ACTIVIDAD DE APRENDIZAJE 14 EVIDENCIA 3

Workshop “Customer satisfaction tools”

PRESENTADO POR:
SANDRA MARCELA QUINTERO ARIAS

TECNOLOGIA EN GESTIÓN LOGÍSTICA

SERVICIO NACIONAL DE APRENDIZAJE - SENA
BARRANQUILLA
2019
Workshop “Customer satisfaction tools”

1. Lea el siguiente texto:

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)
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 VX

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 V X
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
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 el contexto de la lectura. (resalte el verbo que usó 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