Devry busn 258 complete course latest 2016 feb

Devry BUSN 258 Complete Course-Latest 2016 Feb

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Devry BUSN 258 Complete Course-Latest 2016 Feb (All Discussions All Homework All You Decide And All Case Study) Devry BUSN258 Week 1 Discussion DQ 1 & DQ 2 Latest 2016 Jan. DQ 1 The Positive Impact of Customer Service (graded) How does good customer service positively affect both the company and the customer?

DQ 2 Building Relationships With Customers (graded) How can companies build healthy relationships with customers?

Devry BUSN258 Week 2 Discussion DQ 1 & DQ 2 Latest 2016 Jan. DQ 1 Engaging Your Customers (graded) 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.

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.

Devry BUSN258 Week 3 Discussion DQ 1 & DQ 2 Latest 2016 Jan. DQ 1 Talking to Customers on the Telephone (graded) Choose one of the Action Tips in Chapter 4 of the textbook, and discuss it with examples.

DQ 2 Electronic and Internet Communication (graded) 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.

Devry BUSN258 Week 4 Discussion DQ 1 & DQ 2 Latest 2016 Jan. DQ 1 Addressing Customer Turnoffs (graded) What causes customers to become dissatisfied and turned off? How can you prevent it?

DQ 2 Emerging Trends in Customer Service (graded) Choose one emerging trend in customer service and discuss how it is impacting the relationships between companies and customers.

Devry BUSN258 Week 5 Discussion DQ 1 & DQ 2 Latest 2016 Jan. DQ 1 Collecting Customer Feedback (graded) How can companies collect feedback from customers, and how much data should be collected?

DQ 2 Handling Customer Complaints (graded) How should you handle a dissatisfied customer? What about a customer with unreasonable complaints?

Devry BUSN258 Week 6 Discussion DQ 1 & DQ 2 Latest 2016 Jan. DQ 1 Using Value to Exceed Customer Expectations (graded) Explain how value and perceived value can be used to exceed customer expectations.

DQ 2 Using Information to Exceed Customer Expectations (graded) Explain how providing accurate and timely information can be used to exceed customer expectations.

Devry BUSN258 Week 7 Discussion DQ 1 & DQ 2 Latest 2016 Jan. DQ 1 Building Customer Loyalty (graded) What strategies can companies use to generate and develop customer loyalty, and why is that increasingly important?

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? week 1 Homework Questions week 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 answer. You may reference the textbook or other appropriate academic sources. These can be web-based sources, but do not use Wikipedia entries as part of your final submission. week 3 Homework Questions 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. week 6 Homework Questions 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. Make sure to include a title page. you decide week 2 You Decide > Grading Rubric Resolve the Situation 09:29 PM 02/26/2016 Scenario/Summary BUSN258 - You Decide Assignment ScenarioRolePlayersDeliverable Scenario You just took a new job as general manager with a manufacturing company. They brought you in because sales and profits

are declining. As you look into the company sales and profits issues during the first few weeks, you also observe that in addition to the declining sales, the company has complaints from customers about a variety of issues, including late shipments, defective products, and wrong invoices. Your sales and manufacturing groups blame each other and the customer for the issues, including misleading information given to the customer by sales, incorrect information from the customer regarding specifications, and unrealistic ship dates. On Thursday morning of your third week, a customer called with a complaint about a defective product. The cost of the complaint could be significant. The department managers all have different opinions on how to handle the complaint. By Thursday afternoon, you find that some of the required information to make the part was missing. It was a rush job. The information is normally requested from the customer by customer service. By late Thursday, you have the following positions: Role You have two roles here. The first is how to handle the complaint from the customer. Secondly you must decide on the customer relations position you want for the company.

Players Bob YeaderSales ManagerDori LatelyOperations ManagerJennifer GarlandCFOMonica MiltonCustomer Service RepresentativeSam SpanielCustomer Deliverable Given the scenario, your role and the information provided by the key players involved, it is time for you to make a decision. If you are finished reviewing this scenario, close this window and return to this Week's You Decide tab, in eCollege, to complete the activity for this scenario. You can return and review this scenario again at any time.

Your Role/Assignment Assignment 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 the situation. Write a report correctly formatted of at least 250 words. Submit the report via the Dropbox. Remember to check your work for spelling and grammar issues before turning it in.

Grading Rubric Category Points % Description Understanding 20 40% Demonstrate a strong grasp of the problem at hand. Demonstrate understanding of how the course concepts apply to the problem.

Analysis 20 40% Apply original thought to solving the business problem. Apply concepts from the course material correctly toward solving the business problem.

Execution 10 20% Write your answer clearly and succinctly using strong organization and proper grammar. Use citations correctly.

Total 50 100% A quality paper will meet or exceed all of the above requirements. week 5 You Decide > Grading Rubric Customer Feedback and Recovery 09:53 PM 02/26/2016 Scenario/Summary Customer Feedback and Recovery ScenarioRolePlayersDeliverable Scenario 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.

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.

Role

Would you investigate customer complaints further? If so, how would you proceed to understand if there is a problem with service?

Players Bob YeaderSales Manager Dori LatelyOperations Manager Jennifer GarlandCFO Monica MiltonCustomer Service Representative Philip FriedService Manager Deliverable Given the scenario, your role and the information provided by the key players involved, it is time for you to make a decision. If you are finished reviewing this scenario, close this window and return to this Week's You Decide tab, in eCollege, to complete the activity for this scenario. You can return and review this scenario again at any time.

Your Role/Assignment Assignment 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 the issue. Write a report correctly formatted of at least 250 words. Submit the report to the Dropbox. Remember to run the spelling and grammar check on your work before turning it in.

