BUSN258
Week 1 Discussion 1 & 2 Latest 2017 March
dq 1
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The Positive Impact of |
How does good customer service positively
affect both the company and the customer?
dq 2
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Building Relationships |
How can companies build healthy relationships
with customers?
BUSN258
Week 2 Discussion 1 & 2 Latest 2017 March
dq 1
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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
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Listening to Your |
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.
BUSN258
Week 3 Discussion 1 & 2 Latest 2017 March
dq 1
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Talking to Customers on the Telephone |
Choose one of the Action Tips in Chapter 4 of
the textbook, and discuss it with examples.
dq 2
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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.
BUSN258
Week 4 Discussion 1 & 2 Latest 2017 March
dq 1
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Addressing Customer Turnoffs (graded) |
What causes customers to become dissatisfied
and turned off? How can you prevent it?
dq 2
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Emerging Trends in Customer Service |
Choose one emerging trend in customer service
and discuss how it is impacting the relationships between companies and
customers.
BUSN258
Week 5 Discussion 1 & 2 Latest 2017 March
dq 1
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Collecting Customer Feedback (graded) |
How can companies collect feedback from
customers, and how much data should be collected?
dq 2
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Handling Customer |
How should you handle a dissatisfied customer?
What about a customer with unreasonable complaints?
BUSN258
Week 6 Discussion 1 & 2 Latest 2017 March
dq 1
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Using Value to Exceed Customer |
Explain how value and perceived value can be
used to exceed customer expectations.
dq 2
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Using Information to |
Explain how providing accurate and timely
information can be used to exceed customer expectations.
BUSN258
Week 7 Discussion 1 & 2 Latest 2017 March
dq 1
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Building Customer Loyalty (graded) |
What strategies can companies use to generate
and develop customer loyalty, and why is that increasingly important?
dq 2
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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?
Homework Questions
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.
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
Manager
Dori LatelyOperations Manager
Jennifer Garland CFO
Monica 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.
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.
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
o 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.
o 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 1: Conduct Interview
During Week 1, you should decide who you are going to interview
for the case study, make arrangements for the interview, and conduct the
interview.
Week 2: Conduct Research
During Week 2, you should be conducting your online research and
begin to write your paper.
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.
Guidelines
Case Study FAQ
Here are some Frequently Asked Questions about this assignment.
Q1. I don’t know anyone in customer
relations/service, or my company doesn’t have a customer service function. What
do I do?
A: Find someone with customer relations/service responsibility,
in any business, anywhere. You may have to get on the phone and make some
calls. Tell them you are a college student and need 10 minutes of their time.
People are almost always happy to help a student.
Have a backup in case your first choice for an interview has a
conflict at the last minute. Conflicts and conciliation can happen, so it is
best to be prepared.
Q2. Do I have to do an interview?
A: Yes, a personal or phone interview with another person is
required. Full contact information for the source should be provided in your
paper for verification purposes.
Q3. I do this for my company, can I just
talk about my experience?
A: No, see Q2, above.
Q4. My firm doesn’t have customers, what
do I do?
A: Every organization has a destination for its products or
services – even government agencies, non-profits, and charities. You can use
internal or external customer relations and service issues for this paper. If
this is still an issue, see Q1, above.
Q5. How do I cite a personal interview as
a source reference?
A: See the APA Tutorial in the course Syllabus.
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 ManagerDori LatelyOperations Manager
Jennifer
GarlandCFOMonica MiltonCustomer Service RepresentativePhilip 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.
|
Objective: Case Study 2 |
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/customer service reputations oftwo(2 – 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.
a. What is the company with good customer relations doing right?
b. What is the company with poor customer relations doing wrong?
c. What are the results of the actions of the companies? For
instance, financial, public relations, or employee issues?
d. 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 4: Choose Companies |
During Week 4, you should choose your two target companies and
begin your research process.
|
Week 5: Conduct Research |
During Week 5, you should be conducting your online research and
beginning to write your paper.
|
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.
|
Guidelines |
Case Study FAQ
Here are some Frequently Asked Questions about this assignment.
Q1) The company’s web site doesn’t show
anything about their customer service reputation, policy etc., what do I do?
