Actividad de Aprendizaje 14 Evidencia 3: Workshop “Customer satisfaction tools” Presentado A: Instructora Técnica Presentado Por: Carolina Andrea Meléndez Salas Omar Humberto Lozada Guerrero Diego Fernando Rosas Armero Noviembre 2019 Servicio Nacional De Aprendizaje SENA Tecnología en Gestión Logística Ficha 1792945 Instructora Técnica Tabla de Contenido Introducción .......................................................................................................... 3 Objetivo… ............................................................................................................ 4 What is customer satisfaction? .......................................................5, 6, 7 Introducción 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 . Objetivo 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.. 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 X V 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 X V 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. Verbo Significado conjucion en pasado Tipo de verbo Need Necesitar Needed Have Tener Had Recognize Reconocer recognized regular Communicate comunicar communicated regular Act Regular Irregular. Actuar Acted regular Analize. Analizar analyzed regular Chase. Perseguir chased regular satisfy. Satisfacer compromise satisfied Comprometer Compromised Win Ganar Keep mantener Mean. Medir Meant Producir Produced. Produce. Bring traer Won kept Brought regular regular Irregular Irregular Irregular Irregular Irregular Know. Conocer Knew Irregular Drink. Tomar Drank 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 the company studied consumer behavior It is important to communicate the basic truths for customer satisfaction The company recognized the essence of how to maintain an organization is essential in a company The companies knew the importance of customer satisfaction financial control is needed for decision making
