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BUSN 258 Experience Tradition/uophelp.com

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  1. BUSN 258 Experience Tradition/uophelp.com for more course tutorials visit www.uophelp.com

  2. BUSN 258 Experience Tradition/uophelp.com BUSN 258 Entire Course (Devry) For more course tutorials visit www.uophelp.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  • BUSN258 Week 4 Assignment 

  3. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 1 Assignment (Devry) 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?

  4. BUSN 258 Experience Tradition/uophelp.com BUSN 258 Week 1-7 All Discussion Questions For more course tutorials visit www.uophelp.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. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 2 Assignment (Devry) 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

  6. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 2 You Decide (Devry) 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. 

  7. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 3 Case Study (Devry) 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.

  8. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 4 Assignment (Devry) 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.

  9. BUSN 258 Experience Tradition/uophelp.com 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.

  10. BUSN 258 Experience Tradition/uophelp.com BUSN 258 Week 4 Midterm - Set 2 (Devry) For more course tutorials visit www.uophelp.com .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? 

  11. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 5 Assignment (Devry) 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?

  12. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 5 You Decide (Devry) For more course tutorials visit www.uophelp.com • 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.

  13. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 6 Case Study (Devry) For more course tutorials visit www.uophelp.com • BUSN258 Week 6 Case Study LL Bean & AT&T

  14. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 7 Assignment (Devry) 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?

  15. BUSN 258 Experience Tradition/uophelp.com BUSN258 Week 7 You Decide (Devry) For more course tutorials visit www.uophelp.com • 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.

  16. BUSN 258 Experience Tradition/uophelp.com BUSN 258 Week 8 Final Exam 1 (Devry) 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?

  17. BUSN 258 Experience Tradition/uophelp.com BUSN 258 Week 8 Final Exam 2 (Devry) 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:

  18. BUSN 258 Experience Tradition/uophelp.com for more course tutorials visit www.uophelp.com