A:Do your homework,
which means do your research. The company’s web site will not be sufficient for
objective information. Make phone calls, look for articles online, go to the library—a
company’s web site is a starting point. Your job is to use all of the
information available to you through all outlets to address these questions.
Claiming to be unable to find any information is not a viable option. If this
is the case, choose another company.
Q2) How can I tell if their service is
good or bad?
A: Start with your own experience, and choose companies with
which you are familiar. Read everything you can find about the company and
soon, a picture will emerge that tells you a story about their service levels,
their approach to business, and the relative happiness of their customers.
Based on this information, you can formulate your own analysis of the relative
effectiveness of the company’s service efforts.
HINT:The more thoroughly you show that you
have the capability to think about these two companies in their respective
positions in the marketplace as it relates to their service programs, the
better your chances of getting an A on the paper. If you claim to have looked
on the web and found little information; if you make generalized statements
that indicate a lack of thorough, specific research; if you fail to accurately
cite your sources in APA style or present a paper that is not spelling/grammar
checked, your grade will suffer. Get creative, find a way to answer the
questions and address the assignment requirements.Good
luck!
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.
BUSN258
Week 4 Mid Term Latest 2017 March
Week 4 midterm exam
One
Three to five
10 to 20
30 to 40
Question 2. 2. (TCO 4) What is one of the benefits of treating
customers fairly to generate customer loyalty? (Points : 10)
They will always refer 15 people to you.
It will generate positive feelings.
They will always put up positive reviews online.
It will generate a sense of accomplishment.
Question 3. 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? (Points : 10)
Acceptance of ownership
Ability to manage change
Ability to manage knowledge
Ability to communicate effectively
Question 4. 4. (TCO 13) Which of these is not true of electronic
customer service via websites? (Points : 10)
Electronic customer service can produce frustrated customers.
Electronic customer service can completely replace phone calls.
Your company can end up with a failed website.
Installing an electronic customer service solution can be
costly.
Question 5. 5. (TCO 2) Which one of these is not regarded as a
potential turnoff to customers? (Points : 10)
Advertised sales items not in stock
Having to drive to the store
High-pressure sales tactics
Noisy shopping or service environments
Question 6. 6. (TCO 3) Which of the following is not a best
practice for phone conversations? (Points : 10)
Speak clearly and distinctly
Avoid “dead air” silence
Keep callers on track
Engage callers in personal conversation, no matter how long it
takes
Question 7. 7. (TCO 5) Which of these positive personality
behaviors gives customers goodwill and moves them toward a positive experience?
(Points : 10)
Plant seeds for relationship building
Compliment freely and sincerely
Reassure customers in their decision to do business with you
Pay attention to your dress and grooming
Question 8. 8. (TCO 7) Which of the following listening tips can
prevent you from “correcting” customers? (Points : 10)
You should listen for more than just facts.
You should be patient and defer disagreement.
You should try counterattitudinal advocacy.
You should solicit clarification.
Question 9. 9. (TCO 7) What does having an escalation policy
mean for customer service? (Points : 10)
Never talk about something until a customer does
Always try to “one-up” the competition
Know when managers need to be involved
Giving a bigger refund than the sales price
Question 10. 10. (TCO 2) What does the concept of service
recovery mean? (Points : 10)
Problem situations can be prevented entirely
Customer loyalty is destroyed by any problem, even if resolved
Customers can perform services for your business in exchange for
goods
Acknowledging and addressing complaints helps create loyalty
Question 11. 11. (TCO 8) A customer has written a letter
complaining about having her reservation cancelled at your hotel. Your hotel is
named the Winter Sands Hotel, and she had a reservation for November 25th. The
hotel features a spa, for which she also had reservations. The spa is not
associated with your hotel management, and the spa reservation could not be
cancelled. The customer had to drive to the appointment, and drive back home,
since all the other hotels in the area were more expensive. Your management
will offer her a 15% discount on a future stay, but needless to say, her letter
was not relaxed — she was very upset, but civil. Draft a response to the letter
that demonstrates your understanding of proper written communication techniques
for addressing customer concerns. (Points : 25)
Question 12. 12. (TCO 6) A female customer on a video conference
says the following: “I’m calling about this purse that I bought at your outlet
store. I really liked it but I noticed that there was a stain on the bottom. I
went back to the store, and of course that was the only one there, but when I
went up to the counter I couldn’t believe what happened! The woman at the
counter took the purse, and my receipt, rang it as a return and then cut it to
pieces right there in front of me! She said it’s your policy that imperfect
merchandise can’t be sold, and must be destroyed. I did get the refund, but if
I would have known that, I would have kept it. It was only a small stain and I
really liked the purse, but she didn’t even give me a choice about what to do!
