BUSN 258 help Making Decisions/uophelp.com BUSN 258 help Making Decisions/uophelp.com | Page 21

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.
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.
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BUSN 258 Week 4 Assignment
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