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1. DeVry University BUSN-258 Complete
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Get help for DeVry University BUSN-258. We provide assignment, homework, discussions and case
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BUSN 258
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.
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.
PLAYERS:
Bob Yeader
Sales Manager

2. We have policies on how to handle the complaint. The policy is clear; it is the customer’s
responsibility to provide the correct information. The customer did not provide all the information
needed in a timely basis to produce the part. This is a long term customer and they know what
information is needed.
Dori Lately
Operations Manager
I agree with Bob. It is not our issue. It is certainly not a production issue. We did not have the correct
information. The customer needs to pay for a second run or sales needs to pick up the cost. It is not
my issue. This is due to a rush job, which we see way too often. I need more time to run these jobs.
And we cannot run this job again for a week.
Jennifer Garland
CFO
I don’t care whose issue it is, we can't afford to rerun this part. Sales and operations you need to get
your act together. Customers are paying a lot for these rush jobs. If you did them right, our financial
picture would be much better.
Monica Milton
Customer Service Representat
I am terribly sorry about this mix-up. We did request the information but received it late Friday. It was
too late to get the information to the production floor and the part ran on Saturday. No one
authorized me to work overtime and no one was available late Fridayto process the information.
Sam Spaniel
Customer
I need parts and I needed them last week. What are you going to do to get me parts today?
Read the 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.

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job-as-general-manag-32124
This is Homeworkfor BUSN 258, 3 questions only, 200 words total.
1.
How could you improve the overall quality of telephone use in your organization? Assuming you
have authority to do so, what would you do? Describe specific training you could develop. What
suggestions would you have for greeting callers? What are some key phrases you would encourage
all employees to use? What taboos—words and phrases you would forbid—might be useful?
2.
How could you develop guidelines for handling unhappy customers? Draft such a “cheat sheet” for
employee reference. Make it long enough to cover most concerns but not so long that it is too
complicated.
3.
What kinds of routine calls do your company handle most often? Describe these and offer brief
guidelines (or checklists) for handling these in ways that provide excellent service.
http://www.justquestionanswer.com/viewanswer_detail/This-is-Homework-for-BUSN-258-3-
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Build extensive network ofsatisfiedcustomers and motivated
distributors.
NND’s customers are both people who use their products (nutritional supplements and health care
items) and the distributors who sell for them. As a “network marketing” organization, NND owners

4. Lisa and Tom Fairmont succeed when people in their “downline” (distributors from whose sale they
get a small percentage) effectively sell both product and the business concept to other distributors.
One customer service challenge Lisa and Tom face is that they rarely deal face-to-face with their
customers. They do recruit new distributors and demonstrate products at meetings and conferences,
but most follow-up and sales comes from online, email, text messaging, and phone calls.
NND also needs to differentiate their products from similar ones sold in stores. Personalizing
products for the individual needs of customers is particularly important. Their products also cost
more than similar nutritionals sold in big box stores or supermarkets.
Finally, NND deals with suspicion of potential customers and distributors who worry about the idea of
network marketing (some see it as a pyramid scheme where only the people at the top succeed
while others lose money as distributors). Most consumers acknowledge the high quality of NND
products but worry about the pricing. They seem expensive relative to some competing products
available in stores.
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
A. 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.

5. B. 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

6. 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.
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customers-and-motiv-33104
BUSN 258 Discussions
1) How can companies collect feedback from customers, and how much data should be collected?
2) What types of feedback are most appropriate to collect from customers, and how do you do it?
3) Does it cost less to keep a customer or get new one? Should that be a consideration?
4) All of us have limits when dealing with aggressive customers. Where do you draw the line? When
would you walk away from a customer? Why

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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 Yeader, SALES MANAGER: We need to take these complaints seriously. Our customers are
our most important asset. Let's put a team together and get to the bottom of this. We need to
improve immediately. I am spending way too much time talking to our sales group on how to handle
these customer complaints.
Dori Lately, OPERATIONS MANAGER: There is nothing here to investigate. It's a normal customer
interaction. If anything our sales group needs more training on how to handle customers. It seems to
me that most of our problems come from new customers and new sales people. We have not
changed anything as to how we service customers, and have not had issues in the past. Let's work
on training our sales group. Everything will be okay.
Jenifer Garland, CFO: I have to agree with Dori. The dollars we're spending on customer complaints
is small. I don't see the issue here. Maybe if it got to be a significant number I would recommend we
do something, but as it stands now, let's continue business as usual.
Monica Milton, CUSTOMER SERVICE REPRESANTATIVE: I think we have a problem. I know the
dollars are small, but we are spending a lot more time resolving issues and we have already lost
some of our new customers. They're a small part of our business, but we expended a lot of energy to

