN 258 Final Exam (NEW) • BUSN 258 Week 8 Final Exam 1 • BUSN 258 Week 8 Final Exam 2

  4. BUSN 258 Final Exam (NEW) For more course tutorials visit www.uophelp.com • BUSN 258 Final Exam (NEW) • Question 1.1. (TCO 1) Which of these key organizational behaviors helps customers to interact with your organization? • Question 2.2. (TCO 1) Which of these key organizational behaviors helps customers to stay close after a transaction? • Question 3.3. (TCO 2) Which of these can be a value turnoff for customers?

  5. BUSN 258 Midterm (All 3 Sets) For more course tutorials visit www.uophelp.com • BUSN 258 Midterm (NEW) • BUSN 258 Week 4 Midterm - Set 1 • BUSN 258 Week 4 Midterm - Set 2

  6. BUSN 258 Midterm (NEW) For more course tutorials visit www.uophelp.com • BUSN 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? • Question 2.      (TCO 4) What is one of the benefits of treating customers fairly to generate customer loyalty? • Question 3.      (TCO 1) Which of these core customer service competencies reflects the notion that customer service employees need to seize opportunities to satisfy a customer request quickly? • Question 4.                  (TCO 13) Which of these is not a current expectation for electronic customer service?

  7. BUSN 258 Week 1 Assignment For more course tutorials visit www.uophelp.com • 1. What major corporations that you’ve 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?

  8. BUSN 258 Week 1 DQ 1Positive Impact of Good Customer Service For more course tutorials visit www.uophelp.com • BUSN 258 Week 1 DQ Impact of Good Customer Service • How does good customer service positively affect both the company and the customer?

  9. BUSN 258 Week 1 DQ 2 Relation With Customers For more course tutorials visit www.uophelp.com • USN 258 Week 1 DQ Relation With Customers • How can companies build healthy relationships with customers?

  10. BUSN 258 Week 1 Homework AsssignmentIndependent Auto Sales and Service (NEW) For more course tutorials visit www.uophelp.com • BUSN 258 Week 1 Homework Asssignment • Choose either the Independent Auto Sales and Service (IAS) case on • page 16, or the Network Nutrition Distributors (NND) case on page 17. For • either case, answer all of the Strategy Planning Questions on page 17. Make • sure that your writing is clear, understandable, and properly formatted and • edited, including checking for proper spelling and grammar. Provide a cover • page, reference page, and at least two accurate APA source citations for your

  11. BUSN 258 Week 2 Assignment For more course tutorials visit www.uophelp.com • 1.What are some factors (patterns of behavior) that project a company’s 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.

  12. BUSN 258 Week 2 DQ 1 Engaging Your Customers For more course tutorials visit www.uophelp.com • BUSN 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 would implement it for a particular company.

  13. BUSN 258 Week 2 DQ 2 Listening To Your Customers For more course tutorials visit www.uophelp.com • DQ 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.

  14. BUSN 258 Week 2 You Decide For more course tutorials visit www.uophelp.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.

  15. BUSN 258 Week 3 Case Study McDuffie Dentistry For more course tutorials visit www.uophelp.com • BUSN 258 Week 3 Case Study McDuffie DentistryBUSN 258 Week 3 Case Study McDuffie Dentistry

  16. BUSN 258 Week 3 Case Study For more course tutorials visit www.uophelp.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 companyÂ’s 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.

  17. BUSN 258 Week 3 DQ 1 Talkng to Your Customers on Phone For more course tutorials visit www.uophelp.com • BUSN 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.

  18. BUSN 258 Week 3 DQ 2 Electronic and Internet Communication For more course tutorials visit www.uophelp.com • BUSN 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.

  19. BUSN 258 Week 3 Homework AsssignmentIndependent Auto Sales and Service (NEW) For more course tutorials visit www.uophelp.com • Continuing either the Independent Auto Sales and Service (IAS) or • Network Nutrition Distributors (NND) case that you started in Week 1, answer • the Strategy Planning Questions listed on page 77 at the end of Chapter 4. • Answer all three questions (including all sub-questions) completely your • response should be at least 200 words, properly formatted, clearly written and • organized, and checked for spelling and grammar. Make sure to include a title • page.

  20. BUSN 258 Week 4 Assignment For more course tutorials visit www.uophelp.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 small, almost insignificant turnoffs.

  21. BUSN 258 Week 4 DQ 1 Addressing Customer Turnoffs For more course tutorials visit www.uophelp.com • Addressing Customer Turnoffs (graded) • What causes customers to become dissatisfied and turned off? How can you prevent it?

  22. BUSN 258 Week 4 DQ 2 Emerging Trends in Customer Service For more course tutorials visit www.uophelp.com • Emerging Trends in Customer Service • Choose one emerging trend in customer service and discuss how it is impacting the relationships between companies and customers.

  23. BUSN 258 Week 4 Midterm - Set 1 For more course tutorials visit www.uophelp.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:

  24. BUSN 258 Week 4 Midterm - Set 2 For more course tutorials visit www.uophelp.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?

  25. BUSN 258 Week 5 Assignment For more course tutorials visit www.uophelp.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?

  26. BUSN 258 Week 5 DQ 1 Collecting Customer Feedback For more course tutorials visit www.uophelp.com • Collecting Customer Feedback • How can companies collect feedback from customers, and how much data should be collected?

  27. BUSN 258 Week 5 DQ 2 Handling Customer Complaints For more course tutorials visit www.uophelp.com • Handling Customer Complaints • How should you handle a dissatisfied customer? What about a customer with unreasonable complaints?

  28. BUSN 258 Week 5 You Decide For more course tutorials visit www.uophelp.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.

  29. BUSN 258 Week 6 Case Study Trader Joes and Time Warner Cable For more course tutorials visit www.uophelp.com • Companies with Good and Bad Service • Trader Joe’s & Time Warner Cable

  30. BUSN 258 Week 6 Case Study For more course tutorials visit www.uophelp.com • BUSN258 Week 6 Case Study LL Bean & AT&T

  31. BUSN 258 Week 6 DQ 2 Using Information to Exceed Customer Expectations For more course tutorials visit www.uophelp.com • DQ 2 • Using Information to Exceed Customer Expectations (graded) • Explain how providing accurate and timely information can be used to exceed customer expectations.

  32. BUSN 258 Week 6 Homework Asssignment Independent Auto Sales and Service (NEW) For more course tutorials visit www.uophelp.com • Continuing either the Independent Auto Sales and Service (IAS) or • Network Nutrition Distributors (NND) case that you started in Week 1 and • continued in Week 3, answer the Strategy Planning Questions listed on page 177 • at the end of Chapter 10. Answer all four questions (including all • sub-questions) completely—your response should be at least 200 words, properly • formatted, clearly written and organized, and checked for spelling and grammar.

  33. BUSN 258 Week 7 Assignment For more course tutorials visit www.uophelp.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?

  34. BUSN 258 Week 7 DQ 2 Stress and Customer Service For more course tutorials visit www.uophelp.com • DQ 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?

  35. BUSN 258 Week 7 You Decide For more course tutorials visit www.uophelp.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.

  36. BUSN 258 Week 8 Final Exam 1 For more course tutorials visit www.uophelp.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:

  37. BUSN 258 Week 8 Final Exam 2 For more course tutorials visit www.uophelp.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:

  38. BUSN 258 Seek Your Dream /uophelp.com For more course tutorials visit www.uophelp.com

More Related