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1. Devry BUSN 258 Complete
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2. 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?

3. 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

4. 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

5. 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

6. 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

7. 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.