Evidencia 3: Workshop “Customer satisfaction tools”

Expresar de manera escrita y oral cualquier tipo de documento en inglés, requiere

de un uso adecuado de los verbos y aún más de su correcta conjugación, ya sea
en pasado o presente. Por eso, se necesita practicar el uso de los verbos en este
idioma para elaborar documentos que midan la satisfacción de un cliente de habla
inglesa que consume los productos de una empresa.

Partiendo de lo anterior, se le sugiere desarrolle los puntos planteados a

continuación:

1. Lea el siguiente texto:

What is customer satisfaction?

Business leaders must realize that pursuing customer satisfaction is a critical and
strategic decision. It’s not something an organization does simply to satisfy a
standard or win an award: It’s something an organization does to stay in business.
Top management must embrace this reality by acknowledging, communicating
and acting upon three basic truths:

 Customer satisfaction is the ultimate goal. There’s no higher achievement

than satisfying the customers an organization has committed itself to serving. This
doesn’t mean that the organization should abandon its competitive business sense
and become a nonprofit institution. Financial control is needed, along with
accountability and sound decision making. But customer satisfaction is the ball
everybody must keep his or her eyes on. Revenues and profits are nothing more
than the results fulfilling customer needs and expectations.
  Customer satisfaction is an investment. This is important because customer
satisfaction processes often don’t produce results in the very short term. Payoffs
more often are realized in the medium or long term.

Resources must be applied to understanding customer requirements, collecting

data on customer perceptions, and analyzing it.

 Everyone must be involved in customer satisfaction. All the personnel have

the capability to influence customer at some level. Top management must
communicate exactly how personnel will be expected to contribute because it’s
often not intuitively obvious how this is possible. (Cochran, 2003)1.

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

A. Customer satisfaction is something an organization does simply to satisfy a

standard or win an award. F____ V____

B. Customer satisfaction is something an organization does to stay in business.

F____ V____

C. Satisfying the customers is the most important achievement an organization has

committed itself to serving. F____ V____

D. Payoffs more often are realized in the short term. F____ V____

E. Not all the personnel have the capability to influence customer at some level.
F____ V____
2. Teniendo en cuenta la lectura anterior escoja 7 verbos regulares y 7
verbos irregulares y complete el siguiente cuadro:

Sugerencia: Consulte qué diferencia hay entre un verbo regular y un verbo

irregular en la conjugación en el pasado.

Conjugación en
Verbo Significado Pasado Tipo de Verbo
Need Necesitar Needed Regular
Have Tener Had Irregular
1 Gain Ganar Gained Regular
2 Accept Aceptar Accepted Regular
3 check Comprobar checked Regular
4 Watch Vigilar Watched Regular
5 Expect Esperar Expected Regular
6 Act Actuar acted Regular
7 Address Dirigir Addressed Regular
8 Seek Buscar Sought Irregular
9 Choose Elegir Chose Irregular
10 Find Encontrar Found Irregular
11 Get Conseguir Got Irregular
12 Hear Oir Heard Irregular
13 Know Saber Knew Irregular
14 Arise Surgir arose Irregular
4. Escoja 5 verbos y realice una frase en pasado simple en inglés teniendo
coherencia con el contexto de la lectura. (Resalte el verbo que usó de la
lista)

Ejemplo:

 Customer satisfaction processes produced good results

1. The businnes leaders watched strategic does satisfy standards in an

organization.

2. The satisfaction to the customer is something that be should gained in a

organization for keep the bussines.

3. Revenues and profits witinn an organization are espectec from the costumer
expectations.

4. Everyone should acted the in satisfaction of costumer.

5. All the personnel of a organizations have that adressed correctly the costumer
to a good service.