BUSN 258 Customer Relations
Week 1
Assignment
Discussion
Question 1, Customer Service – Impact
Discussion
Question 2, Building Relationships
Week 2
Assignment
You
Decide, Scenario Analysis
Discussion
Question 1, Selling
Discussion
Question 2, Listening
Week 3
Case
Study; Macy s Customer Service
Discussion
Question 1, Customer Contact
Discussion
Question 2, The Web
Week 4
Assignment
Midterm
Exam(Two Sets)
Discussion
Question 1, The Unreasonable Customer
Discussion
Question 2, Trends
Week 5
Assignment
Discussion
Question 1, Customer Feedback
Discussion
Question 2, Customer Recovery
You
Decide, Scenario Analysis
Week 6
Case
Study;LL Bean and AT&T
Discussion
Question 1, Customer Expectations
Discussion
Question 2, Customer Loyalty
Week 7
Assignment
You
Decide, Scenario Analysis
Discussion
Question 1, Emotional Labor
Discussion
Question 2, Employee Empowerment
Week 8
Final Exam(Two Sets)
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