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?

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Business leaders must realize that pursuing customer satisfaction is a critical and

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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.

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Top management must embrace this reality by acknowledging, communicating and
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acting upon three basic truths:

 Customer satisfaction is the ultimate goal. There’s no higher achievement than

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satisfying the customers an organization has committed itself to serving. This

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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
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everybody must keep his or her eyes on. Revenues and profits are nothing more
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than the results fulfilling customer needs and expectations.

 Customer satisfaction is an investment. This is important because customer

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satisfaction processes often don’t produce results in the very short term. Payoffs
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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

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 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.
FALSE (FALSO)

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

TRUE (VERDADERO)

c. Satisfying the customers is the most important achievement an organization has committed
itself to serving.

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TRUE (VERDADERO)

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

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FALSE (FALSO)

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e. Not all the personnel have the capability to influence customer at some level.
FALSE (FALSO) rs e
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3. Escriba en cada párrafo una oración que resuma su idea principal, de acuerdo al texto leído:

Párrafo 1: The customer is the most important for the future of the company.
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Párrafo 2: satisfy the customer generates good profits and income to the company.
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Párrafo 3: It is very important to invest in customers to generate satisfaction in the medium and long
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term.
Párrafo 4: All employees of the company must influence customer satisfaction.

4. Escriba y clasifique los verbos en regulares e irregulares contenidos en el texto:

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Regular Irregular
Commit Become
Need Have
Apply Keep
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Involve Mean
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Act Understand
Acknowledge Win
Comunicate Do
satisfy

1
Cochran, C. (2003). Customer Satisfaction: Tools, Techniques, and Formulas for Success. Chico,
California: Paton Professional.

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 5. Conjugue los verbos en pasado y presente simple:

Regulares

verbs Simple present Simple past verbs Simple present Simple past
I Acknowledge Acknowledged I Communicate Communicated
You Acknowledge Acknowledged You Communicate Communicated
He/she/it Acknowledges Acknowledged He/She/It Communicates Communicated
we Acknowledge Acknowledged We Communicate Communicated
You Acknowledge Acknowledged You Communicate Communicated
They Acknowledge Acknowledged They Communicate Communicated

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I Apply Applied I Act Acted

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You Apply Applied You Act Acted
He/She/it Applies Applied He/She/it Acts Acted

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We Apply Applied We Act Acted

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You Apply Applied You Act Acted
They Apply Applied They Act Acted

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Satisfy satisfied I Involve Involved
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You Satisfy satisfied You Involve Involved
He/she/it Satisfies satisfied He/she/it Involves Involved
We Satisfy satisfied We Involve Involved
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You Satisfy satisfied You Involve Involved

They Satisfy satisfied They Involve Involved
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I Need Needed I Commit Committed

You Need Needed You Commit Committed
He/she/it Needs Needed He/she/it Commits Committed
We Need Needed We Commit Committed
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You Need Needed You Commit Committed

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They Need Needed They Commit Committed

Irregulares
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verbs Simple present Simple past verbs Simple present Simple past
I Become Became I Have Had
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You Become Became You Have Had

He/she/it Becomes Became He/She/It Has Had
we Become Became We Have Had
You Become Became You Have Had
They Become Became They Have Had

I Keep Kept I Mean Meant

You Keep Kept You Mean Meant
He/She/it Keeps Kept He/She/it Means Meant
We Keep Kept We Mean Meant
You Keep Kept You Mean Meant

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 They Keep Kept They Mean Meant

I Understand Understood I Win Won

You Understand Understood You Win Won
He/she/it Understands Understood He/she/it Wins Won
We Understand Understood We Win Won
You Understand Understood You Win Won
They Understand Understood They Win Won

I Do Did
You Do Did
He/she/it Does Did
We Do Did
You Do Did
They Do Did

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6. Con la ayuda de los verbos, elabore una lista de 15 oraciones sobre la lectura:

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1. Martha likes to satisfy customers.

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2. Juan likes to win many customer.
3.
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The organization likes to communicate its offerings.
The manager likes to act correctly.
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5. The organization likes to keep customers very happy.
6. The payment should be applied long term.
7. The organization likes to understand the customer's requirement.
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8. Laura has to collect the data.

9. The employees like to participate with the client.
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10. The boss has the ability to influence the client.

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11. Jose has to leave the organization.

12. The organization should look for many customer.
13. The organization likes to provide its services.
14. The client is responsible for recognizing the mistakes of a company.
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15. The organization provides its good services to the client.

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