8. get them. It seems to me their expectations are higher than some of our other customers. Now that I
mention it, I think some of our current customers are asking about more and better service also.
Philip Freid, SERVICE MANAGER: Don't go ask customers about problems. It is the fastest way to
upset them. They'll wonder if they have problems. They'll look into what we are doing more closely
and start making mountains out of molehills. We did this once before when we called customers and
asked them if they had any problems. It was a disaster.
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.
http://www.justquestionanswer.com/viewanswer_detail/SCENARIO-You-are-a-general-manager-
with-a-service-company-35364
BUSN 258 Week 6
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 —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.
• 1. Identify some core values of this organization as best as you can. What do they believe in
(beyond organizational success or profitability)? How might their revealing these values to
customers and employees create opportunities to exceed expectations? How can they translate core
values into actions to produce A-plus value, thus strengthening relationships?
• 2. Do some creative thinking about possible ideas you could apply to create A-plus value
using the seven areas described in this chapter. Describe at least three ideas for each:
o • packaging, guarantees (warrantees)
o • goodness of product fit
o • “memorability” of product experience
o • uniqueness and shared values
o • company credibility

9. o • add-ons
• 3. Consider ways to get employees of your organization involved in generating A-plus value
ideas. How would you do this? Be specific about the following:
o • What you would teach employees before soliciting their ideas?
o • Who would be involved in idea-generating sessions?
o • How you would collect and process ideas (specifically)?
o • How often you would gather ideas?
o • How people might be rewarded for participating in the process?
• 4. What would be necessary for your organization to engage in ongoing A-plus idea
generation? How could this become part of the culture of the company? How could you get buy-in
from participants and what should you do to avoid turning people off to the process. Be specific.
NETWORK NUTRITION DISTRIBUTORS (NND)
Priority goals:
Build extensive network of satisfied customers and motivated distributors.
NND’s customers are both people who use their products (nutritional supplements and health care
items) and the distributors who sell for them. As a “network marketing” organization, NND owners
Lisa and Tom Fairmont succeed when people in their “downline” (distributors from whose sale they
get a small percentage) effectively sell both product and the business concept to other distributors.
One customer service challenge Lisa and Tom face is that they rarely deal face-to-face with their
customers. They do recruit new distributors and demonstrate products at meetings and conferences,
but most follow-up and sales comes from online, email, text messaging, and phone calls.
NND also needs to differentiate their products from similar ones sold in stores. Personalizing
products for the individual needs of customers is particularly important. Their products also cost
more than similar nutritionals sold in big box stores or supermarkets.
Finally, NND deals with suspicion of potential customers and distributors who worry about the idea of
networkmarketing (some see it as a pyramid scheme where only the people at the top succeed while
others lose money as distributors). Most consumers acknowledge the high quality of NND products
but worry about the pricing. They seem expensive relative to some competing products available in
stores.

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BUSN 258 Week 7 You Decide
Readthe YouDecide scenarioanddecide ona response.Yourgoal isto identifythe critical issuesinthe
scenarioanddetermine howyouwouldresolve the issue.Write areportcorrectlyformatted at 250
words.
SCENARIO
You are BobYeader,a SalesManager of a small printingcompany.One of yoursalespeopleaskedfora
meeting.The meetingwasdifficult.The salesperson,PatLawson,broke downinthe meeting.Patsaid
the work wastoo much andthe customerstoodemanding.Where Patusedtobe able toget all the
workdone in one week,there wasnowtoomuchwork.Your internal staff hasnoticedthatPat seems
stressed.Youwonderif customersare seeingthe stress.Pathasbeenwithyourcompanyfor15 years,
but isreadyto quit.You knowthat there ismore work,afterall there are more customers,andyou
recentlyputinplace some newproceduresandtechnologytomake service tocustomersbetterand
increase sales.Patisthe onlyone struggling; atleastyouthoughtso.You are wonderingwhatyour
optionsare.
ROLE
Your role isto come upwitha solutionforBob'ssituation.If youwere inBobYeader'spositionwhat
wouldyoudo?Define the problem(s) asyousee it.Determinepossiblesolutionsandpicka solutionto
implementimmediately.
PLAYERS
ChrisNihil, HRManager: Look Bob,there have beenalot of changeslately.Thingsare goinggreaton
the salesend,butit istakingitstoll.Pat isnot the onlyone struggling.Some othershave talkedtome as
well.Youremphasisongeneratingnewsalesiscomingatthe expenseof some oldcustomers.Also,it
takesa lot more workto generate newsales.Pathasbeenwithusfor15 years andwe want to keepher.
Pat has our largestcustomersandtheyseemtobe happywithher.You are askingmore of the sales
people,buthaven'tprovidedanysupport.
George Fish,CustomerService:Iamnot sure whatis goingon,but I have more customersthanPat and
am not havinganytrouble keepingup.Give me Pat'scustomersandI'll keepupfine.Ihave beenhere
six monthsandit seemstome we are too softon these oldsalespeople.Patdoesn'tevenknow howto

