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Business leaders
leaders must realize that pursuing customer
customer satisfaction
satisfaction is a critical
and strategic decision.
decision. It’s not something an organization does simply to
satisfy
satisfy a standard or win an award: It’s something an organization
organization does to stay
in business. Top management must embrace this reality by acknowledging,
communicating
communicating and acting upon three basic truths:
F x V
F V x
F V X
F X V
F V X
1
Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Success. Chico,
California: Paton Professional.
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.
Conjugación en
Verbo Significado Tipo de Verbo
Pasado
Need Necesitar Needed Regular
Have Tener Had Irregular.
1 be Ser o estar Was / were Irregular
2 bring traer Brought Irregular
3 cut Cortar Cut Irregular
4 drink Tomar Drank Irregular
5 go ir Went Irregular
6 have Tener Had Irregular
Irregu lar
7 know Conocer Knew Irregular
8 study Estudiar Studied Regular
9 realize Realizar Realized Regular
10 produce Producir/elaborar Produced Regular
11 collect Reunir / recopilar Collected Regular
12
fix Fijar Fixed Regular
13 offer Ofrecer / brindar Offered Regular
14 organize organizar organized Regular
1. The companies were not satisfied if they do not know the satisfaction of their
customer
2. The companies knew the importance of customer satisfaction
3. The companies studied the consumer behavior tor to know their needs
4. We had what to do polls and collect data on customer perceptions
5. The companies offered special discount to influence customer
Nota: para el desarrollo de esta evidencia se deben tener en cuenta el material de
formación “Using regular and irregular verbs”.
verbs ”.
Recuerde revisar la guía de aprendizaje con el fin de verificar que ha realizado todas
las actividades propuestas, saber cómo desarrollarlas y entregarlas correctamente.
Criterios de evaluación
Puede realizar actividades de verdadero o falso, basados
basados en una conversación
que ha escuchado
escuchado o en un texto que ha leído.