Is that your policy, or was she just crazy? What are you going to do about
this? You have other outlets somewhere, but now I don’t even have the stock
number, and I can’t figure out how to find it online. It’s not on your website,
but I was even looking at auction sites at this point. Is that really your
policy? How can you waste all that money? It makes me want to not buy your
products anymore. I’m sure that the planet doesn’t need you wrecking it with
factories only to throw things away. Someone could have used that purse! I’m
just very upset about the whole thing and the way that it was handled.”
Indicate at what point you would have given her verbal or
nonverbal feedback, and what form it would take. Then, paraphrase her response,
looking for the essence of the complaint. Imagine that you are talking directly
to the customer as you type your response. (Points : 25)
BUSN258
Final Exam Latest 2017 March
Question 1.1. (TCO 1) Which of these key organizational
behaviors helps customers to interact with your organization? (Points : 8)
Smiling
Shaking hands with customers
Asking often “how am I doing”?
Asking customers to begin filling out paperwork
Question 2.2. (TCO 1) Which of these key organizational
behaviors helps customers to stay close after a transaction? (Points : 8)
Having a Halloween costume day
Having employee casual dress days
Mailing thank-you notes
Greeting customers within 30 seconds
Question 3.3. (TCO 2) Which of these can be a value turnoff for
customers? (Points : 8)
Price too high for quality received
Sloppy appearance, poor grooming, or annoying mannerisms
Business place dirty, messy, or cluttered
Inconvenient location, layout, parking, or access
Question 4.4. (TCO 2) Which of these can be a people turnoff for
customers? (Points : 8)
Overly complicated or difficult to use products
Low selection or poor availability of product
Business place dirty, messy, or cluttered
Employees who lack knowledge or who are not helpful
Question 5.5. (TCO 3) Which of the following is true about
listening to customers? (Points : 8)
You should only listen for facts, never emotion.
You should fake paying attention when you can’t afford to pay
it.
Communication problems can arise from information overload.
Internal, environmental, and interactional elements never form
barriers.
Question 6.6. (TCO 4) Which of the following is true about
customers in the zone of indifference? (Points : 8)
They are motivated.
They are not loyal customers.
They are not inert.
They are dissatisfied.
Question 7.7. (TCO 5) When interacting with customers, it’s
important to maintain proper verbal discipline. Which of the following
represents proper verbal behavior? (Points : 8)
Commenting on a customer’s bad clothing
Thanking a customer for their purchase
Judging another customer’s rude interaction style
Concluding a sale with “There you go.”
Question 8.8. (TCO 6) How can you let customers know that you
are listening? (Points : 8)
By interrupting them
By paraphrasing and asking for clarification
By staring at them
Using body language such as physical distance
Question 9.9. (TCO 7) Which of these is an example of true
listening? (Points : 8)
Always having a script ready to respond to any situation.
Pausing to hear the whole story before offering a solution.
Nodding your head so that the customer thinks you are paying
attention.
Interrupting the customer to help them finish their thoughts.
Question 10.10. (TCO 7) How does true listening help customer
relations create business value? (Points : 8)
It reduces the amount of office supplies required.
It can help rescue lost customers and turn them back into loyal
ones.
It decreases numbers of managers needed for customer service.
It allows companies to sell defective products more often.
Question 11.11. (TCO 8) Which of these is not a function of call
centers? (Points : 8)
Sending customers invoices
Handling inbound calls
Handling outbound calls
Responding to billing concerns
Question 12.12. (TCO 8) Which is true of angry customers on the
phone? (Points : 8)
Never let them know you are listening.
Interrupting them makes them angrier.
You shouldn’t empathize with
