SENA – CENTRO DE GESTIÓN DE MERCADOS, LOGÍSTICA Y TECNOLOGÍAS DE

LALA INFORMACIÓN

Gestión Logística

Ficha 1852715

AA14 Ev 3

WORKSHOP “CUSTOMER SATISFACTION TOOLS”

Presentado por:

CARLOS MIGUEL ARANGO ZAPATA

INES MARCELA VELAZQUEZ GOMEZ

Medellín MAYO 18 2020

SENA – CENTRO DE GESTIÓN DE MERCADOS, LOGÍSTICA Y TECNOLOGÍAS DE LA
INFORMACIÓN

Gestión Logística

Ficha 1852715

AA14 Ev 3

WORKSHOP “CUSTOMER SATISFACTION TOOLS”

PRESENTADO A:

MARGARITA MARTINEZ

Presentado por:

CARLOS MIGUEL ARANGO ZAPATA

INES MARCELA VELAZQUEZ GOMEZ

Medellín MAYO 18 de 2020

 INTRODUCCCION

Customer satisfaction is essential for a company as it measures the quality management of the

service provided or the product purchased, if this service is provided with excellence and good

quality standards, the customer will be loyal to whoever manages to meet their expectations.

Actividad de aprendizaje 14
 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.

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 X

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

F V X

c. Satisfying the customers is the most important achievement an organization

has committed itself to serving.

F V X

d. Payoffs more often are realized in the short term.

F X V

e. Not all the personnel have the capability to influence customer at some level.

F V X

3. 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.

Tabla 1

Verbos regulares e irregulares

VERBO SIGNIFICADO CONJUGACION TIPO DE

EN VERBO
PASADO
Need Necesitar Needed Regular
Have Tener Had Irregular
1 Produce Producer / elaborar Produced Regular
2 Be Ser o Estar Had Irregular
3 Organize Organizer Organized Regular
4 Know Conocer Knew Irregular
5 Offer Ofrecer/ brindar Offered Regular
6 Bring Traer Was/ were Irregular
7 Realize Realizer Realized Regular
8 Cut Cortar Cut Irregular
9 Fix Fijar Fixed Regular
10 Go Ir Went Irregular
11 Collect Reunir/ recopliar Collected Regular
12 Study Estudiar Studied Irregular
13 Achieve Lograr Achieved Regular

14 Drink Tomar Drank Irregular

Fuente: los autores

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. Business leaders achieved great satisfaction in their clients.

2. The companies knew the importance of customer satisfaction.

3. The satisfaction of its clients was organized to tailor a standard.

4. All the company had to participate in the tailoring of is clients.

5. The companies offered special discount to influence customer.

 CONCLUSIONES

After having carried out this evidence, we realized how important it is for a company to

provide a service or product that meets the expectations of customers, so it is necessary to listen

to them, since their opinions allow us continuous improvement for the organization.