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20-09-2018

Actividad de aprendizaje 14
Evidencia 3
“Customer satisfaction tools”

Grupo 1
SENA GESTION LOGISTICA
SENA – CENTRO DE GESTIÓN DE MERCADOS, LOGÍSTICA Y TECNOLOGÍAS
DE LA INFORMACIÓN

Actividad de aprendizaje 14
Evidencia 3
“Workshop – Customer satisfaction tools”

Presentado a instructor:

Andres Calixto Gil

Integrantes de Grupo 1
Ficha: 1503120

Elvis Gil Martínez


Eder Luis Meza
David Barranco
Marlon Medina Campo
Juan José moreno
Jovanny rondón

Barranquilla, Septiembre 20 2018


TABLA DE CONTENIDO

Introducción…………………………………………………………………………….1

Objetivo general....…………………...…………………….…………………………..2

Customer satisfaction tools..……………………………………………..………….....4

Conclusión…….………………………………………………..………………… ......9

Bibliografía……………………………………………………………..……………..12
Introducción

Satisfaccion del cliente es un concepto inherente al ambito del marketing y que implica

como su denominacion nos lo anticipa ya, a la satisfaccion que experimenta un cliente en

relacion a su producto o servicio adquirido, consumido, porque precisamente el mismo ha

cubierto en pleno las expectativas depositadas al momento de adquirirlo.

El objetivo entonces a cumplir es lograr la satisfaccion.

Introduction

Customer satisfaction is an inherent concept in the field of marketing and that implies

how your name already anticipates us, to the satisfaction that a customer experiences in

relation to your product or service acquired, consumed, because precisely it has fully met

the expectations deposited at the time of purchase.

The objective then to fulfill is to achieve satisfaction.


Objetivo general

Los objetivos principales del servicio de atención al cliente son escuchar al cliente

activamente entendiendo sus necesidades y atendiendo sus requerimientos. Comprender

cuáles son sus expectativas, asesorarlo y presentarle la mejor opción disponible, producto

o servicio, que responda a sus necesidades y deseos.

Definir con él aquellos beneficios del producto o servicio se dirigen mejor a cubrir sus

deseos y necesidades. responder todas sus inquietudes acerca de la adquisición y mejor

uso del producto o servicio.

Aclarar sus dudas y objeciones para que el cliente siente el placer y la satisfacción de lo

adquirido, ofrecer todas las garantías y referencias que aseguren al cliente que su decisión

es la más correcta.

Coordinar con el cliente las condiciones de su compra: fecha de entrega, envío, soporte

técnico.

Comprometer con el cliente un seguimiento de satisfacción.

Goals
The main objectives of customer service

Listen to the client actively understanding their needs and meeting their requirements.
Understand what your expectations are
Advise and present the best available option, product or service, that responds to your
needs and desires.
Define with it those benefits of the product or service are better directed to cover your
wants and needs.
Respond to all your concerns about the acquisition and better use of the product or
service.
Clarify your doubts and objections so that the client feels the pleasure and satisfaction of
the acquired.
Offer all the guarantees and references that assure the client that his decision is the most
correct.
Coordinate with the customer the conditions of your purchase: delivery date, shipping,
technical support.
Commit with the client a follow-up of satisfaction.

Evidencia 3: Workshop “Customer satisfaction tools”


1. Read “What is customer satisfaction?

2. Consteste las siguientes preguntas de verdadero falso sobre el texto:

a) F

b) V

c) V

d) F

e) F

3. Escriba en cada parrafo una oracion que resuma su idea principal, de acuerdo al texto

leido.

Parrafo 1: La importancia de enfocar el liderazgo de una empresa a la satisfaccion del

cliente

The importance of enforcing the leadership of a company in customer satisfaction.

Parrafo 2: Se debe priorizar la satisfaccion del cliente dentro de los objetivos junto con la

competitividad y el factor financiero.

Together with competitiveness and the financial factor, customer satisfaction must be

prioritized within the main objectives.

Parrafo 3: La satisfaccion del cliente es una inversion a mediano y largo plazo..


Customer satisfacction is an investmen in the medium and long term.

Parrafo 4: Todo el mundo debe contribuir con su trabajo a conseguir

la meta de satisfacer al cliente.

Everyone must contribute their work to achieve the goal of satisfying the client.

4. Escriba y clasifique los verbos en regulares e irregulares contenidos en el texto:

Regular Irregular

Back Do

Have

Make

5. Conjugue los verbos en pasado y presente simple

I had much clients today

I has much clients today

She did the marketing letters

she does the marketing letters

The table was made in china

The table it’s makes in china

6. Con la ayuda de los verbos, elabore una lista de 15 oraciones sobre la lectura:
1. Customer satisfaction is a marketing concept

2. The objective to achieve is to achieve satisfaction

3. Satisfying the customer correctly is undoubtedly the key to success

4. An adequate customer service guarantees your satisfaction

5. It is very important to fulfill the promise of sale

6. the sales team complies with your good disposition successful organizations meet the

expectations of their clients

7. the marketing team performs accounts to the clients

8. When a product does not meet the expectations of costumers, it generates disloyalty

towards it

9. The level of customer satisfaction is positive

10.The suppliers are also important in the process

11. Leadership is an important and determining key to quality in the service

12. The work team strives for the goals of excellence

13. The company intends to segment the market by customers and their sales volumes

14. Reliability and fairness are two characteristics that make customers loyal

15. The new client is so satisfy with the post service this year

Conclusion
Pensar en un servicio excepcional es raro sin embargo no es un sueño imposible, existen

empresas que ofrecen un servicio magnifico y como resultado se ven beneficiadas sus

utilidades.

Cuando un producto o servicio es malo pierde todo el mundo, pierde el cliente pierde la

empresa pierden los clientes, los proveedores, los accionistas de la compañia, por eso un

servicio de excelencia es mas rentable, mas atractivo para los clientes como para los

empleados y esto consolida el futuro de la compañia, por esto es importante escuchar al

cliente , para poder establecer una mejor estrategia y trabajar sobre los requerimientos o

las fallas en el servicio, toda esta informacion es proporcionada por el alma de la

compañia los clientes.

Conclusion

Thinking about exceptional service is rare, however it is not an impossible dream, there

are companies that offer a magnificent service and as a result their profits are benefited.

When a product or service is bad loses the whole world, loses the client loses the
company loses the clients, the suppliers, the shareholders of the company, for that reason
an excellent service is more profitable, more attractive for the clients as for the
employees and this consolidates the future of the company, for this reason it is important
to listen to the client, in order to establish a better strategy and work on the requirements
or failures in the service, all this information is provided by the soul of the company the
clients.

Bibliografía
 Logística: ISMI – International Service Marketing Institute.(2001, octubre).

¿Sabe lo que sus clientes esperan de usted? Mk Marketing + Ventas. Nro 162.

Pag 28. Marketing de Servicios

 Customer – Driven supply chains, Andrew C Lyons.

 .WebyEmpresas.com

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