Grading Rubric Category Points % Description Understanding 20 40% Demonstrate a strong grasp of the problem at hand. Demonstrate understanding of how the course concepts apply to the problem.

Analysis 20 40% Apply original thought to solving the business problem. Apply concepts from the course material correctly toward solving the business problem.

Execution 10 20% Write your answer clearly and succinctly, using strong organization and proper grammar. Use citations correctly.

Total 50 100% A quality paper will meet or exceed all of the above requirements. week 7 You Decide> Scenario/Summary Managing Employees to Give Great Customer Service Scenario/Summary Managing Employees to Give Great Customer Service ScenarioRolePlayersDeliverable Scenario You are Bob Yeader, a Sales Manager of a small printing company. One of your 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 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 has been with your company for 15 years, but is ready to quit. You know that there is more work, after all there are more customers, and you recently put in place some new procedures and technology to make service to customers better and increase sales. Pat is the only one struggling; at least you thought so. You are wondering what your options are.

Role Your role is to come up with a solution for Bob's situation. If you were in Bob Yeader's position what would you do?

Define the problem(s) as you see it. Determine possible solutions and pick a solution to implement immediately.

Players Chris NihilHR ManagerGeorge FishCustomer ServiceJack MasonBob Yeader's ConsultantMonica MiltonCustomer Service Representative Deliverable Given the scenario, your role, and the information provided by the key players involved, it is time for you to make a decision. If you are finished reviewing this scenario, close this window and return to this week's You Decide tab in eCollege to complete the activity for this scenario. You can return and review this scenario again at any time.

Your Role/Assignment Assignment

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 the issue. Write a report correctly formatted of at least 250 words. Submit the report to the Dropbox. Remember to run the spelling and grammar check on your work before turning it in.

Grading Rubric Category Points % Description Understanding 20 40% Demonstrate a strong grasp of the problem at hand. Demonstrate understanding of how the course concepts apply to the problem.

Analysis 20 40% Apply original thought to solving the business problem. Apply concepts from the course material correctly toward solving the business problem.

Execution 10 20% Write your answer clearly and succinctly using strong organization and proper grammar. Use citations correctly.

Total 50 100% A quality paper will meet or exceed all of the above requirements. case study week 6 Case Study Objectives 1. Companies with Good and Bad Service: Using the DeVry Online Library (available under Course Home) and online research sources such as Google, research the customer relations and customer service reputations oftwo(and only two—no more, no less) companies of your choice.

2. Supporting Research: Choose one company with an excellent customer service reputation, and one with a poor (or less than perfect) customer service reputation. Compare and contrast the customer service reputations of these two companies.

Your paper should address the following questions.

1. What is the company with good customer relations doing right?

2. What is the company with poor customer relations doing wrong?

3. What are the results of the actions of the companies? For instance, financial, public relations, or employee issues?

4. What specific, actionable recommendations would you give for improving customer satisfaction for each company?

3. Additional requirements:Prepare a 750-word (minimum) paper addressing these questions, using APA style and formatting. Pay particular attention to the accurate citation of your research sources.

Week 6: Write and Submit Case Study 2 During Week 6, you'll finish writing your paper. For APA format guidance please refer to the APA Tutorial in the Syllabus.

Ensure that the body of your paper, excluding cover page and sources, exceeds the 750-word count minimum, and that all of the assignment requirements have been met. Then submit your paper. week 3 Case Study Objectives 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 company’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.

2. Supporting Research: Based on what you learned in the interview, you'll conduct online research using scholarly resources, which can be found in the DeVry Online Library (available under Course Home) and online research sources such as Google. Locate at least four articles (two must be from scholarly resources) that discuss the current business climate for this company for inclusion as sources for your paper. What are current trends in this business (or in the overall industry of which this business is a member) that might impact customer service, customer satisfaction, or customer loyalty positively or negatively?

Examples Toyota is a business in the auto industry. Customers want safe cars. Recently, Toyota had a series of setbacks from brakes failures to acceleration issues. Toyota has a history of great customer relations, but now appears to have to reshape its image. Other car companies are using safety and quality messaging against Toyota (insert accurate APA in-text source citation here). Toyota needs to address its customer service programs and customer relations for both existing customers and potential new customers.

Yume, the owner of a local Thai restaurant, has recently introduced a customer loyalty program where customers earn points for purchases that can be redeemed for free food and drinks; and customers love it! The American Restaurant Association says that loyalty programs are growing in popularity, especially in small boutique establishments, where there is a more personal connection between the owner and the customer (insert accurate APA in-text source citation here).

Yume's customers are very loyal and very satisfied, so since service improvement may not be entirely necessary, she may be able to expand her relationship with her customers by selling her sauces and cookbooks to her customers. This venture may also attract new customers!

Potential Research Sources: Hoovers.com Moody's online database Ebscohost ABI/Inform database NetLibrary Each of these resources contain business articles and other resources that may assist you in answering the case study questions.

3. Analysis and Recommendations: Using what you've learned from the interview and your research, analyze the customer service environment at this company. How can customer service be improved? What are your recommendations to this company based on what you've learned?

4. Additional requirements: Prepare a 750 word (minimum) paper addressing these questions, using APA style and formatting. Pay particular attention to the accurate citation of your interview source, and your secondary research sources.

Full contact information for your interview source (interviewee name, company name, phone, and email address) is required, and should be included as a separate Appendix page following your Reference page.

Week 3: Write and Submit Case Study 1 During Week 3, you'll finish writing your paper. For APA format guidance, please refer to the APA Tutorial in the Syllabus.

Ensure that the body of your paper, excluding cover page and sources, exceeds the 750-word count minimum, and that all of the assignment requirements have been met. Then, submit your paper.