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
adecuado de los verbos y aún más de su correcta
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
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:

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

higher
achievement than satisfying
satisfyi ng the customers an organization has committed
itself to serving. This doesn’t
doesn’t mean that the organization
organization should abandon
abandon
its competitive business sense and become a nonprofit institution. Financial
Financial
control is needed,
needed, along with accountability
accountability and sound decision making.
making.
But customer satisfaction is the ball everybody must keep his or her eyes
on. Revenues
Revenues and profits are
are nothing more than the results fulfilling
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

 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
often not intuitively obvious how this is possible. (Cochran,
2003)1

2. Conteste las siguientes preguntas

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

something an organization
organization does to stay in business.

F V x

c. Satisfying the customers is the most important achievement

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

personnel have the capability
capability to influence customer at some
some level.

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

4. Escoja 5 verbos y realice una frase en pasado simple en inglés teniendo

coherencia con
con el contexto de la lectura.
lectura. (resalte el verbo que usó de
de la lista)
Ejemplo:
 Customer satisfaction processes produced good results

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 ”.

Realice el taller teniendo en cuenta las normas APA y envíe el archivo al

instructor a través de la plataforma virtual de aprendizaje.

Pasos para enviar la evidencia:

1. Clic en el título de esta evidencia.

2. Clic en Examinar mi equipo y buscar el archivo previamente guardado.
guardado.
3. Dejar un comentario al instructor (opcional).
4. Clic en Enviar.

Nota: esta evidencia es a través de los grupos de trabajo ya establecidos, tenga

en cuenta de enviar la evidencia
evidencia al tiempo todos los miembros del grupo.

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.

 Proporciona explicaciones, argumentos

argumentos y explicaciones lógicas sobre
sobre aspectos
técnicos de su profesión en un debate.