BUSN 258 Course Career Path Begins Busn258dotcom

8/17/2019 BUSN 258 Course Career Path Begins Busn258dotcom

1/18

USN 258 Course Career Path

egins /busn258dotcomFOR MORE CLASSES VISITwww.busn258.com

http://www.busn258.com/http://www.busn258.com/http://www.busn258.com/http://www.busn258.com/


2/18

USN 258 Entire Course (Devry

• BUSN 258 !ee" #$% &'' Discussion uestions• BUSN 258 !ee" ) *idterm• BUSN 258 !ee" 8 +ina' E,am• BUSN258 !ee" # &ssignment• BUSN258 !ee" 2 &ssignment• BUSN258 !ee" 2 -ou Decide• BUSN258 !ee" . Case Study


3/18

USN 258 !ee" # &ssignment (Devry

• # !hat ma0or cor1orations that you ve heard o3 seem to be doingthe best 0ob o3 bui'ding customer 'oya'ty4 n 6hat 6ays do they attem1t to bui'd 'ong$term re'ationshi1s 6ith customers4

• 2 7o6 do ri11'e e33ects esca'ate the 1rob'em o3 the 'ost customer4


4/18

USN 258 !ee" #$% &'' Discussion uestions (Devry

• !ee" # D # $ Customer Service m1act• !ee" # D 2 $ Bui'ding 9e'ationshi1s• !ee" 2 D # $ Se''ing• !ee" 2 D 2 $ :istening• !ee" . D # $ Customer Contact• !ee" . D 2 $ ;he !eb• !ee" ) D # $ ;he Unreasonab'e Customer• !ee" ) D 2 $ ;rends• !ee" 5 D # $ Customer +eedbac"


5/18

USN 258 !ee" 2 &ssignment (Devry

• # !hat are some 3actors (1atterns o3 behavior that 1ro0ect a com1any s cu'ture4 :ist severa' e,am1'es 3rom organi


6/18

USN 258 !ee" 2 -ou Decide(Devry

• 9ead the -ou Decide scenario and decide on a res1onse -our goa'is to identi3y the critica' issues in the scenario and determine ho6you 6ou'd reso've !rite a re1ort correct'y 3ormatted o3 at 'east #25 6ords Dro1 the re1ort in the Dro1Bo, 9emember to run the s1e''ing and grammar chec"er on your 6or" be3ore turning it in


7/18

USN 258 !ee" . Case Study(Devry

• # ntervie6> &3ter com1'eting your assigned readings 3or this 6ee"? intervie6 someone 6ho has a customer re'ations/customer service ro'e or res1onsibi'ity 6here the 1erson has organi


8/18

USN 258 !ee" ) &ssignment (Devry

• # :oo" bac" on your o6n e,1eriences as a customer and identi3y situations 6hen 'itt'e things have made a di33erence in your buyingdecision ;hin"? 3or e,am1'e? o3 1'aces you have sto11ed doing business 6ith !hat 'itt'e things 1ushed you out o3 the


9/18

USN 258 !ee" ) *idterm $Set # (Devry

• # uestion > (;C@ # E,ce''ent organi• uestion >(;C@ 2 ;he =a''u1 organi (;C@ -ou can gain 'oya' on'ine customers through a 'a

c" o3 com1etition i3>• uestion > (;C@ # Customer dissatis3action 6ith a 3irm s 1hone ca

'' hand'ing stems 3rom>• uestion > (;C@ . & smi'e originates in the>• uestion > (;C@ ) !hat 1ercent o3 sho11ing decisions are made at

the 1oint o3 1urchase4


10/18

USN 258 !ee" ) *idterm $Set 2 (Devry

• # uestion >(;C@ # ;he 'etter : in the acronym : +E stands 3or AAAAAAAA

• 2 uestion > (;C@ 2 Customer 'oya'ty is>• . uestion > (;C@ Des1ite many simi'arities bet6een them? !a'$

*art and $*art have very di33erent resu'ts? 'arge'y because o3 F'itt'e thingsF that seem to resu't in better customer service 7o6 do the sa'es o3 these t6o com1anies com1are4

• ) uestion > (;C@ # Customer 'oya'ty is N@;>• 5 uestion > (;C@ . @ne o3 the main 1rinci1'es behind g'oba'i


11/18

USN 258 !ee" 5 &ssignment (Devry

• # 7o6 can organi


12/18

USN 258 !ee" 5 -ou Decide(Devry

• Scenario Summary-ou are a genera' manager 6ith a service com1any -ou are hearing comments 3rom your sa'es grou1 that customers are unha11y 6ith your com1any ;he comments range 3rom 1oor service? missedassignments? to technica' 3ai'ures !hen you as" 3or s1eci3ics? youget a genera' vie6 o3 dissatis3action 3rom your sa'es grou1 but nota c'ear vie6 i3 there is an issue


13/18

USN 258 !ee" G Case Study(Devry

• BUSN 258 !ee" G Case Study :: Bean H &;H;


14/18

USN 258 !ee" % &ssignment (Devry

• # !hich o3 the t6o genera' causes o3 stress?6or"er characteristicsand 6or"ing conditions?is the most signi3icant in your 0ob4 7o6 can you contro' or manage it4

• 2 7o6 can a manager best set a strategy 3or im1roving customer 'oya'ty4 !hat ste1s ma"e sense4

•


15/18

USN 258 !ee" % -ou Decide(Devry

• Scenario Summary

-ou are Bob -eader? a Sa'es *anager? o3 a sma'' 1rinting com1any@ne o3 you sa'es 1eo1'e as"ed 3or a meeting ;he meeting 6as di33icu't ;he sa'es 1erson? Pat :a6son? bro"e do6n in the meeting Patsaid the 6or" 6as too much and the customers too demanding !here Pat used to be ab'e to get a'' the 6or" done in one a 6ee"? there 6as no6 too much 6or" -our interna' sta33 has noticed that Pat seems stressed -ou 6onder i3 customers are seeing the stress Pat 6as ready to Juit Pat has been 6ith your com1any 3or #5 years


16/18

USN 258 !ee" 8 +ina' E,am# (Devry

• # uestion >(;C@ # ;he best 6ay to 6in customer 'oya'ty is to>

• 2 uestion >(;C@ 2 !hich o3 the 3o''o6ing 1rob'ems is

N@; 'isted as a 1eo1'e turno334• . uestion >(;C@ . Sma'' com1anies can com1ete again

st 'arger ones i3 they o33er>• ) uestion >(;C@ ) !hich o3 the 3o''o6ing is N@; an e,

am1'e o3 something a com1any can do to enhance e,trinsic va'ue4


17/18

USN 258 !ee" 8 +ina' E,am2 (Devry

• # uestion > (;C@ # ;he 3irst ste1 to reduce 6aiting time is to>• 2 uestion > (;C@ 2 Communication turno33s o3ten occur 6hen e

m1'oyees are ignorant o3>• . uestion > (;C@ . Sma'' com1anies can com1ete against 'arger

ones i3 they o33er>• ) uestion > (;C@ ) Ka'ue arises 3rom a tradeo33 bet6een>• 5 uestion > (;C@ 5 ;o enhance va'ue through goodness o3 1rodu

ct 3it>• G uestion > (;C@ ) 3 severa' 1eo1'e are as"ing the same Juestio

n? you have>


18/18

USN 258 Course Career Path

egins /busn258dotcomFOR MORE CLASSES VISITwww.busn258.com
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BUSN 258 Course Career Path Begins Busn258dotcom