11. use textmessaging.If theycan'tdo the work,we shouldmake some changes.Know whatImean?I have
some friendsIjustgraduatedwithwhoaren'tworkingandcouldstepin anddo the job rightaway.
Jack Mason, BobYeader'sConsultant:Bob,I see thisa lot.Withmore emphasisontechnologyand
procedures,some people aren'tasquickto catch on.You made a lotof changes,butyouknow there has
not beenanytraining,andwhenwasthe lasttime youhave done any salestrainingortime
managementtraining?Youneedtospendmore time withyoursalesgroup.Pathasyour largest
customersandspendsa lotof time withthem.If Irememberright,these customersare notonlylarge,
but complicated.Don'tyouwantPat to spendtime withthese customers?Whogeneratedthe lastnew
customer?Itwas Pat, wasn'tit?
Monica Milton,CustomerService Representative:Look, Iworka lot withPat.Pat isusedto schmoozing
withcustomersandspendingalotof time socializing.Patisusedtodoingeverythingforthe customer.
Withas many customersaswe nowhave,andthe emphasisongettingnew customers,thatisn't
working. Itseemstome Pat is disorganized.A lotof the workis fallingontome andI definitelydon't
have the time to do Pat'sjob.
DELIVERABLE
Giventhe scenario,yourrole,andthe informationprovidedbythe keyplayersinvolved,itistime for
youto make a decision.If youare finishedreviewingthisscenario,close thiswindow andreturntothis
week'sYouDecide tabin eCollege tocomplete the activityforthisscenario.Youcanreturnand review
thisscenarioagainat any time.
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BUSN 258 Week 1 Discussion
Db1
How doesgoodcustomerservice positivelyaffectboththe companyandthe customer?
Db 2

12. BuildingRelationshipsWithCustomers(graded)
How can companiesbuildhealthyrelationshipswithcustomers?
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BUSN 258 Week 1 HomeworkQuestions
HomeworkQuestions
Choose eitherthe IndependentAutoSalesandService (IAS)case onpage 16, or the NetworkNutrition
Distributors(NND) case onpage 17. For eithercase,answerall of the StrategyPlanningQuestionson
page 17. Make sure that your writingisclear,understandable,andproperlyformattedandedited,
includingcheckingforproperspellingandgrammar.Provide acoverpage,reference page,andatleast
twoaccurate APA source citationsforyour answer.Youmay reference the textbookorother
appropriate academicsources.These canbe web-basedsources,butdonotuse Wikipediaentriesas
part of yourfinal submission.
Submityourassignmenttothe Dropbox,locatedatthe top of thispage.For instructionsonhow to use
the Dropbox,readthese step-by-stepinstructions.
See the Syllabussection"Due DatesforAssignments&Exams"fordue date information.
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13. BUSN 258 Week 2 Discussions
DB 1
EngagingYour Customers
Choose one of the ActionTipspresentedinChapter2of the textbookanddescribe the tip,aswell as
howyou wouldimplementitfora particularcompany.
DB 2
ListeningtoYour Customers
Choose one of the ActionTipspresentedinChapter3of the textbookanddescribe the tip,aswell as
whyit isimportant. Illustrate yourargumentwithanexample.
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BUSN 258 Week 2 You Decide
You justtooka newjobas general managerwithamanufacturingcompany.Theybroughtyou in
because salesandprofitsare declining.Asyoulookintothe companysalesandprofitsissuesduringthe
firstfewweeks,youalsoobservethatinadditiontothe decliningsales,the companyhascomplaints
fromcustomersabouta varietyof issues,includinglate shipments,defective products,andwrong
invoices.Yoursalesandmanufacturinggroupsblame eachotherandthe customerforthe issues,
includingmisleadinginformationgiventothe customerbysales,incorrectinformationfromthe
customerregardingspecifications,andunrealisticshipdates.OnThursdaymorningof yourthirdweek,a
customercalledwithacomplaintabouta defective product.The costof the complaintcouldbe
significant.The departmentmanagersall have differentopinionsonhow tohandle the complaint.By
Thursdayafternoon,youfindthatsome of the requiredinformationtomake the partwas missing.It
was a rush job.The informationisnormallyrequestedfromthe customerbycustomerservice.Bylate
Thursday,youhave the followingpositions:

14. Role
You have tworoleshere.The firstishow to handle the complaintfromthe customer.Secondlyyoumust
decide onthe customerrelationspositionyouwantforthe company.
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BUSN 258 Week 3 Discussion
Choose one of the ActionTipsin Chapter4 of the textbook,anddiscussitwithexamples
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BUSN 258 Week 3 Discussion2
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.
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BUSN 258 Week 3 HomeworkQuestions

15. 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.
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