“Using verbs to build customer satisfaction tools”

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ACTIVIDAD DE APRENDIZAJE 14, EVIDENCIA 5: WORKSHOP “USING VERBS
TO BUILD CUSTOMER SATISFACTION TOOLS”
APRENDIZ: ELVIS HUMBERTO MAYO QUIROGA
SERVICIO NACIONAL DE APRENDIZAJE-SENA
PROGRAMA GESTION LOGISTICA
lOMoAR cPSD| 19673573
INTRODUCCION
En la interacción con una segunda lengua, no se puede obviar un tema de tanta
importancia como lo es el manejo de los verbos. Si un profesional no posee un
léxico enriquecido por el manejo de los verbos en inglés, sería casi imposible que
pueda expresarse de forma clara en este idioma.
OBJETIVOS
producir textos en inglés en forma escrita y oral.
comprender una amplia variedad de frases y vocabulario en inglés sobre temas de
interés personal y temas técnicos.
Explica y defiende sus opiniones técnicas en un debate, utilizando expresiones en
inglés.
Emplea verbos regulares en presente y presente para redactar el informe en
inglés.
Emplea verbos irregulares en pasado y presente para escribir el informe en inglés.
Para afianzar el tema mencionado, lleve a cabo la evidencia Workshop “Using
verbs to build customer satisfaction tools” estudiando el material de formación
“Using regular and irregular verbs”, los materiales de apoyo y analizar el siguiente
caso:
La empresa “My sweet candy” produce caramelos y chicles y necesita conocer la
opinión de los clientes, para esto, elaboraron una encuesta para medir el grado de
satisfacción y quisieran conocer los resultados a partir de un informe donde se
evidencie y analice la situación.
Este taller cuenta con dos momentos: uno escrito y otro oral. Durante el momento
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inicial, el aprendiz deberá a partir del caso anterior, lo siguiente:
Primer momento: producción escrita
Customer Satisfaction Survey Template
1. How likely is that you would recommend this Company to a friend or
colleague?
Not all likely
0
1
2
Extremely likely
3
4
5
6
7
8
9
10
lOMoAR cPSD| 19673573
2. ¿Overall, how satisfied or dissatisfied are you with our Company?
•
• Very satisfied.
• Somewhat satisfied.
Neither satisfied nor dissatisfied.
• Somewhat dissatisfied.
• Very dissatisfied
?Overall, how satisfied or dissatisfied are you with our company?
very satisfied
Somewhat dissatisfed
Somewhat satisfied
very dissatisfied
neither satisfied nor dissatisfied
3. Which of the following words would you use to describe our products? Select all
that apply.
•
•
•
Reliable.
High quality.
• Useful.
• Unique.
Good value for money.
lOMoAR cPSD| 19673573
• Overpriced.
• Impractical.
• Ineffective.
• Poor quality.
• Unreliable.
which of the following words would you use to describe our products? Select all that apply
30
25
20
15
10
5
0
10
0
30
20
40
4. How well our products meet your needs?
•
Extremely well.
•
•
Very well.
Somewhat well.
• Not so well.
• Not at all we
50
60
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50
45
40
35
30
25
20
15
10
5
0
5
10
15
20
25
30
35
40
How well our products meet your needs?
extremely well
very well
somewhat well
not so well
not at all well
5. How would you rate the quality of the product?
• Very high quality.
• High quality.
• Neither high nor low quality.
• Low quality.
• Very low quality.
45
50
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Very low quality
Low quality
Neither high nor low quality
encuestados
High quality
Very high quality
0
10
20
30
40
50
6. How would you rate the value for money of the product?
•
Excellent.
•
Above average.
•
• Average.
Below average.
•
Poor
How would you rate the value for money of the product?
lOMoAR cPSD| 19673573
Columna1
60
50
40
30
20
10
0
Excellent, above average, average, below average, poor.
7. How responsive have we been to our questions or concerns about
our products?
•
Extremely responsive.
• Very responsive.
•
Somewhat responsive.
• Not so responsive.
•
Not at all responsive.
• Not applicable.
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How responsive have we been to our questions or concerns about our
products?
45
40
35
30
25
20
15
10
5
0
encuestados
8. How long have you been a customer of our company?
•
•
This is my first purchase.
• Less than six months.
Six months to a year.
2 years.
•
3 or more years.
•
80
70
60
50
40
30
20
10
0
0
10
20
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70gmail.c8o0m)
I haven’t made a
purchase yet.
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This is my first purchase
Less than six months
Six months to a year
1 – 2 years
I have`t made a purchase yet
9. How likely are you to purchase any of our products again?
•
Extremely likely.
• Very likely.
•
Somewhat likely.
•
•
Not so likely.
Not at all likely
How likely are you to purchase any of products again?
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80
60
40
20
0
Extreme
likely not at alllikely
very likely
somewhat
not so
likely
REPORT
To analyze the survey, we made them to several relatives and common people to
tabulate the information and show specific data for their analysis, are presented in
graphs with the information corrresponding to the degree of customer satisfaction.
“my sweet Candy”, worried about thr continuous improvement in its processes and the
procedures applied in each one of them, as well as in the satisfaction of its users, who
through statistics allow them to measure the quality of their products together with the
attention provided, to likewise establish contact mechanisms with them.
likely